Head of Passenger Services (Operations)

About the role

We are seeking a senior leader to head Passenger Services for our OAL operations at Delhi. The role oversees end‑to‑end passenger handling across multiple terminals, ensuring seamless service for 220‑250 daily aircraft movements and scaling up to 300+ flights.

Key responsibilities

• Lead a workforce of ~3,000 staff covering check‑in, boarding, arrivals, baggage, PRM handling and disruption recovery.
• Ensure operational readiness across Terminal 2 and Terminal 3, standardising service delivery and manpower deployment.
• Maintain full regulatory compliance with DGCA/BCAS, airport operator manuals, airline ground handling agreements and safety, security and quality standards.
• Manage internal and external audits, safety and security inspections, and drive corrective and preventive actions.
• Achieve SLA targets for on‑time performance, check‑in and boarding timelines, passenger handling KPIs and service recovery.
• Develop, monitor and continuously improve SOPs, risk mitigation plans and continuous improvement initiatives.

Required profile

• Proven senior leadership experience in airport passenger services or ground handling operations.
• Experience managing large, multi‑disciplinary teams in a high‑volume airport environment.
• Strong knowledge of Indian aviation regulations (DGCA, BCAS) and airline ground handling agreements.
• Track record of delivering operational excellence and meeting SLA commitments.
• Ability to coordinate with airport authorities, airline partners and service vendors.

Required skills