Duty Manager - Terminal Operations

Adani Group; Ahmedabad District; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Adani Group seeks a Duty Manager - Terminal Operations to lead the airport terminal during a specific shift and coordinate staff for efficient passenger flow and timely departures.

You will manage lounges, baggage trolleys, and inter-terminal coaches, while ensuring safety, security, and high service standards. Strong stakeholder and emergency response skills are essential for success.

Qualifications

• Educational qualifications include a Bachelor's degree in Business Administration, Aviation Management, or related field.
• Minimum 5–7 years of experience in airport terminal operations, with strong stakeholder management and operational efficiency focus.

Responsibilities

• Oversees terminal operations during the assigned shift, ensuring smooth passenger flow and on-time departures.
• Manages staff schedules and assignments to optimize resource utilization.
• Delivers exceptional customer service by assisting passengers and resolving issues promptly.
• Assists in lounge management to ensure high service standards for passengers.
• Oversees trolley operations, baggage handling, and inter-terminal coach services.
• Leads emergency response efforts during shifts and conducts post-incident reviews.

Skills

Stakeholder management

Team leadership

Staff supervision

Emergency response

Data analysis

Customer service

Safety compliance

Shift operations

Education

Bachelor's degree in Business Administration, Aviation Management, or related field

Tools

CRMS-AAHL

Baggage handling system knowledge

Job description

Purpose/Objective

• Duty Manager - Terminal Operations is responsible for the overall management and supervision of terminal operations during a specific shift. This role involves coordinating staff, resolving issues, ensuring passenger satisfaction, and maintaining a safe and secure environment while optimizing operational efficiency.

Key Responsibilities of Role

• Terminal Operations Shift Management: Oversees all terminal operations during the assigned shift, ensuring smooth passenger flow and on-time departures & coordinates with other departments for efficient operations.
• Terminal Operations Shift Management: Manages staff schedules and assignments to optimize resource utilization.
• Lounge Management and Customer Service: Delivers exceptional customer service by assisting passengers with their needs and resolving issues promptly & builds positive relationships with passengers to enhance the overall airport experience.
• Lounge Management and Customer Service: Assist in the management of reserved lounges, ensuring a high standard of service and a seamless experience for passengers.
• Trolley Operations and Asset Management: Oversee the management and maintenance of trolley operations, ensuring availability and cleanliness.
• Trolley Operations and Asset Management: Assist in managing the asset lifecycle, including regular checks and prompt reporting of any defects or damages.
• Golf Cart and Inter Terminal Coach Operations: Coordinate the timely deployment and safe operation of golf carts and inter-terminal coaches.
• Golf Cart and Inter Terminal Coach Operations: Ensure service levels are met, track performance scores, and address any complaints or operational issues promptly.
• Staff Supervision: Provides leadership and guidance to the terminal operations team during the shift & monitors staff performance and addresses issues promptly.
• Staff Supervision: Ensures adherence to operational procedures and standards among staff members.
• Vendor Management: Manage operational aspects related to vendor management, golf cart management, baggage and shopping trolley management, Baggage Handling System (BCS) management, and inter-terminal coach management to ensure smooth operations and enhancing passenger experience within terminal - Monitor vendor performance and address any discrepancies to maintain operational standards.
• Problem Solving: Identifies and resolves operational issues and challenges that arise during the shift & implements immediate solutions to minimize disruptions.
• Problem Solving: Collaborates with other departments to address complex issues and find effective solutions.
• Emergency Response Management: Lead emergency response efforts during shifts, effectively managing situations such as bomb threats, evacuations, medical emergencies, and other contingencies.
• Emergency Response Management: Ensure all actions are carried out in accordance with laid-down SOPs and conduct post-incident reviews for continuous improvement.
• Special Events and VVIP Movements: Support the coordination of special events, ensuring smooth execution, budgeting, and event calendar management.
• Special Events and VVIP Movements: Assist in planning and ensuring security arrangements for VVIP movements, including liaising with relevant authorities for smooth execution.
• Safety and Security Compliance: Ensures compliance with safety and security regulations and procedures during the shift & conducts safety checks and responds to incidents.
• Safety and Security Compliance: Coordinates with security personnel to address security concerns and maintain a safe environment.
• Operational Efficiency: Optimizes resource utilization during the shift to maximize efficiency and minimize costs & implements process improvements to enhance operational performance.
• Operational Efficiency: Monitors key performance indicators (KPIs) and takes corrective actions to improve performance.
• Stakeholder Management: Shift wise coordination will all regulatory agencies, airlines and ground handlers.
• Team Leadership and Development: Supervise and manage the terminal operations team during shifts, ensuring high levels of employee engagement and discipline.
• Team Leadership and Development: Identify training needs of employees and ensure team members participate in all mandatory classroom training sessions.
• Key Stakeholders - Internal: Lead - Terminal Operations Facilities Department Ground Handling Supervisor Security Supervisor IT Department HR Department Finance Department Quality Assurance Customer Service Key Stakeholders - External: Airlines MoCA,MCGM, BCAS, BOI, Customs,CISF,APHO Ground Handling Agencies Retail and Food Outlets Government Regulatory Bodies Airport Authority of India (AAI) Travel Agents Car Rental Services Security Agencies

Technical Competencies

• Customer Relationship Management System (CRMS)-AAHL
• Data Analysis and Interpretation-AAHL
• Emergency Response and Preparedness-AAHL
• Passenger Experience Management-AAHL
• Resource Allocation and Optimization-AAHL
• Safety and Security Compliance-AAHL
• Shift Operations Management-AAHL
• Strategic Operational Planning-AAHL
• Terminal Operations Management-AAHL

Qualifications and Experience

• Educational Qualifications: Bachelor's degree in Business Administration, Aviation Management, or a related field is essential.
• Work Experience: Minimum of 5-7 years of experience in airport terminal operations, with a strong focus on managing diverse stakeholders, optimizing passenger experience, and driving operational efficiency.