Job Purpose
The Duty Manager is responsible for managing and supervising the day-to-day airport operations at Hazrat Shahjalal International Airport (HSIA), ensuring safe, secure, efficient, and customer-focused handling of all flights.
The Duty Manager will act as the primary operational representative during assigned shifts and coordinate with airlines management, ground handling teams, airport authorities, immigration, customs, security, and other relevant stakeholders to ensure smooth flight operations and compliance with airline and regulatory requirements.
Key Responsibilities
Flight Operations
- Supervise all assigned airlines flight operations from check-in/opening through departure.
- Ensure all operational activities are completed according to airlines procedures, SOPs, and applicable airport regulations.
- Monitor flight preparation, passenger processing, boarding, baggage, ramp, and departure activities.
- Ensure timely coordination between all operational teams to minimize delays and disruptions.
- Monitor flight milestones and immediately escalate any actual or potential operational issues to the Airport Manager/APM.
- Ensure proper coordination during irregular operations, delays, cancellations, diversions, and other operational disruptions.
Staff Management
- Supervise and guide Duty Officers, Supervisors, and operational staff during the assigned shift.
- Allocate manpower according to operational requirements and flight schedules.
- Ensure staff attendance, grooming, discipline, and compliance with company/airline standards.
- Conduct shift briefings and communicate operational instructions effectively.
- Monitor staff performance and report any significant performance or disciplinary concerns to management.
- Ensure proper shift handover and communication between outgoing and incoming teams.
Passenger Services
- Ensure professional and efficient passenger handling throughout the airport journey.
- Monitor check-in, boarding, transfer, special assistance, and arrival services.
- Ensure proper handling of VIP/CIP passengers, PRM passengers, unaccompanied minors, deportees, inadmissible passengers, and other special categories as applicable.
- Handle passenger complaints and operational issues promptly and professionally.
- Ensure appropriate escalation of serious passenger complaints to the Riyadh Air Airport Manager.
Baggage Operations
- Monitor baggage acceptance, loading, unloading, delivery, and reconciliation processes.
- Ensure proper handling and reporting of mishandled, damaged, delayed, or missing baggage.
- Coordinate Rush Tag baggage delivery and follow-up where required.
- Ensure all baggage discrepancies are reported and followed up in accordance with airlines procedures.
- Coordinate with relevant teams for baggage tracing and passenger communication.
Ramp & Aircraft Handling Coordination
- Maintain close coordination with ramp and aircraft handling teams.
- Monitor aircraft turnaround activities and ensure operational milestones are achieved.
- Coordinate with relevant departments regarding aircraft arrival, turnaround, boarding, loading, and departure.
- Ensure any ramp safety or operational concern is immediately reported and escalated.
- Ensure compliance with airport safety, security, and airside regulations.
Safety, Security & Compliance
- Ensure all staff strictly follow HSIA/CAAB, and other applicable safety and security procedures.
- Immediately report accidents, incidents, near misses, security concerns, and operational irregularities.
- Ensure staff maintain valid airport passes and required operational documentation.
- Promote a strong safety culture among all operational staff.
- Cooperate with airport authorities and regulatory agencies during inspections or investigations.
Communication & Coordination
- Maintain effective communication with the Airlines Airport Manager/APM and relevant airline representatives.
- Coordinate with CAAB, HSIA operations, immigration, customs, airport security, Biman/ground handling stakeholders, and other relevant parties when required.
- Ensure important operational information is communicated to the concerned management without delay.
- Use only authorized operational communication channels and follow established communication protocols.
- Ensure proper documentation and handover of all important operational matters.
Reports & Documentation
- Prepare and submit daily operational reports as required.
- Ensure accurate reporting of flight delays, incidents, baggage discrepancies, passenger issues, manpower shortages, and other operational irregularities.
- Maintain proper shift records and operational logs.
- Review reports prepared by Supervisors/Duty Officers before submission where applicable.
- Ensure all important operational documents are properly maintained and readily available for audit or review.
Irregular Operations & Emergency Handling
The Duty Manager must:
- Take immediate operational action during flight delays, cancellations, medical emergencies, security incidents, baggage disruptions, system failures, and other irregular situations.
- Establish effective coordination among relevant stakeholders.
- Keep the Airport Manager/APM and management informed of significant developments.
- Ensure passenger welfare and appropriate assistance during disruptions.
- Prepare a detailed incident/irregularity report following any significant event.
- Ensure corrective and follow-up actions are properly communicated and tracked.
Authority & Accountability
The Duty Manager is authorized to:
- Direct and allocate operational manpower during the assigned shift.
- Coordinate with relevant operational departments to maintain smooth flight operations.
- Escalate operational, safety, security, passenger, and staffing issues to the appropriate management level.
- Take immediate operational action within established SOPs during irregular operations.
The Duty Manager remains accountable for the overall operational performance of the assigned shift and for ensuring that all activities are conducted in accordance with Airlines, Galaxy Bangladesh, CAAB, and HSIA requirements.
Key Performance Areas
Performance will be assessed based on:
- Safe and efficient flight handling
- On-time operational performance
- Compliance with airport SOPs
- Quality of passenger service
- Effective manpower utilization
- Baggage handling performance
- Incident and irregularity management
- Accuracy and timeliness of reports
- Staff discipline and operational readiness
- Communication and coordination with airline and airport stakeholders
- Customer satisfaction and complaint management
- Shift-based position, including night shifts, weekends, and public holidays.
- Primarily based at HSIA, including both landside and airside operational areas.
- The position requires frequent coordination with airline, airport, government, security, and ground-handling stakeholders.
- The Duty Manager must remain operationally available throughout the assigned shift.
Confidentiality & Professional Conduct
The Duty Manager must maintain confidentiality regarding Riyadh Air passenger information, operational information, company documents, incidents, commercial information, and other sensitive matters.
All duties must be performed professionally and in accordance with airlines and Galaxy Bangladesh policies, procedures, safety standards, and applicable Bangladesh aviation regulations.
