Customer Service Officer - 10595
GMR Group
Date: 3 weeks ago
City: Delhi, Delhi
Contract type: Full time
Job Purpose
To supervise and monitor terminal operations activity of DIAL like, allocation of resources and other activities while meeting / achieving established SOPs in specified area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.
Accountable for delivery of Terminal Operations at Delhi Airport. Monitor operations on shift at IGIA Terminal - facilities / infrastructure so as 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
Accountabilities
KEY ACCOUNTABILITIES
Key Performance Indicators
To monitor & check all process, procedures, SOPs and work instructions are in compliance with regulatory recommended guidelines for the ensuring customer delight during shift at the Passenger Terminal Building (PTB). Handling the Emergency Responses during any eventuality in the shift e.g. Bomb Threats, Evacuations, Medical & other Contingencies as per laid down SOP's.
No. of incidents handled and feedback reported. Making availability as per OMDA No. deficiencies reported. No. of issues / feedback highlighted No. of observations closed
Based on knowledge of airport processes and acquired knowledge of operating systems, recommend enhancements and modifications to improve effectiveness, passenger through put and system reliability. Ensure seem less implementation/monitoring/improvement of existing and new technology driven initiatives.
Improvement in throughput numbers and processing times at all passenger touch points.
Using knowledge of the Xovis system, develop data collection capabilities and system data bases and reporting to effectuate improved passenger experience and achievement of performance standards.
Delivering Passenger promise targets for all touch points: check-in, security and immigration clearance.
Lead TOPS efforts to implement and operate a viable Biometric Enabled Seamless Travel /Digi Yatra product. Include training staff and ultimate deployment from a TOPS perspective.
Successful DIAL implementation of Digi Yatra. Improvement in number of passengers utilizing Digi Yatra at Entry Gates /PESC and Boarding Gates.
Manage Lost & Found function at Terminal as per defined SOP
No of articles handed over to passengers /claimant without any deviation
To have the regular interface during the shifts with all the stakeholders in the Passenger Terminal building.
No. of issues raised in the meetings
MIS- Reports to the management on various KPIs and recommendations through data analysis.
Performance management systems
Team management, on the job trainings, employee engagement & discipline during shifts
Number of trainings conducted Number of R&R .
EXTERNAL INTERACTIONS
External - Roles you need to interact with outside the organization to enable success in your day-to-day work.
Vendors, CISF, Airlines, Ground handling agents, service providers
INTERNAL INTERACTIONS
Internal - Roles you need to interact with inside the organization to enable success in your day-to-day work
Airport Operations functions- TOPS, Estate Management and AOCC. Departments - IT, P&E, Finishes, Airline Marketing and Route development team
FINANCIAL DIMENSIONS
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
Good knowledge of airport operations and knowledge of basic airport systems of AOCC, Slots & Planning and Terminal Operations. Advanced knowledge of systems in use a Delhi Airport for passenger convenience and processing.
COMPETENCIES
To supervise and monitor terminal operations activity of DIAL like, allocation of resources and other activities while meeting / achieving established SOPs in specified area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.
Accountable for delivery of Terminal Operations at Delhi Airport. Monitor operations on shift at IGIA Terminal - facilities / infrastructure so as 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
Accountabilities
KEY ACCOUNTABILITIES
Key Performance Indicators
To monitor & check all process, procedures, SOPs and work instructions are in compliance with regulatory recommended guidelines for the ensuring customer delight during shift at the Passenger Terminal Building (PTB). Handling the Emergency Responses during any eventuality in the shift e.g. Bomb Threats, Evacuations, Medical & other Contingencies as per laid down SOP's.
No. of incidents handled and feedback reported. Making availability as per OMDA No. deficiencies reported. No. of issues / feedback highlighted No. of observations closed
Based on knowledge of airport processes and acquired knowledge of operating systems, recommend enhancements and modifications to improve effectiveness, passenger through put and system reliability. Ensure seem less implementation/monitoring/improvement of existing and new technology driven initiatives.
Improvement in throughput numbers and processing times at all passenger touch points.
Using knowledge of the Xovis system, develop data collection capabilities and system data bases and reporting to effectuate improved passenger experience and achievement of performance standards.
Delivering Passenger promise targets for all touch points: check-in, security and immigration clearance.
Lead TOPS efforts to implement and operate a viable Biometric Enabled Seamless Travel /Digi Yatra product. Include training staff and ultimate deployment from a TOPS perspective.
Successful DIAL implementation of Digi Yatra. Improvement in number of passengers utilizing Digi Yatra at Entry Gates /PESC and Boarding Gates.
Manage Lost & Found function at Terminal as per defined SOP
No of articles handed over to passengers /claimant without any deviation
To have the regular interface during the shifts with all the stakeholders in the Passenger Terminal building.
No. of issues raised in the meetings
MIS- Reports to the management on various KPIs and recommendations through data analysis.
Performance management systems
Team management, on the job trainings, employee engagement & discipline during shifts
Number of trainings conducted Number of R&R .
EXTERNAL INTERACTIONS
External - Roles you need to interact with outside the organization to enable success in your day-to-day work.
Vendors, CISF, Airlines, Ground handling agents, service providers
INTERNAL INTERACTIONS
Internal - Roles you need to interact with inside the organization to enable success in your day-to-day work
Airport Operations functions- TOPS, Estate Management and AOCC. Departments - IT, P&E, Finishes, Airline Marketing and Route development team
FINANCIAL DIMENSIONS
- NA
- NA
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
Good knowledge of airport operations and knowledge of basic airport systems of AOCC, Slots & Planning and Terminal Operations. Advanced knowledge of systems in use a Delhi Airport for passenger convenience and processing.
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
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