Head – Passenger Services (OAL) Full Time

About Air India SATS Airport Services Private Limited:

AISATS, a leading gateway services provider in India, is a 50-50 joint venture between Air India Limited (a part of the TATA Group) and SATS Ltd., one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. ‘AISATS’ is defined by its people – they are our greatest strength. Their commitment to seamless delivery and customer delight is what enables us to fulfil our brand promise of service excellence. This has been the hallmark of our business for more than a decade. With deep domain knowledge of the aviation ecosystem, we offer end-to-end ground handling services such as passenger and baggage handling, ramp handling, aircraft interior cleaning, load control and flight operations, and cargo handling services for general, perishable, transshipment, express courier and special cargo.

Job Title: Head – Passenger Services (OAL)

Location: Delhi

Department: Ops-GHS-PAX (Customer Service)

Role Overview & Job Responsibilities

Operational Scale & Regulatory Compliance

· Overall leadership of Passenger Services operations handling 220–250 aircraft movements per day, with infrastructure and process readiness to support up to 300+ flights daily.

· End-to-end management of a workforce of approximately 3,000 staff deployed across check-in, boarding gates, arrivals, baggage services, PRM handling, disruption recovery, and customer experience functions.

· Operational command across multiple terminals (Terminal 2 & Terminal 3), ensuring standardized service delivery, optimal manpower deployment, and seamless coordination with airport stakeholders and airline partners.

Regulatory Compliance, Audits & Governance

· Complete ownership and accountability for regulatory compliance in line with:

· DGCA / BCAS requirements (as applicable to passenger services operations)

· Airport Operator regulations and manuals

· Airline ground handling agreements (GHAs) and customer service manuals

· Applicable safety, security, and quality standards

· Lead and manage all internal, external, airline, airport, and regulatory audits, including:

· Operational compliance audits

· Customer service quality audits

· Safety and security inspections

· Surprise and scheduled regulatory checks

· Ensure 100% adherence to SLAs defined with airlines, airport operators, and service partners, covering:

· On-time performance (OTP)

· Check-in and boarding timelines

· Passenger handling KPIs

· Service recovery and complaint resolution TATs

· Act as the single point custodian for closure of audit observations, implementation of corrective and preventive actions (CAPA), and continuous monitoring of compliance health indicators.

Controls, Risk & Continuous Improvement

· Establish and monitor standard operating procedures (SOPs) across terminals and passenger touchpoints to ensure regulatory alignment and service consistency.

· Drive risk identification and mitigation related to staffing, service delivery, regulatory exposure, and service failures.

· Implement performance dashboards, compliance scorecards, and governance reviews to support audit readiness and zero major non-compliance outcomes.

· Champion a culture of safety, compliance, and service excellence through structured training, certification tracking, and frontline leadership engagement.