Duty Manager - IOCC (Airport Services)

Job Summary: To effectively manage network operations, disruption management, customer facilitation and recovery of delays on day of operations. Timely and effective problem solving any issue arising out of daily operations. To act as a subject matter expert and a resource to Airport Services Team across the network. To liaise and coordinate with APMs/ GHAs for implementation of decision taken in IOCC for disruption management and schedule recovery. To encourage and ensure implementation of managerial strategies amongst the team. Regularly analyzing OTP report and suggest improvement ideas.

Key Responsibilities: 

1. To represent Airport Issues with regard to customer handling and airport infrastructure constraints in IOCC decision making process
2. Provide relevant information to Duty Manager – IOCC in terms of airport limitations, resources like catering, hotel accommodation, prevalent weather, or any other events that may affect the adherence to schedule integrity
3. Ensuring dissemination of the IOCC decision on network cancelations/ delays/ combinations/ to the respective APMs
4. Coordination with APMs to ensure customer re-accommodation on all disrupted/ delayed/ cancelled flights
5. Disseminate information on disruption to relevant stakeholders including customer re-accommodation plans and regular and timely updates
6. Pro-actively work with IOCC team to achieve On Time Performance targets
7. Coordination with service providers and GHA to ensure compliance to ground service agreement
8. Ensure compliance to the laid down IOCC checklist during disruptions
9. Monitor and analyze station Airport Services Delays and provide inputs to the management to avoid recurrence
10. Liaise with CLCU for non-scheduled operations and during diversion to offline stations
11. Prepare daily, fortnightly and monthly OTP report and present it to the management

Required Skills & Experience:  

• Customer Service
• Interpersonal Skills
• 10 years of experience in Airports

Educational Qualification:

Graduate

Location:  Mumbai Corporate.

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