Am (Operations)

Location: Delhi, IN- Company: GMR Airports Limited**JOB PURPOSE**: Act as support function for MC operations at platform level for non-aero related channel (includes Retail, Hospitality, Advertising & Promotions, Services & Landside, Other strategic initiatives & Revenue /Billing), working in collaboration with Airport Commercial teams, business partners (Concessionaires etc.) & other internal & external stakeholders with an objective of creating a unique experience for passengers at the airport and ensuring that the defined revenue targets are achieved. The role encompasses planning, Operations & execution of Business Plans in collaboration with Airport teams & business partners and engagement with Internal & External stakeholders **ORGANISATION CHART**: AM-Operations-> AGM Operations **KEY ACCOUNTABILITIES**: **Accountabilities** **Key Performance Indicators** - Commercial (Non-Aero) Department Annual Operating Plan - Support GAL- VP Commercial & BD & AGM Operations in preparing the Annual Operating Plan (AOP) in alignment with airport commercial teams and collaboration with other Sector department heads (Operations, Finance, SPG, HR, IT etc) - Achievement of the targets defined in AOP for GAL - Sales, Yield%, Income, IPP,SPP & growth - Deviation from department budget - Budgeted vs. Actuals - ASQ ratings/ Skytrax Rankings - Drive growth in existing portfolio across all categories - Provide inputs for refreshing the commercial concept across airport assets so as to increase channels of revenue as well as customer interest in using the airport as a definite shopping option - Continuously work to identify & increase the number of strategic tie with brands and partners for new commercial opportunities - Revenue planned vs. actual from existing accounts ASQ ratings/ Skytrax Rankings - Retail Development/ Projects - Coordinate Project completion along with airport teams & Fit-out work for Non-aero related businesses - Number of new accounts registered - Fit-out period - ACOD timelines - Airport Marketing & Analytics - Identify initiatives and other marketing programs at platform level, in conjunction with Marketing team & AGM -Ops to build the commercial offering - Ensure Market environment understanding/ benchmarking & required data Analytics to ensure business decisions - Increase in the commercial (non-aero) revenue - No. of Marketing campaigns with desired ROI, Social Media improvements - Implement standardized systems and processes at platform level to improve efficiencies/ achieve synergies and enhance customer experience. Percentage retention of existing accounts - Revenue targets - planned vs. achieved - DSO - Internal audit compliances - ASQ ratings/ Skytrax rating - Work in collaboration with stakeholders towards development of systems and processes to improve the overall customer experience - Standardize the commercial documents like license agreements, operator agreements, proposals, SOPs etc **EXTERNAL INTERACTIONS**: - BCAS/ Other Regulatory Authorities - ensuring all necessary approvals / licenses are obtained. - Retail Services & Brands - identifying & evaluating market trends and potential services providers. - Key strategic partners for tie-ups/ alliances etc. - Airport Industry Bodies - representing Airport and industry knowledge / best practice sharing. - Concessionaire Brands: CEO, Operations Head, Brand Head, Store Head. - Other agencies like CISF, Municipal Corporation etc **INTERNAL INTERACTIONS**: - Sector BD team, Airport Commercial team. - SPG / Other Department Heads - collaboration on AOP preparation - Airport Operations - day to day operations, space management, passenger movement etc - Finance - Commercial (Non Aero) department budget preparation and monitoring - Legal - P&E (Project & Engineering), Finishes Team, ARFF Team, IT Team - Security & Landside Team **FINANCIAL DIMENSIONS**: - Annual Operating Plan (AOP): - Sales: As per AOP finalized - SPP: As per AOP finalized - Yield%/ Income: As per AOP finalized - IPP - SPSM - IPSM - Daily Sales Outstanding (DSO) **OTHER DIMENSIONS**: - Direct Reports - Total Passengers Handled - Retail Space - No. of business managed - No. of business Opened - No. of Concessionaire managed **EDUCATION QUALIFICATIONS**: - Post Graduate (MBA) - Strong domain knowledge, understanding of all B2C processes and a good financial & commercial acumen **RELEVANT EXPERIENCE**: - ~8-10 years of total experience in Sales & Marketing, Operations, Retail, Mall Management/ leasing. Exposure to Airport Commercial/ BD will be an added advantage **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