Head - GS Hub Operations

Date: 21-Jun-2022

Location: Gurgaon

Company: TATA SIA Airlines Limited

Job Overview

To provide Operational support to HUB Airports in line with company policies and procedures. You will ensure that Ground Services functions at the HUB are performed with highest levels of Customer care, operational efficiency, and regulatory compliance. 

Key Responsibilities

  • Monitoring of On Time Performance (Daily, weekly, and monthly) and keeping a track of DGCA published data
  • Ensure all compliances are met as per company and regulatory requirements (DGCA, IOSA, Labour Laws)
  • Stake holders (Internal and External) coordination along with AVP- GS
  • Ensure regular quality checks, audits are conducted for internal team and GHA for regular compliances and service delivery
  • Responsible for ensuring and delivering consistent and exemplary service delivery at every customer touch points across the Vistara network airports
  • Handle customer services feedback with the help of call centre/customer relation/social media team and take real time action
  • To ensure preparedness and understanding of ERP at all Hubs-Airports by Station Managers to handle Crisis

  • Coordinate with other stake holders/Airport authorities and obtain space for Ticketing/check-in, back office, flight Ops, Inflight, Engineering, Airside and Cargo operations
  • Ensure readiness of operations with all sorts of IT equipment, GSE, GHA in coordination with Finance and Marketing Team
  • Liaise with Ground handling agents for smooth Ground operations in line with the signed SGHA and SLA
  • Keep monitoring Airport readiness activity including hiring right talent /transferring internal resource to ease out the operations
  • Coordinate with HR for timely recruitment and back-filling of budgeted position and support AVP-GS
  • Coordination with training department for coordination of new hire trainings and refreshers for team members 
  • Analysing costs per PAX trends presenting the budget trends to AVP-GS on periodic basis 
  • Pro-actively identify potential gaps in the current processes and continuously work towards system and service improvements   

  • Review system requirement, budgeting with the help of IT for Airport expansion and for ongoing Special projects
  • Support in implementation of various departmental project and ensure timely execution 
  • Simplify processes for the teams and process monitoring
  • Monthly assessment of station performance, balance score cards and analysing with AVP-GS 
  • Efficient and effective process designing aimed at simple and sustainable implementation
  • Identifying system & training needs to automate various manual processes to bring about efficiency and efficacy within Airport environment.
  • Delegating tasks to Station Manager-Ground Services and following up for prompt closure    
  • Work on ancillary revenue enhancements and drive the daily targets through network Hub Airports

Skills & Attributes

  • Good leadership and team management skills
  • Hands on experience of MS Excel/MIS tools /presentation skills
  • Good communication and presentation skills
  • Ability to get into the detail and solution centric approach
  • Stakeholder management and customer focus
  • Creative, passionate, self-starter, driver for results, influencing, interpersonal skills and team player

Work Experience

  • Minimum 12 years’ experience in managing Large Airport Operations with minimum 2 years of work experience at a HUB or Metro Airport


  • Graduate from a recognized university




All Vistara employees are required to be fully vaccinated against COVID-19