AGM - Terminal Planning

JOB PURPOSE

The AGM – Terminal Operations is responsible for delivering seamless, passenger-centric terminal experiences by overseeing end-to-end operations at the airport. The role focuses on enhancing service quality through efficient management of passenger amenities, disruption handling, SOP compliance, and stakeholder coordination. With a strong emphasis on service excellence (ASQ, Skytrax), audit readiness, and regulatory adherence, the incumbent ensures operational continuity and a consistently high standard of terminal operations. The role also plays a critical part in driving continuous improvement and implementing best practices across all passenger touchpoints.

ORGANISATION CHART

Chief Terminal Operations Officer --> AGM- Terminal Operations

Responsibilities

Key Performance Indicators (KPIs)

Passenger Amenities & Service Excellence

• Design and implement initiatives to improve Airport Service Quality (ASQ) and Skytrax ratings.

• Maintain consistent availability and prompt retrieval of trolleys across key passenger touchpoints.

• Manage buggy services for the elderly, disabled, and VIP passengers across terminals.

• Drive queue management strategies in coordination with CISF and airport stakeholders.

• Maintain optimal availability and quality of commercial passenger facilities (F&B, telecom, etc.).

• Establish and monitor SLAs with agencies for high service standards (CSA, tray management, trolleys, buggies, etc.).

• Conduct regular performance audits and vendor evaluations to ensure SLA compliance.