Hub Airport Manager- Terminal Ops

A. Job Purpose
The Hub Airport Manager - Terminal will be responsible for overseeing and managing all terminal operations, passenger services, and facilities at Hub Airport to ensure a seamless and exceptional travel experience for passengers.

B. Key Accountabilities

Oversee all aspects of terminal operations, including check-in counters, security checkpoints, boarding gates, and baggage handling areas.
Ensure compliance with airport regulations, safety standards, and company policies.
Monitor and optimize terminal facilities, equipment, and resources for efficiency and effectiveness.
Lead and manage the provision of excellent customer service to passengers at the hub airport terminal.
Coordinate with customer service teams to address passenger inquiries, complaints, and special requests.
Implement strategies to enhance passenger experience, satisfaction, and loyalty.
Lead, motivate, and manage a team of terminal staff, supervisors, and support personnel.
Conduct regular brief/de-brief training programs to enhance team skills, customer service standards, and safety awareness.
Foster a positive and collaborative work environment to achieve operational excellence.
Collaborate with airport authorities, regulatory agencies, and other stakeholders to ensure smooth operations and compliance.
Represent the airline in meetings, negotiations, and industry forums related to terminal operations.
Build and maintain positive relationships with external partners and service providers.
Manage budgetary allocations and financial resources for terminal operations at the hub airport.
Monitor key performance indicators (KPIs) related to passenger throughput, service quality, and operational efficiency.
Identify opportunities for cost savings, revenue generation, and process improvements.
Ensure airport readiness in emergency response planning to handle any situation effectively.

Additional responsibilities may be assigned as standalone projects or regular work, agreed upon by the incumbent, reporting officer, and HR.

C. Skills/Qualities Required
Communication Skills
Customer Centricity
Stakeholder Management
Problem-Solving Abilities
Strong Interpersonal Skills
Managerial Skills
Leadership Skills

D. Key Performance Indicators
Safety and Security
Ancillary Revenue at the Airport
On-Time Performance
Mishandled Baggage
NPS – Touchpoint scores, compliments & complaints
Audits – IOSA, DGCA, compliances
Station Engagement and CSR activities

E. Key Interfaces

External Interfaces
Third Party Vendors/Suppliers: Lead and manage suppliers and airport companies to deliver targeted outcomes in safety, compliance, cost control, and operational performance.
Regulatory Authorities: Oversee legal contracts and ensure compliance with regulatory requirements at the airport.


F. Educational and Experience Requirements

Minimum Education: Bachelor’s degree, preferably in Operations Management, Business Administration, Airport Planning/Operations.

Experience:
Minimum: 12+ years in airport operations management, preferably in a metro or hub airport setting. Strong knowledge of aviation regulations, safety procedures, and airport operations.
Desired: Proficiency in MS Office and relevant software applications. Fluency in English and local language; additional languages preferred.