Executive - CFL

GMR Group; Visakhapatnam; On-site; INR 450,000 - 650,000; Full time

Job summary

GMR Group in Visakhapatnam is seeking a Terminal Operations Lead to oversee airport terminal functions on shift, ensuring safe, compliant and customer-focused service delivery. You will monitor SOPs, manage passenger flow, buggies and supplies, and coordinate with CISF, airlines and ground handlers.

The role requires 3–4 years of airport operations experience, proficiency in MS Office and basic data analytics, and graduate-level education.

Qualifications

• Graduate in any discipline required.
• Proficient in Excel, Word and PowerPoint.
• Proficient in basic data analytics.
• Degree in advanced analytics is an added advantage.

Responsibilities

• Monitor and check processes to ensure SOPs/regulatory guidelines during the shift at the Passenger Terminal Building (PTB).
• Ensure service delivery standards across key touchpoints during the shift to uphold customer satisfaction.
• Oversee availability and serviceability of buggies, wheelchairs, trolleys, and drinking water stations.
• Assist in conducting regular SOP reviews and audits for compliance and operational excellence.
• Handle emergency responses during any eventuality in the shift, such as bomb threats, evacuations, and medical contingencies as per SOPs.
• Coordinate with internal and external stakeholders during emergencies to ensure swift resolution.

Skills

Data analytics basics

Education

Graduate in any discipline

Degree in advanced analytics

Tools

MS Office Suite

Job description

Job Description:

JOB PURPOSE

Accountable for delivery of Terminal Operations at the Airport and monitor operations on shift at Terminal - facilities / infrastructure to ensure smooth operations, effective emergency response, and adherence to all SOPs including safety standards & provide the required MIS through close coordination with stakeholders to ensure positive image & world class customer services.

ORGANISATION CHART

Dy. Shift Lead CFL --> Customer Services Executive --> Reportees --> Reporting to --> Position Title

KEY ACCOUNTABILITIES

Terminal Operations Monitoring

• Monitor and check all processes, procedures, SOPs, and work instructions to ensure they follow regulatory guidelines during the shift at the Passenger Terminal Building (PTB).
• Ensure service delivery standards are met across key touchpoints during the shift to uphold customer satisfaction.
• Oversee availability and serviceability of buggies, wheelchairs, trolleys, and drinking water stations.
• Assist in conducting regular SOP reviews and audits for compliance and operational excellence.

Key Performance Indicators (KPIs)

• No. deficiencies reported
• No. of issues / feedback highlighted
• No. of observations closed

Emergency Response & Contingency Handling

• Handle emergency responses during any eventuality in the shift, such as bomb threats, evacuations, and medical or other contingencies as per laid down SOPs.
• Coordinate with relevant internal and external stakeholders during emergencies to ensure swift and effective resolution.

Key Performance Indicators (KPIs)

• No. of incidents handled, and feedback reported

EXTERNAL INTERACTIONS

• Vendors, CISF, Airlines, Ground handling agents, service providers

INTERNAL INTERACTIONS

• Airport Operations functions- TOPS, Estate Management and AOCC. Departments - IT, P&E, Finishes, Airline Marketing and Route development team

FINANCIAL DIMENSIONS

• Nill

OTHER DIMENSIONS

• NA

EDUCATION QUALIFICATIONS

• Graduate in any discipline
• Proficient in MS office especially in Excel, word and Power point.
• Proficient in basic data analytics.
• Degree in advanced analysis is an added advantage

RELEVANT EXPERIENCE

• 3-4 years of experience and good knowledge of airport operations and knowledge of basic airport systems of AOCC, Slots & Planning and Terminal Operations.
• Advanced knowledge of systems in use at the Airport for passenger convenience and processing.

COMPETENCIES

• Performance Monitoring and Reporting (Practitioner)
• Passenger facility Management (Practitioner)
• Terminal Operations Processes (Practitioner)
• Passenger Flow Management (Practitioner)
• Stakeholder Management (Internal and External) (Practitioner)
• Customer Service Excellence and Complaints 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

Requirements: