Head - Passenger Services (OAL) - IVN (AVP)

Job Description

Job Title: Head - Passenger Services (OAL) - AVP Location: Delhi Department: Operations - Passenger Services (Ground Handling) Employment Type: Full-time (Senior Management Role) Job Overview We are seeking an experienced aviation operations leader for the role of Head - Passenger Services (OAL) . The incumbent will be responsible for end-to-end leadership of passenger services operations, ensuring seamless airport passenger handling, regulatory compliance, service excellence, and large-scale workforce management across multiple terminals. This role involves overseeing high-volume airport operations, managing service delivery standards, and ensuring strict adherence to regulatory, safety, and quality frameworks. Key Responsibilities Operational Leadership • Lead passenger services operations handling approximately 220-250 aircraft movements daily , scalable up to 300+ flights. • Manage a workforce of around 3,000+ staff across check-in, boarding gates, arrivals, baggage services, PRM assistance, disruption handling, and customer service functions. • Ensure smooth coordination across multiple terminals and maintain standardized service delivery across all passenger touchpoints. • Optimize manpower deployment and ensure operational readiness for peak and irregular flight schedules. Regulatory Compliance & Governance • Ensure full compliance with DGCA, BCAS, airport operator regulations, and airline ground handling agreements . • Lead all internal and external audits including: • Operational compliance audits • Safety and security inspections • Customer service quality audits • Regulatory and surprise audits • Ensure adherence to all safety, security, and quality standards applicable to airport operations. • Act as the custodian for audit closures, CAPA implementation, and compliance governance. Service Delivery & Performance Management • Ensure strict adherence to SLAs with airlines and airport stakeholders, including: • On-Time Performance (OTP) • Check-in and boarding timelines • Passenger handling KPIs • Complaint resolution turnaround time (TAT) • Drive operational efficiency and service excellence across all passenger touchpoints. • Monitor service recovery processes during disruptions and irregular operations. Process Control & Continuous Improvement • Develop and implement SOPs across all passenger service functions. • Establish performance dashboards, compliance scorecards, and operational KPIs. • Identify operational risks and implement mitigation strategies related to staffing, safety, and service delivery. • Drive continuous improvement initiatives to enhance customer experience and operational efficiency. • Promote a strong culture of safety, discipline, and service excellence through training and leadership engagement. Required Qualifications • Bachelor's degree (preferably in Aviation, Management, or related field). • Minimum 10-15+ years of experience in airport passenger services / ground handling operations. • Proven experience in leading large-scale airport operations teams. • Strong knowledge of DGCA, BCAS, and aviation regulatory frameworks. Key Skills Required • Airport operations management • Leadership & team management • Regulatory compliance (DGCA/BCAS) • Stakeholder management (airlines, airport authorities) • Crisis & disruption management • Process improvement & SOP development • Strong analytical and decision-making skills Aviation Indeed do not charge any type of charges from candidates. Any suspicious activity to be reported at info@aviationindeed.om

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