Assistant Manager Terminal Customer Services

We are seeking a highly experienced and motivated professional to join our Terminal Operations team at Islamabad Airport. The ideal candidate will be responsible for ensuring smooth and efficient airport operations, maintaining strong coordination with various airport authorities, and leading a team to deliver exceptional service standards. This role demands excellent organizational skills, leadership abilities, and a proactive approach to managing daily operational challenges in a dynamic airport environment.

Key Responsibilities

- Report punctually for duty, adhering to uniform and grooming standards.
- Maintain close liaison and foster excellent working relationships with the Civil Aviation Authority (CAA), Airport Security Force (ASF), and other relevant airport agencies.
- Prepare and oversee duty allocations to ensure proper staffing and coverage.
- Ensure all traffic staff are appropriately dressed and available according to the roster and duty allocation.
- Supervise the conduct of pre- and post-flight briefings by the shift in charge, involving the Airside team to facilitate smooth and on-time flight departures. Discuss any instructions or messages from GMTO or higher management during these meetings.
- Promote a high level of motivation and maintain cordial working relationships among staff members.
- Coordinate closely with the flight coordinator and promptly inform the Manager Airport Operations (MAO) in case of any delays.
- Ensure all revenue and flight closing documents are accurately prepared and uploaded to the cloud system.
- Maintain records of all meet-and-assist special requests and guest complaints, ensuring appropriate follow-up actions.
- Record accurate entries in the logbook regarding actions to be taken by the incoming shift.
- Manage incoming and outgoing flight files and ensure all relevant documents are properly uploaded and closed.
- Uphold high standards of guest service throughout all operations.
- Drive efforts to ensure counters close on time and flights depart as scheduled.
- Take accountability for baggage handling during duty hours, coordinating closely with relevant departments.
- Provide assistance alongside the baggage team in cases of baggage offloading or when help is requested.
- Submit staff leave recommendations to the Manager Airport Operations.
- Raise HRM and safety reports promptly in the event of any incidents.
- Keep the Manager Airport Operations informed about delays, diversions, or any operational disturbances.
- Perform any additional duties or assignments as directed by the Duty Terminal Officer (DTO) or Manager Airport Operations (MAO).

Required Qualifications

- Bachelor’s degree or equivalent qualification.
- 10 to 15 years of experience in a similar role within airport or terminal operations.
- Proven expertise in terminal operations, flight coordination, and team leadership.
- Strong skills in duty and roster management, on-time performance (OTP) management, and airside coordination.
- Demonstrated ability to manage stakeholder relationships, particularly with CAA and ASF.
- Experience in delay management, staff supervision, operational compliance, and comprehensive reporting and documentation.
- Excellent problem-solving capabilities combined with strong communication and interpersonal skills.
- Maximum age limit: 35 years.

This position offers the opportunity to work in a fast-paced, challenging airport environment where operational excellence and teamwork are paramount. The successful candidate will play a critical role in ensuring seamless airport operations and exceptional guest experiences.

Department: Terminal Operations
Location: Islamabad Airport
Number of Openings: 1