Executive - Aviation Services -

Job Purpose

Executive - Aviation Services is responsible for monitoring baggage delivery performance, ensuring accurate operational reporting, tracking BME/SLA/SOP compliance, and coordinating fueling maintenance windows. The role supports emergency response activation as per DAEP, prepares MIS reports, manages baggage handling operations in rotational shifts, liaises with stakeholders for seamless operations, and reports key activities to the Manager - Aviation Services.

ORGANISATION CHART

AGM Aviation Services --> Executive - Aviation Services

Key Accountabilities

Activity

Accountabilities

Key Performance Indicators

1

Responsible for physical check & ensuring 100 % compliance of SOPs as per the regulatory requirement for uninterrupted, safe & efficient Airline/GHA BMA & BBA process & BHS (Baggage Handling System) Operations during shifts and BME & FEGPUNo. of delays reportedNo. of checks performance during shift.No. of observations closedNo. of Incidents / Accidents reportedASQ Scores

2

Responsible of collecting data & other information during shift pertaining to Airline/GHA baggage delivery & BHS OperationsAccuracy in data collectionAccuracy in reporting / MIS

3

Investigation and timely documentation and maintenance of mandatory records.Number of Records / documents maintained. No. of Incidents / Accidents investigatedNumber of non-compliance.

4

Monitoring the defined Service Level Agreements (SLAs) related to GHA.No. of stakeholder feedback / complaints.No. of observations closed.Deficiency in documentation.Planned v/s actuals.

5

Baggage delivery as per Airport Service StandardsTimely delivery of Domestic / International First bag & Last bag

EXTERNAL INTERACTIONS

Airlines, GHAs, Catering, Fueling, CISFGADL / GEMS

INTERNAL INTERACTIONS

Airside Operations, Terminal Operations, AOCC, BHS, Airport SystemsS&V, GEMS, 3D, Projects & Engineering, CommercialIT, Amadeus, MT Section, Inline Security

FINANCIAL DIMENSIONS

NIL

Other Dimensions

Service Behavior & Courtesy

∙ Maintain a CX behavior score of ≥ 4.5/5 based on mystery audits or supervisor evaluations.

∙ Demonstrate proactive assistance to passengers (minimum X instances per month).

Operational Excellence

∙ Maintain queue times within agreed KPIs (e.g., security < 10 min, check-in < 15 min).

∙ Ensure baggage delivery within SLA (e.g., first bag within 10–12 min).

∙ Maintain 100% compliance to SOPs while balancing customer needs.

Issue Resolution

∙ Resolve passenger queries on the spot where feasible; target ≥ 80% first contact resolution.

∙ Ensure timely closure of complaints raised through feedback channels.

Safety & Compliance + Courtesy

∙ Zero safety violations while delivering courteous passenger assistance.

∙ Provide clear and calm communication during irregular operations (IROPS).

Supervision of vendor manpower. Coordination with internal and external stakeholders.

Education Qualifications

GraduateMaster's degree preferably MBA in Aviation Management

Relevant Experience

3-4 Years experience with Airport Operations / GHAs / Airlines.Must possess a valid LMV Driving licenseShould be confident to drive LMV.General awareness of Aerodrome Design and Operations.Proficient in MS Office, Internet usage.

COMPETENCIES

Cargo Operations (Practitioner) Visual Aids 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