Duty Manager

Job Description

A. Job Purpose:

Responsible for providing effective and efficient services to all international flights operating during the shift in conformity to the provisions of the Airport Handling Manual and for the efficient performance of all duties by the subordinate staff, across both terminal and airside operations, as required at small international airports with daily departures of up to 4 flights.

B. Key Accountabilities:

•Works closely with GHA and all airport departments to ensure on-time flight closure and passenger boarding in achieving the on-time Performance targets and handle emergency situations.

•Provide support to staff in case of Flight Disruptions, Misconnections etc. and ensuring passengers are provided with full support during any disruption.

•Well conversant with the details of the arrivals/departures and other commitments to be met, like travel of VIP/CIP, and assign staff for the purpose.

•Effective management of available resources including manpower. Allocation of duties to staff, briefs them about their functions and latest instructions on handling procedures, and deploy them in time.

•Render all possible assistance to other departments in disposing of commercial related complaints and in ensuring on-time performance.

•Facilitates the Ramp Handling activities in liaison with GHA., Caterers, Fuels, Maintenance, Cargo, and Crew to expedite departure. Works with all departments to ensure on-time performance.

•Preventive measures to ensure there is no revenue leakage/theft or pilferage occurs at Airport level.

•Contingency Handling Preparedness

•Take prompt actions on all the incidents, carry out on-the-spot enquiries into the case of theft/ pilferage, intervene in cases of violation of handling.

C. Skills/Qualities Required:

•Communication Skills

•Customer Centricity

•Stakeholder Management

•Problem-Solving Abilities

•Strong Interpersonal Skills

D. Key Performance Indicators:

•Safety and Security

•Ancillary Revenue at the Airport

•On-Time Performance

•Mishandled Baggage

•NPS – Touch Point Scores, Compliments & Complaints

•Audits – IOSA, DGCA, Compliances

•Station Engagement and CSR Activities

E. Key Interfaces:

External Interfaces

•Third Party Vendors/Suppliers

Manage the suppliers and GHA employees to deliver targeted performance outcomes in all areas of safety, compliance, cost control, and operational performance.

•Regulatory Authorities

Oversee and ensure compliance with regulatory requirements at the Airport.

F. Educational and Experience Requirements:

Minimum Education Requirements

•Bachelor’s degree, preferably in Operations Management, Business Administration, Airport Planning/Operations

Experience:

•Minimum:

• 5+ years of experience 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 other relevant software applications