Executive - Aviation Services -

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

Job summary

GMR Group is seeking an Executive - Aviation Services to monitor baggage delivery performance, track SOP compliance, and support operational readiness. You will coordinate with airlines, GHAs, and internal teams to ensure timely baggage handling and accurate MIS reporting.

The role requires 3–4 years in airport operations, a valid LMV driving license, and proficiency in MS Office. Shift-based responsibilities and emphasis on safety and service quality are key.

Qualifications

• Graduate with MBA in Aviation Management preferred.
• 3–4 years experience in Airport Operations / GHAs / Airlines.
• Must possess a valid LMV Driving license.
• Proficient in MS Office and Internet usage.

Responsibilities

• Monitor baggage delivery performance and SOP compliance.
• Prepare MIS reports and track KPIs.
• Coordinate with Airlines, GHAs, and other stakeholders.
• Maintain records and documentation for audits.
• Ensure timely baggage handling and SLA adherence.
• Support operations during shifts and irregular operations.

Skills

Cargo Operations

Visual Aids Management

Execution & Results

Teamwork

Problem Solving

Planning & Decision Making

Networking

Stakeholder Focus

Interpersonal Influence

Strategic Orientation

Social Awareness

Entrepreneurship

Education

Graduate

MBA in Aviation Management

Tools

MS Office

Internet usage

Job description

Job Purpose

Executive - Aviation Services is responsible for monitoring baggage delivery performance, ensuring accurate operational reporting, tracking BME/SLA/SOP compliance, and coordinating fueling maintenance windows. The role supports emergency response activation as per DAEP, prepares MIS reports, manages baggage handling operations in rotational shifts, liaises with stakeholders for seamless operations, and reports key activities to the Manager - Aviation Services.

Organisation Chart

AGM Aviation Services → Executive - Aviation Services

Key Accountabilities

Activity

Accountabilities

Key Performance Indicators

• 1
  • Responsible for physical check & ensuring 100 % compliance of SOPs as per the regulatory requirement for uninterrupted, safe & efficient Airline/GHA BMA & BBA process & BHS (Baggage Handling System) Operations during shifts and BME & FEGPU
  • No. of delays reported
  • No. of checks performance during shift.
  • No. of observations closed
  • No. of Incidents / Accidents reported
  • ASQ Scores
• 2
  • Responsible of collecting data & other information during shift pertaining to Airline/GHA baggage delivery & BHS Operations
  • Accuracy in data collection
  • Accuracy in reporting / MIS
• 3
  • Investigation and timely documentation and maintenance of mandatory records.
  • Number of Records / documents maintained.
  • No. of Incidents / Accidents investigated
  • Number of non-compliance.
• 4
  • Monitoring the defined Service Level Agreements (SLAs) related to GHA.
  • No. of stakeholder feedback / complaints.
  • No. of observations closed.
  • Deficiency in documentation.
  • Planned v/s actuals.
• 5
  • Baggage delivery as per Airport Service Standards
  • Timely delivery of Domestic / International First bag & Last bag

External Interactions

• Airlines, GHAs, Catering, Fueling, CISF
• GADL / GEMS

Internal Interactions

• Airside Operations, Terminal Operations, AOCC, BHS, Airport Systems
• S&V, GEMS, 3D, Projects & Engineering, Commercial
• IT, Amadeus, MT Section, Inline Security

Financial Dimensions

• NIL

Other Dimensions

Service Behavior & Courtesy

• Maintain a CX behavior score of ≥ 4.5/5 based on mystery audits or supervisor evaluations.
• Demonstrate proactive assistance to passengers (minimum X instances per month).

Operational Excellence

• Maintain queue times within agreed KPIs (e.g., security < 10 min, check-in < 15 min).
• Ensure baggage delivery within SLA (e.g., first bag within 10–12 min).
• Maintain 100% compliance to SOPs while balancing customer needs.

Issue Resolution

• Resolve passenger queries on the spot where feasible; target ≥ 80% first contact resolution.
• Ensure timely closure of complaints raised through feedback channels.

Safety & Compliance + Courtesy

• Zero safety violations while delivering courteous passenger assistance.
• Provide clear and calm communication during irregular operations (IROPS).
• Supervision of vendor manpower.
• Coordination with internal and external stakeholders.

Education Qualifications

• Graduate
• Master's degree preferably MBA in Aviation Management

Relevant Experience

• 3-4 Years experience with Airport Operations / GHAs / Airlines.
• Must possess a valid LMV Driving license
• Should be confident to drive LMV.
• General awareness of Aerodrome Design and Operations.
• Proficient in MS Office, Internet usage.

Competencies

• Cargo Operations (Practitioner)
• Visual Aids Management (Practitioner)
• Execution & Results
• Teamwork & Interpersonal influence
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Personal Effectiveness
• Stakeholder Focus
• Networking
• Capability Building
• Strategic Orientation
• Social Awareness
• Entrepreneurship