Lead - Terminal Operations

Adani Group; Jaipur; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Adani Group is seeking a Lead - Terminal Operations to shape strategic direction, manage terminal teams, and optimize passenger experience. The role involves planning, operations oversight, and strong stakeholder collaboration to ensure efficient terminal functioning.

The incumbent will drive improvements, ensure compliance, and coordinate with vendors and regulators while maintaining safety and service standards at large facilities.

Qualifications

• Master's degree in MBA with operations focus or related field.
• 10+ years in airport/terminal operations with leadership of large teams.

Responsibilities

• Develop and implement terminal operation plans aligned with airport goals.
• Oversee day-to-day terminal operations ensuring smooth passenger flow and service.
• Lead emergency response planning, drills, and capability development.
• Ensure regulatory compliance and adherence to SOPs and work instructions.
• Drive process improvements and stakeholder collaboration for service excellence.
• Coordinate inspections, maintenance, and vendor SLA performance.
• Mentor and develop the terminal operations team toward high performance.
• Engage with internal and external stakeholders during major events and summits.

Skills

Stakeholder management

Team leadership

Operations planning

Emergency response

Passenger experience

Data analysis

Education

MBA in Operations

Tools

CRMS-AAHL

Job description

Purpose/Objective

Lead - Terminal Operations is responsible for the strategic direction, management, and optimization of terminal operations.

This role involves developing and implementing operational plans, leading and developing the team, enhancing passenger experience, driving process improvements, and fostering strong stakeholder relationships to ensure efficient and seamless terminal operations.

Key Responsibilities of Role

• Terminal Operational Planning: Develops and implements the terminal operational plans aligned with the airport's overall goals & conducts market analysis to identify opportunities and challenges.
• Oversees the day-to-day operations of the terminal, ensuring efficient passenger flow and service delivery.
• Develop terminal operation roles in emergency response management.
• Review and validate terminal operations functions in various emergency scenarios.
• Regulatory Compliance: Monitor and ensure that all processes, procedures, Standard Operating Procedures (SOPs), and work instructions comply with regulatory guidelines.
• Conduct regular audits and reviews to assess adherence to established protocols, ensuring a consistent focus on customer delight in the Passenger Terminal Building (PTB) Facility Maintenance: Ensure the terminal is well-maintained and meets safety and operational standards.
• Coordinate regular inspections and maintenance schedules for terminal infrastructure and equipment.
• Vendor Management: Ensure that all Service Level Agreements (SLAs) related to housekeeping, fumigation, and other vendor services are met during shifts.
• Monitor vendor performance and address any discrepancies to maintain operational standards.
• Team Leadership and Development: Supervise and manage the terminal operations team, ensuring high levels of employee engagement and discipline.
• Leads and motivates the terminal operations team to achieve operational excellence & builds a high-performing team through training and development.
• Process Improvement: Identifies opportunities to improve terminal operations and passenger experience & implements new technologies and processes to enhance efficiency.
• Conducts process audits and benchmarking to identify best practices.
• Passenger Feedback Handling: Address passenger grievances, feedback, and suggestions promptly, ensuring they are documented and forwarded to the appropriate departments for resolution.
• Track the status of issues raised by passengers to ensure timely closure.
• Stakeholder Management: Maintain regular communication with all stakeholders in the PTB during shifts, ensuring effective collaboration and information sharing.
• Facilitate all International delegates arriving/transiting for various Summit meetings Lead meetings and discussions to address operational issues and enhance service delivery.
• Key Stakeholders - Internal: Head - Terminal Operations Facilities Department Facilities Department Finance Department HR Department IT Department Procurement Department Security Department Customer Service Maintenance Department
• 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
• Strategic Operational Planning-AAHL
• Terminal Operations Management-AAHL

Qualifications and Experience

• Educational Qualifications: Master's degree in Business Administration (MBA) with a specialization in operations management or a related field is preferred.
• Work Experience: 10+ years in airport operations, with a proven track record in leading large-scale terminal operations.