Executive - CFL

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

Accountabilities

Key Performance Indicators (KPIs)

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.

- 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.

- No. of incidents handled, and feedback reported

KEY ACCOUNTABILITIES - Additional Details

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