Monitor operational performance of external Service Providers as per the Service Level Agreements (SLAs)
Responsible for inspecting all Concessionaires operational areas per checklist and schedule.
Monitor Compliance requirements for Service Quality Audits
Responsible for inspecting all Concessionaires operational areas for Fire prevention, Safety and other compliances.
Complaint/Grievance/Feedback management by facilitating suitable actions for immediate attention and escalation. Root cause investigation and analysis of recurring complaints for process improvement.
ORGANISATION CHART
Key Accountabilities
EXTERNAL INTERACTIONS
External
Service Providers, Contractors, Airport agencies
Concessionaires
External auditors, CISF
INTERNAL INTERACTIONS
Internal
All Operational departments
Vertical Heads, Key Account Managers
Business Excellence, Service Quality Department
FINANCIAL DIMENSIONS
Other Dimensions
EDUCATION QUALIFICATIONS
Relevant Experience
COMPETENCIES