Gavin Stephen Jeffries

As Deputy General Manager South, I am responsible for airports in 05 states - Andhra Pradesh, Telangana, Karnataka, Kerala, Tamil Nadu for day to day ground services operational matters and report to AVP - Head of Airports & Ground Services.

Specific Responsibilities:

• Accountable for Station Managers performance at stations under my domain.
• Ensure Station Managers in my region are empowered to make quick, customer centric and business minded decisions.
• Support Station Managers to deliver safety performance, through the effective use of Safety Management System.
• Built and maintained loyal, long-term customer relationships through effective account management and rapport building.
• Directed safety operations and maintained clean work environment in adherence to HSE requirements.
• Generated daily operational and sales reports for corrective action or continuous improvement.
• Promoted business profitability by tracking performance indicators and driving corrective action.
• Monitoring and supporting safe and efficient flight operations of the airports under the domain.
• Accountable for resource management across my region, ensuring the day-to-day operations are smooth.
• Ensure complete compliance of terms and conditions of contract and issue penalties in case of non-compliance.
• Identify and implement potential business growth opportunities and share the same with Head Ground Services.
• Identify and implement opportunities for potential revenue growth and share the same with Head Ground Services.
• Identify and implement opportunities for enhancement of Infrastructure and operational efficiency of the airports under the region.
• Manage performance development, career aspiration and mobility of the team members.
• Foster an environment of learning, excellence and innovation within all aspects of teamwork.
• Retain key talent and develop leadership for succession planning.
• Conduct compliance checks periodically in the region as per compliance plan to ensure:
• a. Identification of root cause;
• b. development of corrective action, as appropriate, to address finding(s);
• c. implementation of corrective action in appropriate operational areas;
• Identify and report through available reporting channels, any safety risk to operations.
• Manage irregular operations in coordination with the respective Station Managers and Flight Support Center to ensure minimal customer and operational disruption.
• Ensure Station Managers are have a comfortable cash and credit flow to handle disruptions and ensure expenses made are reviewed and vetted before forwarding to Finance.
• Motivated and coached teams to deliver consistently exceptional service.
• Maintained thorough knowledge of financial targets and strategies.
• Worked with senior management to create and implement development strategies for improved profit levels.
• Communicated clearly and effectively with staff to deliver daily service targets.
• Collaborated with support personnel to solve diverse issues impacting different areas of operations.
• Manage external relationships with Government Authorities – DGCA, BCAS, FRRO, Airports Authority, Consulates.
• Ensure good business relations with hotels, vendors and suppliers by monitoring and follow-up of bills and payments.
• Delivered and implemented staff engagement, gender diversity and cultural programmes.
• Developed systems and procedures to optimise efficiency and quality.

• As Station Manager – UAE for Dubai International Airport (DXB) , Sharjah International Airport (SHJ) and Ras Al-Khaimah International Airport (RAK).
• Handled repatriation flights and Vande Bharat Flights from UAE to India during the CoVID 19 pandemic.
• Handled Cargo Freighters operated between India & UAE carrying medical and essential supplies between the two countries during the CoVID 19 pandemic.
• Gained a brief exposure of Dubai World Central International Airport (DWC), UAE during the Southern Runway Rehabilitation (SRR) project to strengthen and resurface the runway resulting in the Runway Closure of Dubai International Airport (16 April 2019 – 30 May 2019) which had effected all airlines schedules and 50% of the departures had to be moved to DWC.
• Maintained good rapport with the authorities such as GCAA, DCAA, DCAS, RAKDCA, Dubai Airports, ground handling agents such as DNATA, SAS, RAKAS and stake holders such as M/s.Sharaf Travels our GSA through liaison.

As Regional Manager South II was responsible for airports of 02 states - Tamilnadu, Kerala and 01 Union Territory - Pondicherry for day to day operational matters and was reporting to Head of Ground Services.

Specific Responsibilities:

• Accountable for Airport Manager performance at stations under my domain.
• Ensure Airport Managers in my region are empowered to make quick, customer centric and business minded decisions.....and so on.
• Earned recognition for being top region to earn highest sales and service satisfaction ratings.
• Developed and implemented clear policies and procedures to secure consistent service from varying locations.

As Station Manager – Chennai was directly reporting to the Deputy General Manager and keeping him informed of all operational and administration related matters.

As Airport Manager - Varanasi reported to the RM – North & Central India and keeping him informed of all operational and administration related matters.

As Airport Manager – Bangkok was directly reporting to GM – International and was accountable for supervision of flight handling by GHA M/s. Bangkok Flight Services and ensuring OTP. Liaise with GSA M/s. Quality Express Tours Ltd for the financial accountability. Liaison with external agencies like Bangkok Flight Services, Asian Security Management – BKK, Airports Of Thailand, AeroThai, etc for flight handling. Preparation of reports and maintenance of records related to Arrival & Departures into BKK. Checking & verifying of bills raised by the local authorities and ensuring payment on-time, etc.,

As Airport Manager - Chennai was directly report to the Deputy General Manager and keeping him informed of all operational and administration related matters.

• Inspected facilities and resources for compliance and quality.
• Delegated work and priorities based on staff strengths to maintain highly productive operations.
• Supervised and observed team activities, offering praise and constructive feedback.
• Coordinated training to improve operations, team morale and customer service.

• Joined as Customer Service Assistant for SpiceJet Ltd., at Kamaraj Domestic Terminal, Tirusulam, Chennai. Promoted to Duty Officer in the year 2008, as Asst. Manager in the year 2010, Dy.Manager in the year 2011 and as Station Manager Chennai in the year Sep’2012.
• Was instrumental for the setup of our first international operation from Chennai to Colombo in SpiceJet Limited.
• Have gained extensive knowledge while being a part of the Station Setup Team for
• Domestic Airports - Madurai/Vijayawada/Port Blair/Pondicherry
• International Airports - Bangkok/Sharjah/Ras Al-Khaimah/Dubai World Central.
• Have gained exposure & hands on experience of a hyper sensitive airport - Srinagar by being nominated for a familiarization program for staff of its network airports.

• Joined as a fresher to aviation industry in the role of Customer Service Office and qualified Load and Trim Certification for Boeing 737-300/400/700/800 to become a Load & Trim Officer.
• Directly report to the Duty Manager in all operational, administrative and related matters.
• Completing the job allocated in a shift and reporting with proper documentation.
• Attending briefing & de-briefing and keeping updated with the policies and procedures.
• Handling stationary requirements of the station.
• Handling irate customers and baggage irregularities.
• Sending World Tracer for missing baggage.
• Liaison with AAI for PSF & RNFC Bills. Preparing monthly Statement for the above and verifying for payments.
• Specialized in Check in for international flight.
• Handling passenger queries & complaints related with baggage discrepancy.
• Handling Mishandled baggage.