Manager - NAC

JOB PURPOSE Monitoring & streamlining non aero commercial (Retail/F&B/services) day to day operations for smooth business function & service quality. Audit of set process, implementing processes improvements; monitoring concessionaires functioning, coordinating with internal & external agencies etc to improvise the passenger service delivery. Manage operational performance of external service providers with large work force which impact commercial revenues.

 Monitoring & streamlining non aero commercial (Retail/F&B/services) day to day operations for smooth business function & service quality. Audit of set process, implementing processes improvements; monitoring concessionaire’s functioning, coordinating with internal & external agencies etc to improvise the passenger service delivery.

Manage operational performance of external service providers with large work force which impact commercial revenues.

ORGANISATION CHART KEY ACCOUNTABILITIES

Accountabilities

Key Performance Indicators

Manage operational performance of external service providers …

• Tenega car Parking Operations.
• Raxa for AET(airport entry tickets).
• Paid porter service.
• Go Karting,
• Meet & greet.

Revenue

Daily /Weekly/Monthly Audits - conducting various internal audits (RFB/Night audits/safety audits/F&B) to ensure set processes is being followed by all concessionaires/agencies.

ASQ Score

Compliances - coordinate & follow-up for all required compliances & ensure it is adhered by all the concessionaires.

(Security programmes ,EPOS systems, bill books, fire prevention systems )

100% compliance

Process improvisation – Analyzing & implementing new processes to maximize passenger experience & minimize revenue leakages to meet desired airport service standard.

ASQ score

Service Contracts negotiation & finalization –negotiation & finalization of services contracts (Housekeeping /pest control/maintenance/fire prevention equipment AMC) for concessionaire’s to uplift the standards.  

ASQ score

Complaint management —

• Capture passenger feedbacks.
• Analyse areas of concern.
• Action plan to avoid repetitive complaints.

100% closure

Closure of WAA / BCM/ASQ/fire audit points – Ensure on time closure of all the audit pending points.

100% closure

Concessionaire support and coordination – coordinate with TOPS, TS, CFL, CISF, Goods movement, Security, AEP section for smoother functionality of all concessionaires inside PTB.

Concessionaire engagement score

EXTERNAL INTERACTIONS •Key account Managers commercial.
•AGM Terminal Operations, Gm Terminal operations. AGM/Manager- AOCC. AGM- customer facilities.
•AGM- Airport service quality.Manger- complaint management cell.IT managers
•AGM/Manager- Safety & environment.AGM- ARFF.Manager- security & control .
INTERNAL INTERACTIONS All retail store managers. F&B operations managers.Services- Managers & Regional managers.
Head operations- Tanega parking services.Operations Manager- ISS housekeeping services.Head security Raxa.
External agencies- Tanega (parking),RAXA(security)
.
FINANCIAL DIMENSIONS •Responsible for the Operational performance of external service providers
OTHER DIMENSIONS •3 reportees
EDUCATION QUALIFICATIONS •MBA/PGDM.
RELEVANT EXPERIENCE •6-8 years of operations experience.
COMPETENCIES

• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Personal Effectiveness
• Entrepreneurship
• Social Awareness

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