Manager Pranaam Services (Business Development & Airport Operations)

Role Purpose

The Manager – Pranaam Services will be responsible for driving business growth and revenue generation through strategic engagement with travel agents, corporate travel administrators, travel management companies (TMCs), airlines, ticketing partners, and other travel ecosystem stakeholders. The role will also lead end-to-end airport operations, ensuring seamless execution of premium passenger assistance services while managing direct employees, outsourced manpower, and vendor partners.

Key Responsibilities

Business Development & Channel Management

• Develop and execute business development strategies to increase Pranaam Services revenue and market penetration.
• Build and manage relationships with travel agents, corporate travel desks, travel management companies (TMCs), tour operators, airlines, and ticketing partners.
• Drive partner acquisition, account growth, and customer retention initiatives.
• Conduct regular sales meetings, presentations, and product awareness programs with corporate and travel trade partners.
• Identify new business opportunities, strategic alliances, and revenue streams.
• Achieve assigned business, revenue, and profitability targets.

Corporate & Travel Trade Engagement

• Establish strong relationships with corporate travel administrators and procurement teams to promote Pranaam services.
• Drive adoption of airport meet-and-greet, fast-track, buggy, concierge, and premium passenger services.
• Develop key account plans and ensure sustained utilization by corporate clients and channel partners.
• Manage partner onboarding, contractual engagements, and service delivery commitments.

Airport Operations Management

• Oversee day-to-day operations of Pranaam Services across arrival, departure, and transit passenger journeys.
• Ensure service excellence and delivery of premium passenger experiences.
• Coordinate with airport operations, airlines, security, terminal operations, immigration, customs, and other stakeholders.
• Ensure adherence to operational SOPs, service standards, safety norms, and regulatory requirements.
• Handle passenger escalations and ensure timely resolution.

Team & Vendor Management

• Lead and manage a team of direct employees and outsourced service partners.
• Drive workforce productivity, service quality, and performance management.
• Ensure manpower planning, roster management, and resource optimization.
• Conduct training and capability-building programs to enhance customer service delivery.

Reporting & Governance

• Monitor business performance through revenue dashboards and operational MIS.
• Track passenger feedback, service quality scores, partner performance, and operational KPIs.
• Prepare business review presentations and monthly performance reports for leadership.
• Ensure compliance with airport regulations, contractual obligations, and organizational policies.

Preferred Candidate Background

• 8-15 years of experience in B2B sales, travel trade, corporate partnerships, concierge services, or airport hospitality.
• Existing relationships with travel agents, TMCs, corporate travel admins, PSU travel desks, and airline partners.
• Experience managing frontline operations teams (50-200+ manpower).
• Exposure to airport, hospitality, premium customer experience, or lounge operations.
• Revenue responsibility and account management experience.