Flight Data Executive

The individual will be responsible for handling the Tracker position. Trackers will be monitoring the Approach & Radar frequencies and recording the timings related to Airlines. Tracking the aircraft for operational related timings and UFIS updates.

Accountabilities

Key Performance Indicators

Update UFIS on flight parameters (TMO, ATA, ATD/OBL/OFB/Registration)

Zero tolerance

Obtain ETA via MVT/ATD/ ATC and advise Apron Controller on Resource allocations

Nil error

Monitor Taxi Routing on radio transmission and record the routing on ACDM.

Time line

Monitoring terminal activities and informing Apron Controller on conflicts

% coverage

Advise Baggage Carousal changes based on revised estimates of aircraft arrivals and coordinate with Terminal Operations Team on resource allocations

Non conformance

Provide information on resource breakdowns to Apron Controller, Planners and allocate resources in real time and maintain a log of maintenance activities

% Coverage

Tracking of Go around flights/LVTP/Diversions with reason, POB, FIC Name

% Capturing

Provide information to Airside Duty Manager during VVIP movement /General Aviation Flights/Medical Pax/MRO movement

As per SOP

Preparation of Shift reports ( SAR/ Selex report)

Time line

Service Behavior & Courtesy
- Maintain a CX behavior score of 4.5/5 based on mystery audits or supervisor evaluations.
- Demonstrate proactive assistance to passengers (minimum X instances per month).
Operational Excellence
- Maintain queue times within agreed KPIs (e.g., security - Ensure baggage delivery within SLA (e.g., first bag within 10-12 min).
- Maintain 100% compliance to SOPs while balancing customer needs.
Issue Resolution
- Resolve passenger queries on the spot where feasible; target 80% first contact resolution.
- Ensure timely closure of complaints raised through feedback channels.
Safety & Compliance + Courtesy
- Zero safety violations while delivering courteous passenger assistance.
- Provide clear and calm communication during irregular operations (IROPS).

As per the CX targets mentioned

Airlines

Ground Handlers

Air Traffic Services

Apollo Medical Centre

Customs/Immigration/APHO

Fuel Farm

Airside Operations

ARFF

Terminal Operations

Security and Control

Technical Service

Protocol

Safety & Environment

IT & Communications

Billing for aircraft is directly implied from the data captured by tracker

1-4 years of experience in Airline Operation Control Centre/ Aviation/Airlines