Lead – Sales Pranaam Services

About Business:

Adani Group: Adani Group is a diversified organisation in India comprising 10 publicly traded companies. It has created a world class logistics and utility infrastructure portfolio that has a pan-India presence. Adani Group is headquartered in Ahmedabad, in the state of Gujarat, India. Over the years, Adani Group has positioned itself to be the market leader in its logistics and energy businesses focusing on large scale infrastructure development in India with O & M practices benchmarked to global standards. With four IG rated businesses, it is the only Infrastructure Investment Grade issuer in India.

Adani Airports Holding Limited: Adani Airports Holding Limited is reshaping the aviation landscape, transforming airports into dynamic hubs of connectivity, innovation, and service excellence. By prioritizing passenger experience, leveraging state-of-the-art technology, and enhancing operational efficiency, we are redefining airport infrastructure across India. Our vision is to create world-class airports that serve as gateways to regional development and global connectivity, positioning Adani Airports as a leader in the aviation sector with a focus on sustainable growth and community impact.

Job Purpose: Operations Lead - Pranaam role is responsible to drive the growth and excellence of Pranaam Services at a large airport (X number of passengers) by achieving revenue targets through strategic partnerships and business development initiatives. The role aims to ensure an exceptional customer experience by managing service delivery, optimizing operations, and maintaining quality standards. Additionally, the role is responsible for building strong stakeholder relationships, ensuring compliance, handling crises efficiently, and fostering team development to uphold a culture of continuous improvement and service excellence.

Education Qualification:

• Bachelor's in Business Administration, Hospitality Management, or related field.

Work Experience:

• 10+ years in hospitality or customer service management, especially in airport or travel-related services.
• 3+ years in management roles.

Revenue Growth:

• Drive business growth through strategic tie-ups with corporates, achieving revenue targets for Pranaam and Porter Services at large assets.
• Achieve revenue targets for Pranaam and Porter Services at large assets by leveraging strategic partnerships and business development initiatives.

Customer Experience Management:

• Lead initiatives to continuously enhance and maintain high service quality and guest satisfaction by overseeing guest experience and service delivery for Pranaam Services. Develop feedback mechanisms to capture customer insights and use them to drive service improvements.

Stakeholder Management:

• Expand business networks and opportunities and build and maintain strong relationships with corporates, hotels, and travel agents to expand business networks and create new opportunities.

Operational Management:

• Ensure operational efficiency by maximizing resource productivity, optimizing staff rostering, and effectively managing duty allocation to enhance performance.
• Oversee daily operations of the Pranaam service, ensuring adherence to Standard Operating Procedures (SOPs), regulatory requirements, and high standards of service delivery.

Feedback and Improvement:

• Implement feedback management and continuous process improvement, monitoring the voice of customer (VoC) and gathering valuable customer insights for better service.

Quality Assurance and Compliance:

• Ensure all Pranaam services meet quality standards and comply with relevant local and international regulations.
• Develop and implement quality assurance frameworks, including regular audits, to maintain service excellence and compliance.

Contingency Crisis Management:

• Lead the response to any operational disruptions, emergencies, or customer complaints, ensuring swift and effective resolution while maintaining service quality.
• Develop contingency plans and train the team to handle various scenarios to minimize impact on customers.

Data Analysis and Reporting:

• Use data-driven approaches to inform decision-making, identify trends, and improve service delivery and customer satisfaction and provide insights to senior management.

Team Leadership and Development:

• Oversee recruitment, training, and development of frontline team members, fostering a culture of continuous improvement and strong customer focus.
• Encourage team collaboration and accountability, fostering a culture of continuous improvement to meet organizational goals effectively.
• Mentor and coach team members, identifying high-potential individuals and developing them into future leaders through focused development plans.

Digital Mindset:

• Embrace and promote a digital-first approach to enhance Pranaam Services by leveraging technology to optimize operations, improve customer experience, and drive innovation. Lead the adoption of digital tools, including the successful launch of the Pranaam App, to streamline service delivery, increase efficiency, and provide a seamless, personalized guest experience.

Key Stakeholders - Internal:

• Head - Pranaam
• Commercial Team
• Finance Team
• BD & Marketing Team
• Human Resources
• IT Team
• Security Team

Key Stakeholders - External:

• Concessionaires
• Airlines
• Ground Handlers
• Marketing Agencies
• Social Media
• Customs, Immigration, BCAS, AAI, CISF etc
• Passengers