Job Description

Job Title: Passenger Service Manager
Industry: Aviation
Location: Mumbai
Job Type: Full Type
Minimum Qualification: Bachelor\'s degree in a relevant field.
Experience: A minimum of 5-7 Years in ramp operations or passenger services.
Job Overview: * Develop strategies for the Passenger Services Department in alignment with company vision, mission, and values, as well as legal regulations.

• Establish current and long-term objectives, policies, and operating procedures to ensure passenger services comply with procedures set by respective airlines and regulating bodies at the airport.
• Represent the company in relationships with customers, authorities, and professional bodies.
• Plan, organize, direct, control, and develop all Passenger Services Department activities.
• Resolve passenger service issues, control the team effectively, and ensure the highest standards of customer satisfaction in terms of quality, efficiency, and effectiveness.

Roles and Responsibilities:

• Ensure passenger services comply with procedures set by respective airlines and regulating bodies at the airport, including DIAL, customs, immigration, CISF, and DGCA.
• Keep the team updated with the latest policies, procedures, and regulations.
• Maintain coherence, peace, and discipline among the staff; notify the Head of Operations of unresolved issues and provide suggestions for improving Passenger Services Department offerings.
• Contribute to formulating Passenger Services strategies and policies in alignment with the company\'s vision, mission, values, and legal procedures, and implement approved strategies.
• Assist the Head of Operations in relations with customers and airport authorities.
• Recommend key personnel, build and lead teams to achieve goals, and monitor and evaluate team performance.
• Audit Passenger Services Department records, perform spot checks for discrepancies, and contribute to corrective measures.
• Evaluate technology solutions to improve data management.
• Monitor global and Indian sectoral improvements, benchmark against other companies\' practices, and share insights with management and the team.
• Prepare the department\'s budget and submit it to the Head of Operations; execute annual budgets and perform periodic cost and productivity analysis.
• Plan resources for the department and obtain approval from the Head of Operations; use approved resources for operations.
• Prepare and submit procedures/instructions for approval and disseminate them to employee\'s post-approval.
• Plan annual leaves for department employees, ensure administrative processes comply with company procedures, and provide necessary approvals.
• Determine annual training requirements for the department, plan and implement training programs, and coordinate with the training department as needed.
• Participate in job interviews for department candidates and report assessments to the Head of Operations for approval.
• Monitor monthly department targets, report to the Head of Operations, measure individual performance and development, and participate in planned training and projects for self-improvement.
• Observe customer satisfaction and propose improvements to the Head of Operations.
• Communicate with other departments and external agencies to ensure smooth services.
• Assist the Head of Operations with customer and state authority relations.
• Ensure the proper functioning of department devices and instruct Duty Officers to address deficiencies.
• Ensure the security and safety of company property and confidential information.
• Uphold the company\'s corporate image and service standards.
• Ensure team adherence to company values, principles, and procedures; serve as a role model for the team.
• Conduct risk assessments and define operational controls.
• Implement risk control measures and plan manpower and equipment for operational efficiency, safety, and security.
• Maintain records as per the Master list of documents and records.
• Investigate incidents and accidents.
• Ensure significant issues from the safety program are regularly reviewed by operations management.

Functional:

• Prepare monthly and weekly work schedules for the department and submit them for approval.
• Plan personnel overtime within the work schedule and ensure information flow for personnel food and transport services.
• Resolve day-to-day operational issues beyond the jurisdiction of Duty Officers and inform the Head of Operations of unresolved or unauthorized issues.
• Maintain and replenish department stocks as needed.
• Monitor additional services provided to airlines and update extra service forms accordingly.
• Attend regular management meetings and share necessary information with the team to ensure smooth operations.

Environment, Health, and Safety:

• Implement Environment, Health, and Safety Policies and Procedures in the department.
• Achieve allocated Environment, Health, and Safety targets and programs.
• Promote Safety Culture within the department.
• Provide guidance to subordinates.
• Ensure hazardous waste reduction and proper collection.
• Ensure all employees adhere to Safety rules and regulations.
• Be accountable for the Operational and Safety performance of the department.
• Hold authority to stop work in case of procedure violations or non-compliance with legal and regulatory requirements.

Qualifications & Skills:

• Bachelor\'s degree in a relevant field.
• Minimum of 5 years of experience in passenger services or ramp operations.
• Strong leadership and team management skills.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong organizational and problem-solving skills.
• Knowledge of airport operations, regulatory requirements, and safety standards.
• Ability to work in a fast-paced and dynamic environment.

Note: Aviation Indeed does not charge any fee for interviews or recruitment from candidates. Report any such fraudulent incident to
About us
Aviation Indeed, the global leader in aviation, aerospace, and defense, is at the forefront of providing top-notch staffing solutions for Payroll and recruitment in these industries. We specialize in offering a wide array of opportunities, including Aviation Company Jobs, Aviation Industry Jobs, Aerospace Jobs, and Defense Jobs. Operating not only globally but also specifically in Aerospace Jobs India and Defense Jobs India, we are committed to connecting top-tier talent with esteemed clients in these dynamic sectors.
Our dedicated team of professionals is driven by a singular commitment to facilitating career growth and industry development. We don\'t merely find candidates; we passionately nurture careers and actively contribute to the growth of the aviation industry, aerospace sector, and defense field. With a deep understanding of these sectors, coupled with exceptional service and a proven track record, Aviation Indeed emerges as your trusted partner for achieving success in the world of aviation and defense.
As a global leader in aviation, aerospace, and defense, our commitment extends to driving the success of airlines and aerospace companies, ensuring sustainable growth. Explore exciting opportunities with us and be a part of the future of Aviation Industry Jobs and Aerospace Jobs India or Defense Jobs India. Aviation Indeed is your gateway to a thriving career in these dynamic and evolving fields.