Overview
Head – Baggage Services Jobs in Delhi, India at Air India SATS Airport Services Private Limited (AISATS)
Title: Head – Baggage Services
Company: Air India SATS Airport Services Private Limited (AISATS)
Location: Delhi, India
Job Title: Head – Baggage Services
Location: Delhi
Department: Ramp Services
About Air India SATS Airport Services Private Limited:
AISATS, a leading gateway services provider in India, is a 50-50 joint venture between Air India Limited (a part of the TATA Group) and SATS Ltd., one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. ‘AISATS’ is defined by its people – they are our greatest strength. Their commitment to seamless delivery and customer delight is what enables us to fulfil our brand promise of service excellence. This has been the hallmark of our business for more than a decade. With deep domain knowledge of the aviation ecosystem, we offer end-to-end ground handling services such as passenger and baggage handling, ramp handling, aircraft interior cleaning, load control and flight operations, and cargo handling services for general, perishable, transshipment, express courier and special cargo.
Role Purpose
The Head – Baggage Services is responsible for end-to-end baggage operations across all three terminals at Delhi International Airport, managing 24×7, high-volume baggage handling for approximately 330 flights per day.
The role ensures baggage services are delivered in full alignment with Airport Operator requirements and Airline Service Level Agreements (SLAs) while meeting all safety, security, regulatory, cost, and customer experience objectives.
Key Responsibilities
Operational Leadership & SLA Ownership
Provide overall leadership for baggage operations aligned to Airport Operator and Airline SLAs
Ensure baggage handling performance consistently meets or exceeds:
Airline contractual SLAs
Airport operator operational performance standards
Maintain end-to-end accountability for:
Departure baggage make-up and loading
Arrival baggage offload and belt delivery
Transfer and misconnected baggage handling
Drive operational readiness to support OTP and flight bank integrity
Alignment with Airport Operator (DIAL)
Ensure full compliance with Airport Operator policies, SOPs, and service benchmarks
Participate in airport-led forums including
Apron and terminal coordination meetings
Peak readiness and IRROPs planning
Safety Action Groups (SAG) and Ops Forums
Coordinate closely with Airport Operator teams on:
Baggage Handling System (BHS) availability and uptime
Terminal capacity constraints and slot-driven peaks
Infrastructure upgrades and expansion readiness
Represent baggage services in airport audits, inspections, and joint performance reviews
Airline SLA Governance & Performance Management
Act as primary SLA owner for all airline baggage-related contracts
Ensure compliance with airline-defined SLAs including:
Baggage delivery timelines (first bag / last bag)
Mishandled baggage rate thresholds
Special handling commitments (VIP, premium, PRM, OOG)
Lead monthly and quarterly airline performance reviews
Manage airline escalations, service recovery, and corrective action plans
Support airline audits and ensure closure of observations within agreed timelines
Safety, Security & Regulatory Compliance
Ensure operations comply with:
BCAS and CISF security requirements
DGCA, ICAO, and airport safety regulations
Airline safety manuals and operational procedures
Implement baggage-specific safety programs in coordination with airport and airline safety teams
Lead investigations into SLA breaches linked to safety or security events
Technology & Baggage Systems Alignment
Ensure operational alignment between baggage teams and:
Airport Operator BHS systems
Airline DCS/BRS interfaces
Drive data accuracy and reconciliation between airport and airline systems
Leverage operational data to demonstrate SLA compliance to airlines and airport operator
Customer Experience & Service Recovery
Ensure baggage services support airport and airline customer experience goals
Align service standards with:
Airline brand commitments
Airport customer experience charters
Lead joint airport-airline recovery actions for significant baggage disruptions
Reduce complaint volumes related to baggage delays, loss, or damage
Manpower & Vendor Alignment to SLA Delivery
Deploy manpower aligned to:
Airline wave structures
Airport congestion peaks
Manage third-party vendors to ensure SLA compliance across airlines
Embed SLA awareness into training, shift briefings, and performance reviews
Continuous Improvement & Governance
Track SLA performance using:
Airport performance dashboards
Airline scorecards and penalty metrics
Drive continuous improvement projects jointly with:
Airport Operator
Airline operations and quality teams
Ensure SLA penalties, risk exposure, and mitigation actions are proactively managed
Key Performance Indicators (KPIs)
Airport Operator Alignment
Compliance with airport operational KPIs
BHS-related delay attribution
Safety and audit scores
Airline SLA Compliance
Mishandled Baggage Rate (MBR)
First / Last bag delivery times
SLA penalties and service credits
Airline audit outcomes
Operational Excellence
Bags per man-hour
Safety incident frequency
Cost vs budget adherence
Qualification & Experience
Graduate degree (mandatory)
Post-graduate qualification in Aviation / Operations / Logistics (preferred)
Experience
15–20+ years in airport ground handling or baggage operations
Proven experience managing airline SLAs and airport operator alignment
Strong exposure to multi-terminal, high-traffic airport environments
Skills & Competencies
Airline contract and SLA management expertise
Strong airport operator coordination capability
Executive-level stakeholder management
High-pressure decision-making and IRROPs leadership
Data-driven performance management mindset
Work Environment
24×7 operational responsibility
High-stakes, multi-stakeholder airport environment
Direct accountability for SLA delivery and service governance
