Sr. Associate - Lost & Found -

Job Purpose

The 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 CHART

Sr. CSE- Lost & Found Property --> Head- Terminal --> Head- Lost & Found Property

Accountabilities

KEY ACCOUNTABILITIES

Key Performance Indicators (KPIs)

Categorization & Storage

• Systematically 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 Process

• Ensure 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 Documentation
  
  
  

Documentation & Inventory Control

• Maintain 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 Documentation
  
  
  

Complaint Handling & Passenger Support

• Ensure 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 Details

EXTERNAL INTERACTIONS

• Passengers/Visitors, Customs, CISF
• Airlines/GHAs, NGOs, RAXA
  
  
  

INTERNAL INTERACTIONS

• S&V, IT, Finishes
• TOPS, Estate Management
  
  
  

FINANCIAL DIMENSIONS

• Adhere to the actions, processes suggested to reduce cost of materials used for the upkeep of LP items by using them optimally.
  
  
  

Other Dimensions

• Close coordination with Terminals Team
• Coordination with the Internal and External Stake holders
• Timely escalation of issues for corrective action
  
  
  

Education Qualifications

• Graduate in any discipline, Reputed institute of Aviation or Hospitality management
• Proficient in MS office, especially in Excel, Word, and Power Point
• Proficient in basic data Analytics
• Basic knowledge of Inventory management
  
  
  

Relevant Experience

• Good knowledge about Airport Operations.
• 2 to 5 years of relevant experience in Aviation/Hotel/Hospitality
• Appropriate knowledge & experience in Lost & Property handling
  
  
  

COMPETENCIES

• Performance 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