Associate Manager- Passenger Amenity - 11952

Job Purpose

To help create and sustain a culture of seamless knowledge sharing, collaboration, idea generation & implementation across business functions; to ensure effective deployment and execution of 5-pillar KM strategy and Idea Management System with the focus to support strategic initiatives at DIAL to meet the business goals; along with the measurement of the effectiveness of KM interventions on a regular basis.

ORGANISATION CHART

Key Accountabilities

• Coordinate with key internal & external stakeholders to ensure all passenger amenities and services are properly managed.
• Oversee monthly compliances for vendors delivering passenger amenities & ensure operations delivered to agreed SLAs
• Responsible for preparing and managing roster of trolley operators and supervisors who work in 3 terminals.
• Manage performance of Trolley operations team and engage with Human Resources team for an IR related matters.
• Daily, weekly, monthly operational review of performance and ensure no gaps in delivering Trolley, Buggy, medical and 3rd party passenger amenity services.
• Manage Trolley operations team and work with Terminal Operations to ensure that Trolley Operations, Medical Services, Buggy Services are provided in accordance with established policies and procedures.
• Manage financial approvals for 3rd party supplies & ensure timely coordination for procurement processes to deliver passenger amenities. Oversee contract execution & management.
• Manage the budget for passenger amenities and services and ensure that all expenses are properly accounted for and allocated.
• Monitor customer satisfaction levels for passenger amenities and implement corrective actions to address any issues that arise. Review complaints received from CRM team, investigate as per timelines & take corrective action as required.
• Develop programs and initiatives to improve the efficiency and effectiveness of passenger amenities and services.
• Stay up-to-date with industry trends and technologies to identify new opportunities for passenger amenities and services.
  
  
  

KEY ACCOUNTABILITIES - Additional Details

Key Performance Indicators:

• Trolley availability at all designated areas and no scattering of trolley in Trolley.
• Number of complaints processed with-in timelines for passenger amenities
• Passenger Amenities vendor management framework delivery
• Customer Satisfaction for Passenger Amenities
• Availability of seamless medical services in all terminals
• No. of incidents handled and feedback reported
• Making Trolley availability as per OMDA for passenger amenities
• No. deficiencies reported
• ASQ scores
• 5S initiatives
  
  
  

EXTERNAL INTERACTIONS

Government Agencies: CISF, Immigration, Customs, Delhi Police, AFRRO, SPG

• Airlines
• Medical Services
• Commercial Outlets
• Vendors (House-keeping, Baggage Handling Services)
• RAXA Security
  
  
  

INTERNAL INTERACTIONS

• Airport Operations Control Centre (AOCC)Airport Rescue and Fire Fighting (ARFF)Guest Relations, Maintenance Team Commercial Department Airside, Aviation Services, Landside department IT department
  
  
  

FINANCIAL DIMENSIONS

• 33.8 Lac for KM and Idea Factory
  
  
  

Other Dimensions

• Direct Reports
  
  
  

Education Qualifications

Graduate from reputed university preferably MBA

Relevant Experience

• Strong leadership and communication skills
• Operational experience in managing IR with frontline teams
• Excellent problem-solving skills and ability to work under pressure
• Ability to manage multiple tasks and priorities simultaneously
• Knowledge of aviation regulations and industry standards
• Proficient in Microsoft Office software Proven experience in project management methodologies, including project planning, monitoring, and reporting
  
  
  

COMPETENCIES

• Personal Effectiveness
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence