Sr. Associate - Lost & Found -
Job PurposeThe role is responsible for overseeing the end-to-end operations of the Lost & Found (L&F) main store at the airport, ensuring adherence to defined guidelines, roles, and responsibilities. The position involves safe handling, storage, and secure return of lost items to rightful claimants in a transparent, efficient, and passenger-centric manner. It includes maintaining accurate inventory records, proper documentation, and ensuring regulatory compliance. The role also involves close coordination with the Terminal L&F teams to facilitate timely and secure transfer of items to the main store.ORGANISATION CHARTSr. CSE- Lost & Found Property --> Head- Terminal --> Head- Lost & Found PropertyAccountabilitiesKEY ACCOUNTABILITIESKey Performance Indicators (KPIs)Categorization & StorageSystematically categorize and store lost items based on type, value, and perishability.Maintain secure custody of valuable items, ensuring appropriate handling procedures.Coordinate with terminal L&F teams for secure and timely transfer of articles from terminal buildings to the main L&F stores.No. of Audits Record of timely shifting of LPs Handover & Claim ProcessEnsure secure handover protocols, including identity verification and acknowledgment receipts.Verify claimants and hand over items based on the nature and value of each item.Accuracy in DocumentationDocumentation & Inventory ControlMaintain accurate receipts, documentation, and inventory logs for all L&F articles to ensure transparency and traceability.Manage a centralized L&F database for real-time tracking and record maintenance. (Gazette Notification & AAI lost Property regulation 2023)Accuracy in DocumentationComplaint Handling & Passenger SupportEnsure timely response and resolution for lost property inquiries and complaints, providing a customer-focused experience.Coordinate with terminal L&F teams for secure and timely transfer of articles from terminal buildings to the main L&F store.Zero Complaints KEY ACCOUNTABILITIES - Additional DetailsEXTERNAL INTERACTIONSPassengers/Visitors, Customs, CISFAirlines/GHAs, NGOs, RAXAINTERNAL INTERACTIONSS&V, IT, FinishesTOPS, Estate Management FINANCIAL DIMENSIONSAdhere to the actions, processes suggested to reduce cost of materials used for the upkeep of LP items by using them optimally. Other DimensionsClose coordination with Terminals TeamCoordination with the Internal and External Stake holders Timely escalation of issues for corrective actionEducation QualificationsGraduate in any discipline, Reputed institute of Aviation or Hospitality managementProficient in MS office, especially in Excel, Word, and Power PointProficient in basic data AnalyticsBasic knowledge of Inventory management Relevant ExperienceGood knowledge about Airport Operations. 2 to 5 years of relevant experience in Aviation/Hotel/Hospitality Appropriate knowledge & experience in Lost & Property handlingCOMPETENCIESPerformance Monitoring and Reporting (Practitioner) Stakeholder Management (Internal and External) (Practitioner) Customer Service Excellence and Complaints Management (Proficient) Execution & Results Teamwork & Interpersonal influence Problem Solving & Analytical Thinking Planning & Decision Making Personal Effectiveness Stakeholder Focus Networking Capability Building Strategic Orientation Social Awareness Entrepreneurship