Roopa Mathew Alummoottil
Bangalore
Summary
Dynamic airport operations leader with extensive experience at Adani Airports, excelling in enhancing customer satisfaction and operational efficiency. Skilled in data-driven decision-making and team mentorship, I leverage IATA training to drive service excellence and foster accountability. Proven track record in managing complex VVIP movements and optimizing terminal processes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Terminal In-Charge
Adani Airports
Trivandrum
12.2023 - Current
- Spearhead terminal operations and passenger services, ensuring adherence to regulatory standards and enhancing customer experience.
- Lead end-to-end oversight of passenger, baggage, and facilities management; proactively resolve service gaps and prevent operational bottlenecks.
- Coordinate with BCAS, MOCA, MEA, MHA, and airport stakeholders for VVIP movements, emergencies, and rapid terminal evacuations.
- Monitor and report service delivery metrics, drive process improvements using Power BI and leverage data-driven decision-making.
- Mentor and empower operational teams to deliver consistent, high-quality services while fostering a culture of accountability.
- Manage vendor relations, uphold contract agreements, and ensure all front-line enablers meet customer service standards.
Terminal Manager
BIAL
Bangalore
06.2022 - 12.2023
- Commanded and nurtured a team to manage real-time passenger, baggage, and service flow in terminal building.
- Ensured frontline team supported customer experience across E & M, Commercial, and ICT services.
- Encouraged team to enhance customer experience at critical interaction points.
- Managed VIP, VVIP, and guest support in real-time with dedicated team.
- Oversaw daily operations in compliance with airport operational concept, managing processes and resources related to passenger services.
- Identified bottlenecks in passenger interactions and initiated proactive measures to minimize wait times.
- Ensured adherence to standards for lost and found collection, storage, and documentation.
- Coordinated timely inspections of operational areas to address service deficiencies and maintain cleanliness in the terminal.
Deputy Manager AOCC
BIAL
01.2020 - 05.2022
- Overall In-charge of the Day to day functioning of the AOCC in a manner which is compliant with the regulatory requirements and in accordance with various BIAL regulations, objectives and philosophy.
- Manages the process of passenger, baggage’s, aircraft and information at real time to achieve the airport objective of efficiency, safety and punctuality without losing service quality.
- Implements the resource allocation concept of the airport as defined in the seasonal plan.
- Conducts regular audit of basic data and all medium / high impact process (defined in PCM Process Change Management)
- Conducts bilateral meeting with Airlines/GHA to discuss on various Operational matters.
- Responsible towards business continuity and quick recovery of operations during contingencies and exigencies.
- Co-ordinate with Manager (Terminal/Apron/ARFF/GRE/CISF/Airline/GHA/CAH) if any un-serviceability of resource or planned / unplanned maintenance or VIP / VVIP movement or Weather warnings or schedule / non schedule flight movements or local standby / emergency (Technical / Medical / Etc.)For any assistance.
- Co-ordinate with slot coordination team for any schedule change or any non-schedule operation, shall be `responsible for approval of non-schedule flights during weekends and public holidays.
- Responsible for the training for all AOCC staffs.
Duty Supervisor/Manager Airport Operations
Etihad Airways
Bangalore
06.2011 - 12.2019
- Handled the station alone as Acting Airport Manager for almost 02 years and took care of the entire Airport operations, finance and administration of BLR Airport.
- Managing and supporting the EY team in order to make the best result in operations.
- Manage overall operations to run smoothly and efficiently without compromising the safety and security requirements, with maximum guest satisfaction.
- Manage the flight disruption in the most effective manner.
- Support APM to identify and mitigate safety and security risks, with emphasis on the use of suppliers.
- Deputize the station in the absence of APM.
- Ensure daily compliance from internal team and suppliers with corporate safety and security policy
- Minimize the after effects of daily baggage mishandling and it’s compensations.
- Carry out Quality Checks on station performance, including provision of service by suppliers
- Facilitate the team and GHA to ensure complete understandings on various products and updates and thorough knowledge in latest products.
- Support and Drive improved customer satisfaction
- Confer recognition on highest value customers
- Prevent and Manage flight disruption and irregularity daily
- Ensure Suppliers are equipped with latest Emergency and accident plan and efficient in handling any Emergency and accident situation, Irregular operations and other foreseeable airport contingencies.
- Irregular operations coordinator – to ensure the team (EY/GHA) are aware of the port irregular operations plan.
- Address performance reviews and related improvement projects with suppliers
- Address performance gap issues with Suppliers management.
- Seeking Revenue opportunities like, minimizing the cost.
- Being fully aware of business and commercial environment, and maintaining good rapport with airport authority, officials and relevant EY offices to ensure facilitation of the operational processes, procedures and customer service.
- Grow Talents and capabilities of suppliers and internal team through formal and informal learning opportunities
- To ensure the team gets the basics right.
Guest Services Agent
Etihad Airways
Trivandrum
12.2007 - 05.2011
- Overall day to day airport operations.
- Administration work.
- MHB in charge.
- Sending monthly reports.
Ground services assistant
SILKAIR
Trivandrum
06.2005 - 11.2007
- Company Overview: Regional wing for Singapore Airlines
- Perform and support daily functions to ensure that the operations conform to standard
- Ensure and support proficiency of knowledge and skill required for the task in self and suppliers
- Baggage Services and Claims officer
- Carry out station administration process and procedures
- Training coordinator
Station Assistant
Srilankan Airlines
Trivandrum
02.2004 - 05.2005
- Perform and support daily functions to ensure operations run smoothly
- Customer Service – Passenger handling from arrival to departure
- Computerized/ Manual check in
- Baggage reconciliation
- Load & Trim sheet/ Service control
- Post flight ramp handling
- Computerized/ Manual reservations/ Ticketing
- Handle disruption efficiently to minimize the inconvenience to passengers
Education
Bachelor of Com - Travel & Tourism
Mar Ivanios College
Trivandrum01.2003
Skills
- IATA customer service training
- IATA station management course
- UFTAA foundation examination
- Galileo central system training
Projects
Project Work done as a part of B.Com Travel & Tourism in Oman Air
Training
- Attended the Annex 14 course Indian Aviation academy (DEL).
- Completed the Global business skills course
- Completed the Resilience in Crisis training conducted by Airport Councils International.
- Attended the CBRN Emergency Management Training Program conducted by BIAL.
- Completed the Power BI modules in EDX .
- Completed the Management effectiveness training conducted by Etihad Airways
- Completed the Empowering employees through effective delegation training conducted by Etihad Airways
- Successfully completed the AVSEC Ground Operation management conducted by Etihad Airways.
- Completed the Ramp Safety Awareness conducted by Etihad Airways
- Successfully completed the DG CAT 9 conducted by Etihad Airways.
- Successfully completed the Travel document verification training conducted by Etihad Airways
- Completed the Emergency Response Awareness conducted by Etihad Airways
- Completed the Sabre Basic and advanced SSCI training conducted by Etihad Airways.
- Successfully completed the Corporate Awareness training course conducted by Etihad Airways.
- Completed the Safety Management system training by Etihad Airways
- Completed Dangerous Goods Regulations Awareness training conducted by Etihad Airways.
- Attended Quality Management briefing by Etihad Airways.
- Completed the Security Awareness training conducted by Etihad Airways.
- Completed the Departure Control system – Basic check in system by Etihad Airways.
- Completed the Departure Control system – Editing and controlling training by Etihad Airways.
- Completed the ACAA Courses by Etihad Airways.
- Attended the Ramp awareness training by Etihad Airways.
- Was Holding Load sheet license to certify A320 silkair flights
- Completed Transforming Customer Service course held at Phuket, Thailand by Silkair.
- Attended Singapore airport familiarisation and SATS catering at SINGAPORE conducted by Silkair.
- Completed Information Security Awareness Training Course aware on 2005-10-17 conducted by Singapore Airlines.
- Participated in the Customer Service Programme offered by Sri Lankan Airlines on 2004.
- Participated in the National Seminar on Travel & Tourism Management at Mar Ivanios College 2001.
Certification
- IATA Station Management (2003)
- IATA Customer Service
- IATA/UFTAA Foundation Exam
- Annex 14 (Indian Aviation Academy, DEL)
- AVSEC Ground Operation Management
- CBRN Emergency Management (BIAL)
- Resilience in Crisis (ACI)
- Power BI (EDX)
- Emergency Response Awareness, Safety & Security (Etihad)
- Sabre & DCS Systems (SilkAir/Etihad)
- Dangerous Goods Regulations, Ramp Safety, Travel Document Verification (Etihad)
- Transforming Customer Service (SilkAir, Thailand)
- Management Effectiveness, Quality Management, Safety Management Systems, Security & Ramp Awareness (Etihad/SilkAir)
- Additional airline and airport industry courses – full list available upon request
Affiliations
- Technical: Power BI, MS Office (Word, Excel), Sabre, DCS, operational reporting tools
- Leadership: Team development, training coordination, second-line manager grooming
- Interpersonal: Stakeholder engagement, cross-functional team management, crisis leadership
Accomplishments
- Outstanding Leadership Award, BIAL, 2023: Recognized for exemplary leadership in driving operational efficiency and team performance as Terminal Manager, achieving a 15% reduction in passenger processing times at Kempegowda International Airport.
- Customer Service Excellence Award, Etihad Airways, 2018: Honored for exceptional management of passenger escalations and implementing root-cause analysis, resulting in a 20% improvement in customer satisfaction scores at Bangalore International Airport.
- Operational Excellence Award, BIAL, 2021: Awarded for spearheading AOCC initiatives that improved On-Time Performance (OTP) by 10% through effective resource allocation and stakeholder coordination.
- Team Development Recognition, Etihad Airways, 2016: Acknowledged for mentoring and grooming 30+ team members into second-line leadership roles, strengthening operational capabilities at Bangalore station.
- Safety and Compliance Champion, BIAL, 2022: Commended for ensuring 100% SOP compliance during terminal evacuations and VVIP movements, enhancing safety standards and regulatory adherence.
- IATA Training Achievement Award, 2015: Received for successfully completing advanced IATA courses (e.g., Station Management, Customer Service) with distinction, demonstrating commitment to professional development.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Malayalam
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
References
- Anil, Kumar, Head Baggage Operations, +91 9538882386, Bangalore International Airport, Bangalore
- Bhaskar, Mazumdar, Airport Manager- BLR, +971 7829411448, Etihad Airways, Bangalore
Disclaimer
I hereby declare that the information give above is true to the best of my knowledge and belief.
Timeline
Terminal In-Charge
Adani Airports
12.2023 - Current
Terminal Manager
BIAL
06.2022 - 12.2023
Deputy Manager AOCC
BIAL
01.2020 - 05.2022
Duty Supervisor/Manager Airport Operations
Etihad Airways
06.2011 - 12.2019
Guest Services Agent
Etihad Airways
12.2007 - 05.2011
Ground services assistant
SILKAIR
06.2005 - 11.2007
Station Assistant
Srilankan Airlines
02.2004 - 05.2005
Bachelor of Com - Travel & Tourism
Mar Ivanios College
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