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Airport Operations Lead
2 weeks ago
About Adani Digital Labs
At Adani Digital Labs, we are revolutionizing the airport services experience through our cutting-edge B2B digital platform. As a key member of our team, you will play a crucial role in overseeing operations and supplier management to ensure seamless delivery and broadened service reach.
Job DescriptionOperations Management
- We are seeking an experienced operations leader to oversee daily operations for our products, ensuring exceptional customer experience.
- You will work closely with frontline partners, tech support, and suppliers to guarantee platform and service functionality.
- Create and enforce Standard Operating Procedures (SOPs) for each service to ensure consistency in service delivery and address operational issues swiftly.
Supplier Relationship & Expansion
- BUILD and maintain strong relationships with suppliers and service partners to ensure their needs are met and any issues are resolved promptly.
- IDentify, engage, and onboard new suppliers to enhance service reach and variety.
- Negotiate commercial terms with suppliers in coordination with the supply chain team to secure favorable agreements.
Customer and Partner Support
- Lead a team to manage customer queries and escalations, working with suppliers to provide timely solutions.
- Collaborate with customer service teams to ensure smooth handling of service requests and feedback.
Financial & Performance Management
- Analyse financial and operational performance metrics for each service, preparing periodic reports for stakeholders.
- Conduct regular analysis of transaction trends, cost structures, and revenue to support decision-making and strategy.
- Manage invoices, payments, and contract renewals for assigned services.
MIS Reporting & Analytics
- Prepare and distribute regular MIS reports, highlighting key insights and areas for improvement.
- Track and analyse operational KPIs to ensure service goals are met, identifying areas to optimize service delivery.
Qualifications
Experience:
- 8+ years of experience in handling operations within the airport/hospitality/travel sector.
- Proven track record in supplier management, contract negotiation, and partnership building.
- Exposure to digital platform operations, preferably in customer-facing services such as Meet & Greet or Lounge access.
Skill Set:
- Strong technical understanding of digital platforms and customer service operations.
- Excellent analytical skills, with experience in MIS reporting and performance analysis.
- Strong negotiation, communication, and interpersonal skills, with an ability to work collaboratively across teams and with external partners.