Head 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: Head - Pranaam will oversee the Pranaam and Porter Services across all airports under the Adani Group, developing and executing strategic plans to drive growth, enhance guest experience, manage the Profit & Loss (P&L), and maintain high service standards. The Head will ensure operational excellence by managing daily operations, maintaining compliance with regulatory standards, and driving continuous improvements in service quality and efficiency.

JOB RESPONSIBILITY

Strategy Development and Revenue Enhancement:

• Develop and implement strategic plans to enhance the Pranaam service offerings, ensuring alignment with overall airport objectives and customer experience goals.
• Analyze market trends and customer feedback to identify new service opportunities, optimize existing offerings, and drive revenue growth through partnerships with regional corporates while maintaining high service standards.
• Achieve revenue targets for Pranaam and Porter Services at regional assets by leveraging strategic partnerships and business development initiatives.

Guest Experience Management:

• Design, plan, and execute the commercial strategy for Pranaam across Adani Airports to enhance guest experience and oversee guest experience and service delivery execution for Pranaam Services, including porter services, ensuring high standards.
• Continuously enhance service quality through effective feedback management and process re-engineering for better guest satisfaction.

Operational Management:

• Oversee daily operations of the Pranaam service, ensuring adherence to Standard Operating Procedures (SOPs), regulatory requirements, and high standards of service delivery.
• Monitor performance metrics and implement corrective actions to improve efficiency and effectiveness.

Financial Management:

• Develop and manage the budget for the Pranaam service, ensuring cost control while maximizing revenue generation.
• Analyze financial performance and implement strategies to improve profitability through optimized resource allocation and service offerings.

Product Development and Innovation:

• Drive the development of new Pranaam services and packages, leveraging market research and customer feedback to introduce innovative offerings that meet evolving passenger needs and preferences.
• Stay informed on industry trends to ensure competitive differentiation.

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.

Stakeholder Management:

• Develop and maintain strong relationships with internal and external stakeholders to support business objectives and implement a holistic relationship management program to foster collaboration and resolve issues efficiently.
• Liaise with partners, clients, and contractors to manage service agreements and ensure smooth operations across airports.

Team Leadership and Development:

• 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:

• Utilize digital tools to enhance service performance and customer experience, leading the introduction of the new Pranaam App within timelines.

Project & Risk Management:

• Oversee successful project execution and risk management to ensure smooth implementation of new services and initiatives.
• Ensure smooth implementation of new services and initiatives through effective project and risk management strategies.

Key Stakeholders - Internal:

• CEO - Non Aero
• CAO
• 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

Education Qualification:

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

Work Experience:

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

5+ years in senior management roles.