Executive - Aviation Services

GMR Hyderabad International Airport Ltd; Hyderabad; On-site; INR 600,000 - 1,100,000; Full time

Job summary

GMR Hyderabad International Airport Ltd is seeking an Executive - Aviation Services to monitor baggage delivery performance, track SOP compliance, and coordinate fueling maintenance windows. You will prepare MIS reports, manage baggage handling operations, and liaise with airlines and GHAs for seamless operations.

The role requires 3-4 years in airport operations, a valid LMV driving license, and proficiency in MS Office.

Qualifications

• Graduate with relevant aviation or operations experience.
• MBA in Aviation Management preferred.
• 3-4 years experience in Airport Operations / GHAs / Airlines.
• Must possess a valid LMV Driving license.

Responsibilities

• Monitor baggage delivery performance and ensure 100% SOP compliance.
• Coordinate stakeholder interactions for seamless operations across Airside and Terminal.
• Record MIS data, investigations, and maintain mandatory documents.
• Track SLAs related to GHA; monitor queue times and baggage delivery within defined KPIs.
• Ensure baggage delivery as per Airport Service Standards and resolve passenger queries.

Skills

Cargo Operations

Visual Aids Management

Execution & Results

Teamwork

Stakeholder Focus

Planning & Decision Making

Customer Service

Networking

Problem Solving

Interpersonal Influence

Education

Graduate

Master's degree preferably MBA in Aviation Management

Tools

MS Office

Job description

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