AM - CFL - Contracts & Logistics -

GMR Group; Visakhapatnam; On-site; INR 600,000 - 900,000; Full time

Job summary

GMR Group in Visakhapatnam is seeking a Dy Shift Lead – CFL to oversee terminal operations during a shift, ensure KPI adherence, and coordinate with floor executives, service providers, and stakeholders to maintain facility standards and readiness.

The role focuses on service delivery, safety, vendor management, and continuous improvement to enhance passenger experience and ASQ scores, with responsibility for on‑duty grievance handling and shift-level emergencies.

Qualifications

• Graduate / Post Graduate in Hotel Management

Responsibilities

• Ensure cleanliness, hygiene, and upkeep of terminal areas during the shift.
• Conduct regular washroom inspections and initiate immediate corrective actions.
• Support ambience enhancement efforts by reporting issues and assisting in minor upgrades.
• Coordinate with maintenance teams for timely resolution of infrastructure issues.
• Capture and upscale passenger feedback for service improvement.
• Shift-wise washroom audit scores.
• Number of passenger complaints resolved within shift.
• % of cleanliness issues resolved within SLA.
• Supervise on-ground performance of housekeeping, pest control, and logistics vendors.
• Ensure vendors adhere to shift-level SLAs and report deviations.
• Monitor consumable stock levels and usage patterns.
• Provide feedback on vendor performance for contract reviews.
• SLA compliance rate during shift.
• Number of vendor escalations.
• Consumable usage variance vs. norms.
• Support integration of new facilities by ensuring operational readiness during shift.
• Report infrastructure gaps or needs observed during operations.
• Assist in implementing minor facility changes or relocations.
• Readiness of new facilities for shift operations.
• Number of infrastructure issues escalated and resolved.
• Shift-level support provided for new setups.
• Manage logistics and respond to unplanned events during the shift.
• Ensure readiness for special operations (e.g., Haj flights, VIP movements).
• Implement shift-level process improvements and digital tools.
• Incident response time during shift.
• Number of shift-level process improvements implemented.
• Shift readiness score for special operations.
• Conduct safety checks and ensure compliance with SOPs.
• Report and close safety observations within the shift.
• Ensure proper waste disposal and pest control practices.
• % of safety observations closed within shift.
• Compliance score from internal audits.
• Number of SOP deviations reported and corrected.
• Roaster the Manning in the shifts
• Mentor junior staff and provide on-the-job training.
• Encourage team participation in training and engagement activities.
• Address team concerns and upscale unresolved issues.
• % of team trained on new SOPs.
• Shift-level engagement participation rate.
• Team feedback score.

Skills

Personal Effectiveness

Passenger Facility Mgmt

Terminal Ops Processes

Aviation Regulations

Performance Monitoring

Stakeholder Mgmt

Crisis Mgmt

Customer Service

Social Awareness

Entrepreneurship

Problem Solving

Education

Graduate / Post Graduate in Hotel Management

Job description

ORGANISATION CHART

• SLA compliance rate during shift.

JOB PURPOSE

The Dy Shift Lead – CFL is a supervisory role responsible for ensuring seamless operations and adherence to KPIs across assigned terminal allocations during a shift. Acting as the single point of contact, the role coordinates with floor executives, service providers, and internal/external stakeholders to maintain facility standards and resource availability. The incumbent oversees on‑duty grievance redressal, monitors service provider performance against SLAs, and ensures compliance with operational checklists. By upholding service quality and facility readiness, the role directly contributes to enhancing the Airport Service Quality (ASQ) score and supports the strategic vision set by the Head – CFL.

ORGANISATION CHART

Head- CFL --> Dy. Shift Lead- CFL

Responsibilities

KEY ACCOUNTABILITIES

Key Performance Indicators (KPIs)

Service Delivery & Passenger Experience

• Ensure cleanliness, hygiene, and upkeep of terminal areas during the shift.
• Conduct regular washroom inspections and initiate immediate corrective actions.
• Support ambience enhancement efforts by reporting issues and assisting in minor upgrades.
• Coordinate with maintenance teams for timely resolution of infrastructure issues.
• Capture and upscale passenger feedback for service improvement.
• Shift-wise washroom audit scores.
• Number of passenger complaints resolved within shift.
• % of cleanliness issues resolved within SLA.

Vendor & SLA Management

• Supervise on-ground performance of housekeeping, pest control, and logistics vendors.
• Ensure vendors adhere to shift-level SLAs and report deviations.
• Monitor consumable stock levels and usage patterns.
• Provide feedback on vendor performance for contract reviews.
• SLA compliance rate during shift.
• Number of vendor escalations.
• Consumable usage variance vs. norms.

Facility Planning & Infrastructure Integration

• Support integration of new facilities by ensuring operational readiness during shift.
• Report infrastructure gaps or needs observed during operations.
• Assist in implementing minor facility changes or relocations.
• Readiness of new facilities for shift operations.
• Number of infrastructure issues escalated and resolved.
• Shift-level support provided for new setups.

KEY ACCOUNTABILITIES - Additional Details

Key Performance Indicators (KPIs)

Operational Excellence & Business Continuity

• Manage logistics and respond to unplanned events during the shift.
• Ensure readiness for special operations (e.g., Haj flights, VIP movements).
• Implement shift-level process improvements and digital tools.
• Incident response time during shift.
• Number of shift-level process improvements implemented.
• Shift readiness score for special operations.

Compliance, Safety & Governance

• Conduct safety checks and ensure compliance with SOPs.
• Report and close safety observations within the shift.
• Ensure proper waste disposal and pest control practices.
• % of safety observations closed within shift.
• Compliance score from internal audits.
• Number of SOP deviations reported and corrected.

Team Development & Capability Building

• Roaster the Manning in the shifts
• Mentor junior staff and provide on-the-job training.
• Encourage team participation in training and engagement activities.
• Address team concerns and upscale unresolved issues.
• % of team trained on new SOPs.
• Shift-level engagement participation rate.
• Team feedback score.

EXTERNAL INTERACTIONS

• AAI
• Airlines, GHAs, Concessionaires
• Service Providers

INTERNAL INTERACTIONS

• Finance, P&C, HR, Legal
• Business Development Non-Aero
• PMT/ TS/ IT
• Other Ops Departments âTOPS, APOC, ASO, Safety & Environment, Security & Control

FINANCIAL DIMENSIONS

• To Manage budget of 5+ Crs

OTHER DIMENSIONS

• Supervise Floor Executives during shift
• Supervising all contract staff providing Services under direct contract with CFL during the shift.

EDUCATION QUALIFICATIONS

• Graduate / Post Graduate in Hotel Management

RELEVANT EXPERIENCE

• Hospitality/MNC/Airlines
• 6 -9 years of relevant experience

COMPETENCIES

• Personal Effectiveness
• Passenger facility Management (Proficient)
• Terminal Operations Processes (Practitioner)
• Aviation Regulations and Standards (Practitioner)
• Performance Monitoring and Reporting (Proficient)
• Stakeholder Management (Internal and External) (Proficient)
• Crisis and Emergency Management (Practitioner)
• Customer Service Excellence and Complaints Management (Proficient)
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence