AGM - Terminal Planning

GMR Group is a global Infrastructure Conglomerate with interests in Airports, Energy, Transportation and Urban Infrastructure. With over 12000 employees the Group turnover exceeds 10000 Crores and has an asset base of 67000 crores.

GMR Group has developed & operates the Delhi & Hyderabad International Airports in India. In partnership with Megawide Construction Corporation, GMR is developing the Mactan Cebu International Airport in the Philippines. It has recently bagged the rights to develop and operate Goa's new airport at Mopa.

The Group has 15 power generation projects of which 10 are operational and 5 are under develeopment.
It has 9 operatiing road assets and a double rail track line under develeopment between Mughasarai and Kanpur on the Eastern Dedicated Freight Corridor. The Group is also developing India's largest smart Airport City near Hyderabad airport and two Special Investment Regions at Krishnagiri and Kakinada.

The Group has an elite security service business , with presence in 80 locations across 15 states.

The Group's Corporate Social Responsibility arm, GMR Varalakshmi Foundation, carries out community based development initiatives at 27 different locations across India and abroad.

KEY ACCOUNTABILITIES

Responsibilities Passenger Amenities & Service Excellence

• Design and implement initiatives to improve Airport Service Quality (ASQ) and Skytrax ratings.

• Maintain consistent availability and prompt retrieval of trolleys across key passenger touchpoints.

• Manage buggy services for the elderly, disabled, and VIP passengers across terminals.

• Drive queue management strategies in coordination with CISF and airport stakeholders.

• Maintain optimal availability and quality of commercial passenger facilities (F&B, telecom, etc.).

• Establish and monitor SLAs with agencies for high service standards (CSA, tray management, trolleys, buggies, etc.).

• Conduct regular performance audits and vendor evaluations to ensure SLA compliance.

• Handle and coordinate responses to disrupted flights (e.g., weather diversions, medical emergencies, technical faults).

• Assist in resolution of mass passenger grievances with empathy and prompt action.

• ASQ score (Overall & Individual parameter)

• No. of corrective actions taken

• SLAs Adherence

Terminal Transfers & Baggage Coordination

• Oversee all transfer processes: Domestic ” Domestic, Domestic ” International, and International ” International.

• Oversee smooth baggage clearance and timely delivery, intervening with customs as required.

• Prevent arrival hall congestion and address passenger baggage issues proactively.

• Coordinate with Ground Handling Agencies (GHA) for seamless operations and passenger satisfaction.

• ASQ & Skytrax Ratings

• No. of complaints closed

SOP Management & Regulatory Compliance

• Periodically review, draft, and update SOPs in alignment with operational changes and quality initiatives.

• Maintain strict compliance with regulatory circulars and guidelines, including NOTAMs, BCAS directives, AEP, and safety protocols.

• Incorporate changes related to security threat perceptions, hot work permits, weight & measurement guidelines, and anti-substance-abuse protocols.

• SOPs for medical support & emergencies

• No. of Incidents/Accidents handled

Audit, Quality & Continuous Improvement

• Lead internal and external audits related to ASQ, Skytrax, 5S, Kaizen, NPC, and Business Excellence.

• Drive Root Cause Analysis (RCA) on passenger complaints and develop action plans for trend mitigation.

• Maintain terminal readiness and uphold compliance standards during audits conducted by external bodies.

• No. of audits findings closed

AOP & Budget Management

• Monitor the annual operating budget for the TO Department, ensuring alignment with financial goals.

• Drive operational expenditure control and practice frugality in monthly spending while maintaining high standards of service quality.

• % saving from AOP

• Achievement of the targets defined in AOP

• Budget Deviations (Planned Vs. Actual)

KEY ACCOUNTABILITIES - Additional Details

Responsibilities Key Performance Indicators (KPIs) Team Development and Management

• Conduct periodic evaluations, identify training needs, facilitate skill development programs, and enhance team competencies.

• Foster employee engagement through Kaizen, CIP, BLIP, and cross-functional team initiatives.

• Address team concerns, provide guidance, and create opportunities for professional growth.

• Foster a culture of collaboration, accountability, and continuous improvement.

• Attrition rates

• Employee Engagement scores

OTHER DIMENSIONS

• Total strength of Terminal Ops

EDUCATION QUALIFICATIONS

• Master's degree preferably MBA

RELEVANT EXPERIENCE

• At least 15 to 20 Years Management Experience in Aviation sector ideally within a multiple terminal environment (of at least +40mppa)
• In-depth understanding of legal and regulatory framework within Civil Aviation Sector.
• Experience in dealing with senior levels of Government, Regulatory, Industry bodies & Airlines (at international level)

JOB PURPOSE

The AGM – Terminal Operations is responsible for delivering seamless, passenger-centric terminal experiences by overseeing end-to-end operations at the airport. The role focuses on enhancing service quality through efficient management of passenger amenities, disruption handling, SOP compliance, and stakeholder coordination. With a strong emphasis on service excellence (ASQ, Skytrax), audit readiness, and regulatory adherence, the incumbent ensures operational continuity and a consistently high standard of terminal operations. The role also plays a critical part in driving continuous improvement and implementing best practices across all passenger touchpoints.