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 FEGPU

• No. of delays reported

• No. of checks performance during shift.

• No. of observations closed

• No. of Incidents / Accidents reported

• ASQ Scores

2

• Responsible of collecting data other information during shift pertaining to Airline/GHA baggage delivery BHS Operations

• Accuracy in data collection

• Accuracy in reporting / MIS

3

• Investigation and timely documentation and maintenance of mandatory records.

• Number of Records / documents maintained.

• No. of Incidents / Accidents investigated

• Number 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 Standards

• Timely delivery of Domestic / International First bag Last bag

EXTERNAL INTERACTIONS

• Airlines, GHAs, Catering, Fueling, CISF
• GADL / GEMS

INTERNAL INTERACTIONS

• Airside Operations, Terminal Operations, AOCC, BHS, Airport Systems
• SV, GEMS, 3D, Projects Engineering, Commercial
• IT, 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 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

• Graduate
• Masters degree preferably MBA in Aviation Management

RELEVANT EXPERIENCE

• 3-4 Years experience with Airport Operations / GHAs / Airlines.
• Must possess a valid LMV Driving license
• Should 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.