job descriptions manual - pakistan international · pdf filea job analysis, which included...

Job Descriptions Manual Revision No: 00 Passenger Handling Services Document Ref: PHS/JDM/01 Revision Date: 30-10-09

Controlled Document – Do not Copy or reproduce without prior permission

Name Designation Signature/Date

Prepared By: Tauseef Hayyat DQC Officer

Reviewed By: Ejaz Ibrahim Manager Training & DQC

Approved By: Syed Aijaz Mazhar General Manager (PHS)

Third Edition

Issue date: 30 Oct, 2009

Effective date: 30 Oct, 2009

Up to date copy of Job Descriptions Manual is now available on PIA Local Area Network (tms.piac.com.pk, webmail.piac.aero) and is accessible to all PIA employees, where as a latest copy of this manual is provided to Handling Agents at foreign stations through respective PIA Station Manager/s.

Job Descriptions Manual



DISTRIBUTION OF MANUAL

Master Copy of Quality Assurance Manual is retained by the office of the QMR. Control of this Manual is with the DQC Manager PHS Division. The manual is available on PIA intranet for easy access; however, the uploaded copy in viewable only in PDF Format.



Passenger Handling Services

Division

FOREWORD

Most compilations are dependent on a Foreword, contents of which remain the prerogative of anyone, but the Author. I have always opined that this phenomenon deprives the "deserver" of the due credit. Fortunately, all authors think otherwise, and, it is under this pretext that I have been privileged to conclude a descriptive introduction. This Job Description Manual spells out the purpose statement of each personnel working in Passenger Handling Services Division. It incorporates list of the general tasks, or functions, and responsibilities of a position. It also includes to whom the position reports, and Job specifications such as the qualification needed by the person for a respective job. This has been developed by conducting a job analysis, which included examining the tasks and sequences of tasks necessary to perform all jobs considering areas of knowledge and skills needed to effectively & efficiently meet the job objectives. With honor and pride we, at Passenger Handling Services Division, present this Manual, but not without recognition of the contribution by Mr. Ejaz Ibrahim As indicated earlier, this manual will constantly remain in a state of metamorphosis, thus, users may pass along ideas-for-improvements to our Departmental Quality Control.

Aijaz Mazhar

General Manager (PHS)



TABLE OF CONTENTS

1 GENERAL............................................................................................................................................ 0

1.1 AMENDMENTS ........................................................................................................................ 1 1.2 LIST OF EFFECTIVE PAGES ........................................................................................................... 3 1.3 ABBREVIATIONS .................................................................................................................... 4

2 HIERARCHY & JOB DESCRIPTIONS OF PHS&RS HEAD OFFICE BASED POSITIONS..5

2.1 GENERAL MANAGER PHS .......................................................................................................... 6 2.2 MANAGER TRAINING & DQC.................................................................................................. 10 2.3 ASSISTANT MANAGER QUALITY CONTROL............................................................................ 12 2.4 QUALITY CONTROL OFFICER .................................................................................................... 14 2.5 DY.GM/MANAGER PASSENGER HANDLING .......................................................................... 16 2.6 DY.GM/MANAGER BAGGAGE SERVICES ................................................................................ 18 2.7 ASSISTANT MANAGER BAGGAGE CLAIMS.............................................................................. 20 2.8 ASSISTANT MANAGER BAGGAGE TRACING ........................................................................... 21 2.9 DY.GM/MANAGER RAMP OPERATIONS ................................................................................. 22 2.10 DY.GM/MANAGER FACILITATION .......................................................................................... 23 2.11 DY.GM/MANAGER HANDLING AGREEMENTS....................................................................... 24 2.12 ASSISTANT MANAGER HANDLING AGREEMENTS ................................................................. 26 2.13 ASSISTANT MANAGER INADMISSIBLE PASSENGER CELL ...................................................... 28 2.14 ASSISTANT MANAGER DCS (ACSI OPERATIONS) ................................................................ 30 2.15 ASSISTANT MANAGER PROCUREMENT CELL.......................................................................... 31

3 HIERARCHY & JOB DESCRIPTIONS OF PHS STATION’S BASED POSITIONS .............. 32

3.1 STATION MANAGER .................................................................................................................. 33 3.2 MANAGER STATION OPERATIONS........................................................................................... 35 3.3 MANAGER RAMP SERVICES ...................................................................................................... 36 3.4 MANAGER BAGGAGE SERVICES ............................................................................................... 37 3.5 MANAGER FOREIGN HANDLING.............................................................................................. 39 3.6 ASSISTANT MANAGER FOREIGN HANDLING.......................................................................... 41 3.7 MANAGER POST FLIGHT RECORDS/COMPLAINTS ................................................................. 42 3.8 MANAGER PROJECTS/EXECUTIVE SERVICES/SUPPORT SERVICE ........................................... 44 3.9 STATION CONTROLLER ............................................................................................................. 46 3.10 SHIFT STATION MANAGER ....................................................................................................... 47 3.11 DUTY ALLOCATOR..................................................................................................................... 49 3.12 TERMINAL MANAGER ............................................................................................................... 50 3.13 ASSISTANT STATION MANAGER (ARRIVALS)......................................................................... 52 3.14 DEPUTY STATION MANAGER (RAMP) ..................................................................................... 53 3.15 IN-CHARGE SPECIAL HANDLING/TRANSIT CELL.................................................................... 55 3.16 COORDINATOR GOC ................................................................................................................ 57 3.17 IN-CHARGE SATELLITE .............................................................................................................. 58 3.18 COORDINATOR B+..................................................................................................................... 60 3.19 IN-CHARGE ULD CELL .............................................................................................................. 61 3.20 FLIGHT SUPERVISOR.................................................................................................................. 62 3.21 BAGGAGE CONTROLLER ........................................................................................................... 64 3.22 SYSTEM CONTROLLER ............................................................................................................... 66 3.23 LOAD MASTER ........................................................................................................................... 67 3.24 IN-CHARGE TRANSIT BAGGAGE............................................................................................... 69 3.25 IN-CHARGE DBS........................................................................................................................ 70 3.26 IN-CHARGE IBS.......................................................................................................................... 71 3.27 BAY COORDINATOR .................................................................................................................. 72 3.28 RAMP COORDINATOR ............................................................................................................... 73 3.29 LOADING SUPERVISOR/STAFF .................................................................................................. 75 3.30 UN-LOADING SUPERVISOR/STAFF ........................................................................................... 77 3.31 PASSENGER GUIDANCE OFFICER/STAFF.................................................................................. 79 3.32 IN CHARGE ARRIVAL BELT........................................................................................................ 80



3.33 HEAD BAGGAGE ATTENDANTS................................................................................................ 81 3.34 BAGGAGE ATTENDANT ............................................................................................................. 82 3.35 SPECIAL HANDLING OFFICER/STAFF ....................................................................................... 83 3.36 STAFF AT KERB SIDE COUNTER ................................................................................................ 84 3.37 STAFF AT NO WAIT COUNTER .................................................................................................. 85

3.38 Ramp Safety Coordinator…………………………………………………………...……….82


Controlled Document – Do not Copy or reproduce without prior permission 0

1 General



AMENDMENTS

ENTERED S.NO. PAGE NO. CHAPTER/SEC

TION

REV. NO.

REV. DATE By On

1 5 2 01 08.06.2010 DQC 08.06.2010

2 7 2/2.1 01 08.06.2010 DQC 08.06.2010



Intentionally Left Blank



List of Effective Pages

Chapter

No. Title Effective Pages Revision No. Revision

Date

1 General 0-4 00 30-10-09

2 Hierarchy & Job Descriptions of PH Head office based positions

5-32 00 30-10-09

3 Hierarchy & Job Descriptions of PHS Station’s based positions

33-82 00 30-10-09



ABBREVIATIONS

PS/PHS ⇒⇒⇒⇒ Passenger Services/Passenger Handling Services SOP ⇒⇒⇒⇒ Standard Operating Procedure WI ⇒⇒⇒⇒ Work Instructions SM ⇒⇒⇒⇒ Station Manager SSM ⇒⇒⇒⇒ Shift Station Manager TM ⇒⇒⇒⇒ Terminal Manager DSM ⇒⇒⇒⇒ Deputy Station Manager ASM ⇒⇒⇒⇒ Assistant Station Manager PSO ⇒⇒⇒⇒ Passenger Services Officer PSA ⇒⇒⇒⇒ Passenger Services Assistant B.E ⇒⇒⇒⇒ Bachelor in Engineering MBA ⇒⇒⇒⇒ Master of Business Administration MPA ⇒⇒⇒⇒ Master of Public Administration MA ⇒⇒⇒⇒ Master of Arts MSc ⇒⇒⇒⇒ Master of Science BA ⇒⇒⇒⇒ Bachelor of Arts BSc ⇒⇒⇒⇒ Bachelor of Science FA ⇒⇒⇒⇒ Intermediate in Arts FSc ⇒⇒⇒⇒ Intermediate in Science DAE ⇒⇒⇒⇒ Diploma of Associate Engineer B.Com ⇒⇒⇒⇒ Bachelor of Commerce JD ⇒⇒⇒⇒ Job Description JS ⇒⇒⇒⇒ Job Specification GSE ⇒⇒⇒⇒ Ground Support Equipment TGS ⇒⇒⇒⇒ Technical Ground Support RS ⇒⇒⇒⇒ Ramp Services

Job Descriptions Manual Revision No: 01 Passenger Handling Services Document Ref: PHS/JDM/01 Revision Date: 08.06.2010


2 Hierarchy & Job Descriptions of PHS Head office based positions

Situation Room

Managing Director

Deputy Managing

Director

General Manager

PHS

Quality Management Representative (PHS)

Manager Baggage Services

Manager Passenger Handling

Manager Facilitation &

Inad

Manager Training &

DQC

Ramp Safety Coordinator

Manager Handling

Agreements

Station Manager across Network

Manager Ramp Operations

Manager DCS (ACSI)

Centralized Load Control (CLC) Shift ABCD

Station Controller Shift ABCD

ACSI Help Desk Shift ABCD

ULD Cell

Note: In case of absence of any position holder from the duty, the next senior most or a designated officer will look after their duties and responsibilities.



2.1 General Manager PHS

Job Title Pay Group Reports to

General Manager PHS X Dy. Managing Director

Section Location Job Code

----- Head Office

A. JOB SPECIFICATIONS::

Educational Qualifications :

� MBA from HEC Recognized Pakistani/Foreign University

Or � Master /B.E/BS Degree in

Mechanical/Electrical/Aerospace/Avionics From HEC recognized Pakistani

Work Experience : � 20 years experience, of which 5 years

experience in senior managerial positions.

Skills / Special Requirements : � Excellent Negotiations skills � Correct and timely decision making � Dynamic leadership � In depth knowledge of all operational areas � Working knowledge of computers

Professional Training / Courses : � Airline Planning � Senior Management Course � Strategic Customer Services

Management � Project management & Implementation

B. JOB DESCRIPTION & RESPONSIBILITIES:

� To ensure that departmental/divisional risk management process is proactive and concurrent and that all safety concerns/issues are dealt with on priority basis.

� To be aware of all safety and service quality requirement and to be to be responsible for the outcomes and findings of all internal & external safety/quality audits.

� To ensure that corrective and preventive actions are taken at the root-cause levels on all audit non-conformities and audit findings in an acceptable manner and within reasonable time frame.

� To ensure strict compliance (by own self and by the subordinate staff) with all QHSE standards and other legal or regulatory requirements; applicable to operational areas under their jurisdiction at all time during the conduct of normal operations.

� To ensure effective functioning of QHSE Steering and Working Committees. Assume responsibility as per the Management approved system procedures.

� To ensure strict compliance to their department/division operational safety and security functions and also ensuring operation are provided with necessary resources.



Operational: � Meet as required with his fellow General Managers & Directors in order to contribute

to the shaping of corporate policies in his division. � Define the major objectives of his division to enable it to meet corporate

requirements. � Propose/ Implement plans and budgets to cover the manpower, organization and

facilities required to achieve divisional objectives. � Set major objectives and allocate appropriate responsibilities and resources to his

Line Managers. � Ensure that Line Managers organize the work in their sections on optimum efficient

lines. � Ensure Optimum Utilization of available Human Resources. � Meet representative of other airlines operating in Pakistan in order to improve

services to exiting client airlines and endeavor to gain fresh business in the area. � Keep continuous liaison with fellow General Managers of:

o Marketing to keep himself appraised of requirements. o Finance, in connection with proposals, budgets and financial reviews. o Administration in connection with human resource handling and development.

� Establish and maintain good working relationships with the Civil Aviation Authority particularly in order to get facilities for improvements at Airport

� Ensure that the most efficient systems/ procedures are developed and implemented for the control of all activities in his divisions.

� Liaise at General Manager level with Government agencies such as immigration, Security, health etc. in order to achieve corporate objectives.

� Ensure that proper use is made of the facilitation procedures in Pakistan and foreign stations.

� Ensure that appropriate arrangements are made to handle service requirements in all foreign stations

� Be functionally responsible for his department’s efficient working throughout Pakistan and aboard.

� Control the work of division by ensuring establishment and operation of suitable management information systems. Ensure proper budgetary control is maintained and that management information required outside the division is accurately and timely prepared.

� See to the development and training of staff in each functional area to ensure that standards are met and the level of supervision is maintained at a high level.

� Be responsible for the discipline of his staff and take steps to promote their motivation and welfare.

� Ensure that security and safety aspects are properly addressed, implemented and are being supervised in passenger handling.

� Compliance with the requirement of state and other regularity authorities. � To be responsible for IOSA/ISO/OH&SAS/EMS audit outcomes of all internal and

external audit processes. � To be responsible to ensure that all non-conformities identified during the audit

process are satisfactorily closed in an acceptable time frame.



� Direct and coordinate planning of all ground passenger handling procedures and ensure the compliance of procedures with industry standards and Marketing goals set by management.

� Develop new procedures, Manuals and propose plans to improve service. Ensuring the maximum convenience and passenger comfort with the changing conditions and uniform application of passenger service standards.

� Supervise and directs the managers in developing methods and procedures for passenger handling facilities such as; Passenger movement & direction at terminal and terminal baggage handling.

� Establish system in order to ensure that latest information regarding regulatory agencies of various countries are kept up to date and are properly communicated to all concerned stations.

� Ensure that close operational liaison is maintained with Flight operations control, Engineering , Civil Aviation Authority and all other government agencies at all stations with a view to provide optimum facilities and comfort to traveling public in line with their expectation.

� Provide central functional guidance to all station Managers on unit load devices. � Continuously monitor the performance of all stations and advise station managers for

the procedural changing and improvements in service. � Coordinate with other departments especially with Marketing for the effective

implementation of new procedures introduced for the passenger convenience and comfort.

� Attend all correspondence relating to IATA facilitation Committee and prepare briefs for the information of Management together with suggestions for introducing measures to improve passengers’ convenience and comfort.

� Make budget proposals and monitor the progress of work against agreed budget heads and determine future requirements with regard to establishing flight enquires facilities based on the short term/long term plans.

� Conducting studies in coordination with Finance to determine economical feasibility of outsourcing ground handling of PIA flights at International Stations.

� Negotiating and finalizing Ground Handling Agreements, with handling agents at all International Stations for PIA flights.

� Acting as a liaison between PIA and the handling agent (at International Stations) � To establish, maintain and develop a good working relationship with Ground

Handling Agents at International Stations and Ground Handling customers at domestic stations.

� Ensure preparation of periodic financial statements showing payments made to foreign handling agencies and revenue earned at various airports in Pakistan by PIA against receiving/providing of handling facilities, respectively.

� Identifying the target market for domestic ground handling services. � Ensure regular competitive analysis. � Provide guidelines for establishing the product, distribution and pricing strategy. � Identifying potential business risks and developing both strategic approach and

immediate tactical solutions. � Explore and pursue innovation into new products.



� Involved in sales and service delivery of the Ground handling services of PIA to carriers operating to any domestic destinations in Pakistan.

� Liaise with Civil Aviation authority and concerned airport managers for corrective actions regarding any problem at domestic stations.

� Attend Government agencies meetings on passenger facilitation and make recommendation with the objective to improve passenger comfort and convenience.

� Ensure proper liaison with Ministry of Defense regarding overseas Pakistanis Foundation and Ministry of Culture and Tourism.

� Ensure regular analysis of ICAO recommendatory practices and take necessary action for their implementation at Pakistani airports

� Provide specialized advice to Manager Handling Agreements with respect to the use of GSE equipment by other airlines.

� Ensure adequate facilities and manpower is available to meet approved operational schedules.

� Ensure the efficient scheduling of operations and that the service provided is punctual, apposite, safe and clean.

� Perform any other duties assigned by Dy. Managing Director from time to time. � To ensure strict compliance (by own self and by the subordinate staff) with all HSEQ

standards and other legal or regulatory bodies requirements; applicable to operational areas under their jurisdiction at all times during conduct of normal operations.

� To ensure effective functioning of HSEQ Steering and Working Committees. Assume responsibility for recording and reporting of all occupational hazards, accidents, incidents, near miss cases to the concerned agencies as per the Management approved systems procedures.

� Works in close liaison with Government Agencies including Director General Civil Aviation, Authority, Customs .ASF, Immigration, Anti Narcotics Force, Intelligence Bureau and Police.

� Ensure the necessary level of liaison with the security units of other airlines and Government Security Forces at PIA Domestic and Foreign Operating locations.

� Keep abreast of the latest amendments in the law of land, modern techniques of scientific management and new developments in the sphere of his activities. Ensure proper application of new techniques and procedures for improving the efficiency and productively level of employees reporting to him.

� Ensure effective implementation of Safety Management System in PH & RS division.

� Plan proper budget for the operation of his division and monitor expenditure under agreed heads.

� To coordinate and provide necessary assistance to ASF at times of universal alert due to perceived threats.



2.2 Manager Training & DQC


Manager Training & DQC IX General Manger PHS


----- Head Office

A. Job Specifications:

Educational Qualifications : � 2nd class/B Grade Master’s Degree from a

recognized university MBA/MPA/MAS will be given preference

� 2nd class/B Grade Graduation from a recognized university

Work Experience : � 10 years customer services experience with

minimum 04 years in Passenger Services Division of an Airline of repute / PIA

� 12 years customer services experience with


Skills / Special Requirements : � Computer literate � Knowledge of other foreign / regional languages is

an advantage

Professional Training / Courses : � Should have completed basic, intermediate

and advance level of courses specified for Passenger Handling Division.

� Quality related courses.

JOB B. JOB DESCRIPTION & RESPONSIBILITIES:::

Operational: � Support GM PHS on Quality and performance matters. � Prepare and monitor Quality performance objectives, set targets and implement a

measurement system in PHS Division in coordination with CQA in line with the departmental and PIA’s Quality Policy.

� Continuously coordinate and follow up with Station & Sectional Heads for ensuring that the processes needed for the Quality Management system are established, implemented and maintained.

� Ensure that the customer requirements are being determined continuously through different means and are being met with the aim of enhancing customer satisfaction.

� Manage and Control the Quality Control function in all areas of PHS division and Prepare action plans for achievement of set quality targets and related activities schedules given by CQA from time to time.

� Measure performance, compile and analyze the data of all areas on a regular basis including the customer satisfaction indices.



� Identify the critical areas, determine root cause of the problem and Initiate corrective actions in coordination with concerned heads and CQA.

� Encourage, promote, create and motivate Quality Improvements Teams in the

department and ensure that departmental quality reviews are held regularly by management on a monthly basis.

� Perform any other tasks/duties on special projects as assigned by GM (CQA) from time to time.

� To conduct Training Need Analysis of the network determining the requirement of trainings throughout the net work.

� To develop training schedules for the net work. � To ensure that the training conducted is in accordance with the training needs of

the department. � To constantly review and update training syllabi incorporating changing

training requirements. � To monitor and conduct On-the-Job Training at domestic airports. � To ensure that new procedures are incorporated in the syllabi.

Perform any other duties assigned by GM PHS from time to time.

Job Objectives (If defined):



2.3 Assistant Manager Quality Control


Assistant Manager Quality Control VII/ VI Dy.GM/Manager Quality Control


----- Head Office



recognized university MBA/MPA/MAS will be given preference.







an advantage




B. JOB DESCRIPTION & RESPONSIBILITIES:::

Operational: � Support and assist DQC Manager in handling documentation, quality activities data

and all activities related to quality improvement in their areas. � Provide effective support to CQA in managing following activities in his/her areas

within the department; o Internal Quality Audit o Customer Surveys

� Continuously follow up with Station & Sectional Heads and Quality Control officers at major stations for ensuring the effective implementation of Quality Management system and suggest continuous improvements in work methods, procedures etc.

� Assist QC Manager in planning & conducting customer surveys, gathering customer feedbacks and handling customer complaint issues arising out of survey conducted through Quality Control Officers and Quality improvement teams.



� Identify non-conformities and quality related problems, suggest solutions and ensure that non-conformities have been removed from the systems.

� Monitor Quality Improvement team (QIT) activities within the Department in liaison with CQA.

� Assist QC Manager in identifying training needs of human resources, develop training schedule and execute training programs in liaison with CQA.

� Maintain the master copies of departmental Quality Manual, Operational Manuals, Legal and Regulatory documents and all Standard Operating Procedures (SOPs) of his/her concerned areas.

� Maintain an updated master list of documents, their corrections and amendments and update CQA with the current records.

� Retrieve all obsolete documents from the copyholders and dispose them off properly. Distribute fresh documents to all concerned including CQA and maintain back-up copies of all documents for safety purposes

� Ensure that relevant versions of applicable documents are available at point of use.



2.4 Quality Control Officer


Quality Control Officer V Assistant Manager Quality Control


----- Head Office







� 06 years customer services experience with minimum 02 years in Passenger Services Division of an Airline of repute / PIA


an advantage





Operational: � Assist Assistant Manager Quality Control in the performance of routine duties

specifically; in maintaining the master and duplicate copies of all documents including documents needed to ensure the effective planning, operation and control of is processes.

� Ensure that the Departmental Quality Policy and Departmental Performance Objectives are effectively communicated and implemented in their designated areas.

� Continuously coordinate with Quality Control Officers at other stations for regular inspections and effective implementation of Quality Management System in their designated areas.

� Conduct customer surveys, gather customer feedbacks and handle customer complaint issues arising out of survey conducted with the coordination of Quality Improvement teams and concerned sectional heads.

� Ensure that people involved in processes are properly trained and aware of the Quality Management System.



� Ensure that any changes and modifications to procedures are addressed through out the

department on timely basis. � Continuously coordinate with all stations to Monitor the effective functioning of the

Quality Control functions and provide regular feedbacks to Assistant Manager Quality Control of their designated areas



2.5 Dy.GM/Manager Passenger Handling


Dy.GM/Manager Passenger Handling IX GM PHS


----- Head Office




� 2nd class/B Grade Graduation from a recognized university.




minimum 04 years in Passenger Services Division of an Airline of repute / PIA.

Skills / Special Requirements : � Computer literate � Knowledge of other foreign / regional

languages is an advantage

Professional Training / Courses : Should have completed basic, intermediate and advance level of courses specified for Passenger Handling Division.

B JOB DESCRIPTION & RESPONSIBILITIES:::

Operational: � Develop standard and procedures for passenger handling. � Advise station managers throughout the network on the application of the managerial

functions to their areas. � Visit stations to review performance as necessary. � Advise station managers on the formulation of budgets for manpower organization,

equipment and facilities for passengers. � Investigate complaints from passengers received centrally with recommendation with

any compensation.

� Analyze complaints received and propose remedial measures. � Take note of manpower levels, functional performance levels, and the performance

and potential of promising passenger services employees in all stations and where applicable recommend transfers, or other measures to strengthen weak areas and develop staff in passenger handling.

� Keep statistical records of network passenger complaints, revenue from excess baggage. Analyze these records and reports on trends to management.



� Handle the audit matters, queries and also look after the functions of HRM Task force.

� Provide central guidance in the development of passenger handling services throughout all stations in the network, ensure that effective standards and procedures are set and monitor their implementation. Manage central passenger complaints.

� Perform any other duties assigned by GM PHS from time to time.



2.6 Dy.GM/Manager Baggage Services


Dy.GM/Manager Baggage Services IX GM PHS


----- Head Office













Operational: � Initiates action on all baggage mishandling complaints. � Carries out all correspondence concerning baggage complaints. � Follow up all pending cases with stations and Check, monitor and assess the

genuinity of the cases settled by the stations. � Ensure the efficient operation of central baggage tracing. � Assess the long and short term requirement of training and arrange training for

baggage service staff especially for World Tracer Management. � Maintenance and up-dation of baggage Service Manual for ready reference at stations

and head office. � Pinpoint the causes of baggage losses and develop procedures to eliminate them. � Performance evaluation of stations on specified parameters and standards set by the

industry. � Investigate complaints from passengers received centrally and recommend any

payment to be made in compensation for lost baggage. � Formulate policies and procedures for smooth and efficient baggage handling. � Monitor AHL/OHD messages and arranges their recovery/delivery. � Prepare daily/weekly and monthly statements for management/showing list of

baggage pieces lost and found and their disposal. � Monitoring and follow-up of the following :



o Proper and complete documentation at the time of pax reporting loss i.e. PIR. o Quick and efficient disposal of PIR. Considering the corporation’s interest and

passenger satisfaction. o Maintenance of interline baggage record at stations. o Non acceptance of heavy/over sized baggage in cabins. o Use of tags on baggage like;

� Transfer Transit Tags � Limited Release Tags � Rush Tags

� Monitoring of following for improved baggage delivery. o Baggage tag collection on arrivals. o Proper guidance of passengers in baggage area. o Quick delivery of business class baggage followed by economy class baggage. o Use of passenger comments column in ACSI System. o Use of name & address stickers on baggage. o Use of plastic bags for intercepted items.




2.7 Assistant Manager Baggage Claims


Assistant Manager Baggage Claims VII Manager Baggage Services

Section Location Job Reference No.

H.O

A. Job Specifications:


recognized university. MBA/MPA/MAS will be given preference. � 2nd class/B Grade Graduation from a

recognized university



� 10 years customer services experience with minimum 04 years in Passenger Services Division of an Airline of repute / PIA.


languages other than English / native language is an advantage

Professional Training / Courses: Should have successfully completed basic, intermediate and advance level of courses specified for Passenger Services Division.

B. Job Description & Responsibilities:

� Ensures expeditious clearance and settlement of all baggage claims, develops efficient procedures for minimizing baggage claims/mis-handling.

� Develop methods and procedures for effective and efficient disposal of all baggage claims filed by different claimants through stations/ head office.

� Ensures quick processing of baggage claims so as to ensure expeditious clearance and settlement of all baggage claims.

� Carries out periodic analysis of various baggages claims in order to determine the weak areas/reasons for mis-handling of baggage and develops/implements measures for reducing the same.

� Works closely with the Central Tracing Office and checks on reconciliation of baggage discrepancies.

� Supervises the disposal of salvage items in coordination with the Insurance Manager. � Prepares periodic management reports indicating number of claims filed, number of

claims settled, baggage discrepancies highlighting weak areas and reasons thereof together with measures adopted to minimize the same.

� Negotiates cases of interline baggage claims and ensures their quick settlement.



2.8 Assistant Manager Baggage Tracing


Assistant Manager Baggage Tracing VII Manager Baggage Services


Karachi

A. Job Specifications: Educational Qualifications : � 2nd class/B Grade Master’s Degree from a









C. Job Description & Responsibilities: � To monitor all AHL messages. � Obtain on-hand baggage inventories i.e. OHD reports for matching purposes. � In case of match of AHL and OHD arranging for recovery and delivery. � If un-successful then continuing tracing as appropriate with other carrier's Central Lost

and Found Office (LZ), where a carrier has not established such an office, with that carrier's airport Baggage Tracing Offices (LL), using the AHL message format.

� To chalk-out various heads of discrepancies and prepare monthly statements of total mishandled baggage pieces plus re-concealed discrepancies and that of missing pieces too.

� To pinpoint responsibility for taking corrective action at Stations.



2.9 Dy.GM/Manager Ramp Operations


Dy.GM/Manager Ramp Operations IX GM PHS


----- Head Office













Operational: � Analyze and evaluate all system delays on day to day basis for management morning

briefing. � Keep record of all over delays and submit monthly/yearly comparison to bring

improvement. � Formulate policies to streamline smooth working at stations. � Reply to points raised by Station Managers in relation to all Administrative and

general matters at their stations. � Coordinate replies to Station Managers where multi-functional responses to their

quires are required. � Act in every way to provide for uniform and equitable treatment of station affairs in

line with laid down policies. � Assist the General Manager on matters relating to Station Problems and over-all

performances. � Perform any other duties assigned by GM PHS from time to time.



2.10 Dy.GM/Manager Facilitation


Dy.GM/Manager Facilitation IX/VIII General Manager PHS


----- Head Office













Operational: � Prepare subject wise list of problems at each domestic airport with the view to liaise

with Civil Aviation authority and concerned airport managers for corrective actions. � Analyze ICAO recommendatory practices and take necessary action for their

implementation at Pakistani airports. � Make recommendations to change PIA policies and practices with the view to

introduce better facilities for the overall comfort of the passengers. � Attend facilitation committee meetings at Karachi and follow up actions with PIA

departments concerned for the implementation of decisions taken in these meetings. � Attend Government agencies meetings on passenger facilitation and make

recommendation with the objective to improve passenger comfort and convenience. � Liaise Ministry of defense regarding overseas Pakistanis Foundation and Ministry of

Culture and Tourism. � To solve and process approval of various facilities required at all online stations e.g.

space problem, office accommodation, office equipment and other related problems. � To provide different facilities in coordination with different departments.

Perform any other duties assigned by General Manager PHS from time to time.



2.11 Dy.GM/Manager Handling Agreements


Dy.GM/Manager Handling Agreements IX/VIII General Manager PHS


----- Head Office

A JOB SPECIFICATIONS:

Educational Qualifications: � 2nd class/B Grade Master’s Degree from a



Work Experience : � 07 years customer services experience in

Passenger Services Division of an Airline of repute/PIA with minimum 03 years in ground handling agreements section.

� 09 years customer services experience in Passenger Services Division of an Airline of repute/PIA with minimum 05 years in ground handling agreements section.

Skills / Special Requirements : � Computer literate � Knowledge of other foreign languages is an

advantage

Professional Training / Courses: Should have completed basic, intermediate and advance level of courses specified for Passenger Handling Division.

B JOB DESCRIPTION & RESPONSIBILITIES:

Operational: � Conducting analysis for outsourcing ground handling of PIA flights at International

Stations. � Negotiating and finalizing Ground Handling Agreements, with handling agents at all

International Stations for PIA flights. � Ensure coordination between PIA and the handling agent (at International Stations) � To establish, maintain and develop a good working relationship with Ground

Handling Agents at International Stations and Ground Handling customers domestic stations.

� Preparing periodic financial statements showing payments made to foreign handling agencies and revenue earned at various airports in Pakistan by PIA for receiving/providing handling facilities, respectively.

� Identifying the target market for domestic ground handling services. � Conducting competitive analysis. � Prepare the product, distribution and pricing strategy. � Identifying potential business risks and developing both strategic approach and

immediate tactical solutions.



� Explores and pursue innovation into new products. � Involved in sales and service delivery of the Ground handling services of PIA to

carriers operating to any domestic destinations in Pakistan. � Coordinate with Finance, TGS, Engineering, and Field Services in obtaining their

clearance before finalizing the agreements. � Perform any other duties assigned by General Manager PHS from time to time.



2.12 Assistant Manager Handling Agreements


Assistant Manager Handling Agreements VI/VII GM PHS


----- Head Office

A JOB SPECIFICATIONS:

Education Qualifications : � 2nd class/B Grade Master’s Degree from a



Work Experience : � 05 years customer services experience in

Passenger Services Division of an Airline of repute/PIA with minimum 02 years in ground handling agreements section.

� 06 years customer services experience in Passenger Services Division of an Airline of repute/PIA with minimum 02 years in ground handling agreements section.

Skills / Special Requirements � Computer literate � Knowledge of other foreign languages is an

advantage


JOB RESPONSIBILITIES:

Operational: He will assist Manager Handling Agreements in;

� Assist in conducting studies in coordination with Finance to determine economical feasibility of outsourcing ground handling of PIA flights at International Stations.

� Intensive correspondence before negotiations to finalize the Ground Handling Agreements, with handling agents at all International Stations for PIA flights.

� Timely coordination and liaison with handling agent (at International Stations) � Maintain and develop a good working relationship with Ground Handling Agents at

International Stations and Ground Handling customers at domestic stations. � Periodic monitoring of financial statements showing payments made to foreign

handling agencies and prepare periodic revenue earned at various airports in Pakistan by PIA for receiving/providing handling facilities, respectively.

� Conducting market research and competitive analysis to recommend the pricing strategy and product demand.



� Identifying potential business risks and recommends possible solutions. � Explore innovative product features to increase business volume.

� Involved in sales and service delivery of the Ground handling services of PIA to

carriers operating to any domestic destinations in Pakistan. � Coordinating with Finance, TGS, Engineering, Field Services in obtaining their � Clearance before finalizing the agreements. � Performing any other duties assigned by General Manager PHS from time to time.



2.13 Assistant Manager Inadmissible Passenger Cell


Assistant Manager Inadmissible Passenger Cell VI/VII General Manager PHS


----- Head Office













Operational: � To supervise and ensure handling of inadmissible passengers as per procedure. � To coordinate with all stations on PIA network regarding Inadmissible/Deportees

Passengers information and maintain, update station wise statistics of inadmissible/deported passengers on regular basis.

� To ensure that the sub-cells at Karachi, Islamabad and Lahore are functioning effectively as per procedure.

� Analyze and investigates each case of inadmissible/deported passenger, ascertains ticketing sources and establishes responsibility of individuals and sales outlets instrumental in facilitating inadmissible travel.

� To prepare morning briefing report with update information for management review n regular basis.

� Co-ordinates with government agencies e.g. FIA, Ministry of Home Affairs etc. provide recommendations to energize coordinated effort to reduce travel of inadmissible passengers to the barest minimum.

� Provides update information of Inadmissible/deportee passengers to FIA on monthly basis regularly.



� Arranges periodical meetings between senior officials of PIA and government Agencies/Ministries so as to reach unified decisions and related procedures to discourage/curb travel of inadmissible passengers and to safeguard airline’s interest and image.

� Coordinate with foreign embassies and consulates to find out new ways to control traveling of inadmissible passengers in the interest of airline.

� Perform any other duties assigned by General Manager PHS from time to time.



2.14 Assistant Manager DCS (ACSI Operations)


Assistant Manager DCS (ACSI Operations) VII/ VI GM PHS


----- Head Office






minimum 03 years in Passenger Services Division with an exposure to On-line Check-in Systems of an Airline of repute / PIA

� 08 years customer services experience with minimum 03 years in Passenger Services Division with an exposure to On-line Check-in Systems of an Airline of repute / PIA





Operational: � To control overall ACSI database and network applications. � To develop, implement and maintain ACSI database. � To revise and update data tables. � To analyze complex network issues and test new enhancement of the application with

SABRE system. � To coordinate and act as primary contact with SABRE for system application. � To work with management to lead special projects. � To instruct end-user training fro flight management and check-in system. � To manage ACSI staff, allocate duties and establish network control. � To diagnose resolution support to ACSI network. � To work as a national coordinator for advance passenger information system (APIS). � To initiate cutover on new stations. � Perform any other duties assigned by GM PHS from time to time.



2.15 Assistant Manager Procurement Cell


Assistant Manager Procurement Cell VI GM PHS


----- Head Office













Operational: � To procure all electrical, non-electrical equipments for Airport Services Department. � To procure and maintain availability of all operational stationary such as;

o Boarding Pass o Baggage Tags o All necessary documents relevant to traffic cell

� To procure all necessary office equipments required for carrying out duties in all sections such as; computers, stationary items, and other related items.

� To get approval for procurement of equipments/miscellaneous items from top management for outstation offices.




3 Hierarchy & Job Descriptions of PHS Station’s based positions

* This is the most comprehensive organizational chart of a station. Positions, However, it may vary based on Station Operations requirements and available of operational workforce.



3.1 Station Manager


Station Manager Decided by

Management GM PHS


-----












� To ensure strict compliance to their department/division operational safety and security

functions and also ensuring operation are provided with necessary resources.

Operational: � Develops strong, self supportive shifts, based on sound operating procedures, with

built-in flexibility to ensure optimum coordination of work under all anticipated airport conditions.

� Develops Shift Managers at airport to manage the passenger services shift staff efficiently and effectively.

� Ensures that close operational liaison is maintained with Flight Operations Control, Engineering and Maintenance, DGCA and all government agencies.

� Develops efficient procedures for coordination including those for shift take over and handover, work allocation, monitoring and control.

� Develops Management Information Reports for the monitoring and control of performance, time standards, identification and eradication of trouble spots or bottlenecks.



� Ensures that all the functions within shifts are given adequate guidance by their functional advisors at head Office. Indicates areas where more training is required.

� Liaises with Civil Aviation Authority and attends coordination meetings to suggest

improvements in airport facilities. � Makes budget proposals and monitors the progress of work against agreed budget

heads. � Manages the personnel efficiently in terms of their selection, development, motivation

and discipline. � Performs any other duties assigned by GM PHS from time to time. � Ensure that security and safety aspects are properly addressed, implemented and are

being supervised in passenger handling. � Ensures that ground handling services rendered to PIA at foreign stations by handling

agencies and the services provided by PIA at domestic stations to other carriers conform to the standards of services which are agreed upon in handling agreements in the areas of his concern.

� Ensure effective implementation of Safety Management System in PH & RS division. � Station Manager shall ensure to comply with applicable laws, regulations and

procedures of the country where PIA operation is conducted.



3.2 Manager Station Operations


Manager Station Operations VIII/VII Station Manager


-----














Operational: � Advises SSM/Terminal Managers for improvements based on lessons learnt from

previous discrepancies. � Circulates the new procedures, policies and regulations to their concerned areas issued

by Head Office and Station Manager from time to time. � Arranges in-house Professional Training / Courses to update its staff regarding new

policies, procedures and other professional techniques. � Provides guidance to the staff working at Terminal whenever required and resolves the

complaints/problems of passengers, occurring during day to day operation. � Ensures that all the discrepancies/problems and mishandlings are communicated to the

Station Manager and necessary actions has been taken accordingly. � Ensures the completion of all documents and maintenance of records in their concerned

areas



3.3 Manager Ramp Services


Manager Ramp Services VIII/VII Station Manager


-----














Operational: � Advises SSM/ASM(Arrival)/DSM(Ramp) for improvements at Ramp Area based on

lessons learnt from previous discrepancies. � Maintain the records regarding the ground handling accidents and incidents at least for

last 02 years. � Circulates the new procedures, policies and regulations to their concerned areas issued

by Head Office and Station Manager from time to time. � Coordinates and follows-up with G.O.C., Load Control, Ramp Area, Baggage Build-up

Area and ULD Cell for smooth handling of flights. In case of any problem suggests the corrective and preventive measures.

� Ensures the completion of all documents and maintenance of records in their concerned areas.



3.4 Manager Baggage Services


Manager Baggage Services VIII/VII Station Manager


-----














Operational: � Checks the Log Book for any Lost/Found Report and prepare the cases for further

actions on regular basis. � Ensures that the claim is settled for damaged/ pilfered baggage or baggage is repaired

within seven days if required by customer. � In case of baggage retrieval, ensures that passenger is informed timely and baggage is

delivered in due course.

� In case of lost baggage, informs passenger and settle the claim as per station competency. Whereas, the claims over and above the competency level of station will be referred to Head Office for settlement.

� Prepares and maintains the monthly statement of Claim Settlements and Lost/Found baggage for management review.



� Analyses the suggestions/recommendations received from SSM and advises Station Manager to take necessary actions for improvements in baggage handling.



3.5 Manager Foreign Handling


Manager Foreign Handling VIII/VII Station Manager


-----














Operational: � Coordinates with the Shift Station Managers for proper and smooth handling of foreign

carriers. � Coordinates with the Station Managers of foreign carriers with a view to resolve any

problems, they may have. � Maintains the proper record regarding discrepancies/ delays/ appreciations of foreign

carriers. � Ensures that all foreign carriers are provided adequate equipment and manpower for

smooth handling of their flights. � Ensures that the Shift Station Managers are giving the same importance to the handling

of foreign carriers as to PIA flights, and in no case foreign flights are given secondary attendance.



� Ensures that the latest rates of handling charges are provided to ASM (foreign handling), and they are updated for proper billing to the foreign carriers.

� Ensures that the staff deputed to handle foreign carriers are properly trained and are informed regarding the policies and procedures followed by the foreign carriers.



3.6 Assistant Manager Foreign Handling


Assistant Manager Foreign Handling VII Manager Foreign Handling


A. Job Specifications: Educational Qualifications : � 2nd class/B Grade Master’s Degree from a









D. Job Description & Responsibilities:

� To liaise with the Station Manager/Representative of the airline handled by PIA. � To evaluate and plan the requirement of equipment. � To ensure services are provided to the foreign carriers as per agreement. � To get the handling forms signed by the representative of the Foreign Carriers. � To assist the Station Manager/Station Representative of the Foreign Carrier for any

special request. � To co-ordinate with different units of the airline like TGS, Engineering, Field

Service, Cabin Service and Catering for service which may be required by the foreign carrier.

� To ensure on time departure of the foreign carriers.



3.7 Manager Post Flight Records/Complaints


Manager Post Flight Records/Complaints VIII/VII Station Manager


-----














Operational: � Ensures that all the post departure/arrival records are maintained, stored and

communicated to the concerned areas. � Ensures the proper monitoring/comparison of shift staff performance. � Ensures that the flights schedule is timely updated and communicated to concerned

area. � Ensures the prevention of inadmissible passenger traveling, and resolves the

inadmissible cases. � Ensures the calculation of taxes to be paid to CAA. � Ensures that all complaints are properly analyzed and necessary actions are taken.



� Ensures the recovery of all short collections on Coupons/EBTs through responsible staff.

� Ensures the timely dispatch of flight coupons with correct amount to the revenue accounting.

� Maintains the trend of passengers flown and revenue earned in terms of excess baggage charges for management review.

� Ensures that all the records regarding the flights are properly maintained and retrievable including the Load Sheet/Trim Sheet of each flight for at least one year.



3.8 Manager Projects/Executive Services/Support Service


Manager Projects/Executive Services/Support Service VIII/VII Station Manager


-----














Operational: � Ensures that the maintenance work at airport in the premises of PIA and its cleaning is

carried out regularly. � Controls the inventory of all the stationary items including boarding passes and

baggage tags for any un-authorize use. � Ensures the procurement of all kind of stationary, its provision for the briefing area,

check-in counters and distribution to the staff and also ensures that inventory records are maintained properly.

� Ensures the maintenance of office furniture, electrical appliances and other office items.

� Ensures the maintenance of all the communication devices.



� Coordinates with other agencies and departments such as; CAA, Information Department and Works Department for proper maintenance of all equipments installed at the airport.

� Ensures the maintenance of vehicles used with in the passenger services.



3.9 Station Controller


Station Controller VII/VI Station Manager


-----












Operational: � Coordinates with Engineering, Flight Control and Flight Operations and other

concerned areas in case of any change in equipment and schedule. � Coordinates across the network in lieu of any delays. � Maintains coordination in respect of any incidents with other areas of operation. � Coordinates in respect of special (VVIP) flight movement. � Coordinates for charter flights. � Ensures correct ant timely dispatch of Operation Mail



3.10 Shift Station Manager


Shift Station Manager VII/VI Station Manager


-----













Operational:

� Acts for and with the authority of the Station Manager with full responsibility for all station functions in a shift and ensures the regularity of operations, smooth handling of flights and staff discipline, administration and training.

� Advises Terminal Manager, ASM(arrival) and DSM(Ramp) for improvements based on lessons learnt from previous discrepancies.

� Ensures the proper deployment of officers and staff so as to ensure optimum utilization of manpower and enable all sections to function efficiently.

� Conducts regular meetings to brief staff on standards and procedures to improve day to day working and to solve any problems being countered by staff.

� Ensures that all procedures are properly followed by the staff.



� Ensures that all Manuals, Circulars and Instructions issued by the Head Office/Station Manager are circulated among staff, maintained and kept up-to-date by concerned units.

� Plans staff leave in such a way to ensure that there is no shortage of trained staff in his/her shift for key positions in coordination with Duty Allocator.

� Ensures that all changes in schedule are brought to the attention of all concerned.



3.11 Duty Allocator


Duty Allocator VI/V Shift Station Manager


-----












Operational: � Plans & assigns duties for all functional areas in consultation with SSM, TM and Flight

Supervisor. � Ensures proper provision of manpower for all areas. � Ensures the optimum utilization with the available human resources. � Control the attendance of shift and ensures the effective administration with in the

shift. � Maintains checks and balances of the performing shift. � Performs operational duties in addition to the administrative B. Job Description &

Responsibilities:: whenever required. � Ensures the deployment of officers and staff as per operational requirement of different

areas



3.12 Terminal Manager


Terminal Manager VI/V Shift Station Manager


-----














Operational: � Checks the Passenger Manifest and determines the load for each flight. � Determines the departure status of all flights and the Bay number allocated to each

flight. � Ensures that counters, weighing scales, conveyor belt and surrounding areas are clean

and flight displays are properly working and updated. � Nominates the Flight Supervisor and identifies check-in counter for each flight as per

flight load. � Ensures that all required tags, forms and other stationary items are available. � Acquaints him/herself with any VIP/CIP movement or any cases of un-accompanied

child or passenger requiring stretchers/wheel chairs. � Ensures that all counters are manned. � Coordinates with Station Control to acquire immediate information regarding changes

in schedule.



� Coordinates with the Duty Allocator for the availability of officers and staff in the terminal as per operational requirement.

� Ensues that Supervisors, Passenger Service Officers and Assistants are positioned in time and are fulfilling their designated functions in accordance with airline service standards.

� Ensures that mis-connected passengers are properly looked after and their re-bookings/hotac or other requirements are handled promptly.

� In case of delayed flights ensures that : o Passenger are regularly informed of the reason and extent of delay o Refreshments/Meals are served ( if involved) o Enough staff is available to handle the situation o Alternative bookings are arranged if necessary.

� Ensures that flights are being closed at time. � Coordinates with Immigration for the smooth and timely handling of passengers

traveling on PIA, and in case of any problem takes necessary action to handle the situation.

� Ensures that all the procedures and policies are being followed in the Terminal, and in case of any discrepancy takes/suggests corrective actions.

� Ensures that the passengers are being handled promptly and their complaints are being resolved.

� Processes the flight papers for records / management review / auditing purposes. Ensures the communication of flight data to the next/destination station.



3.13 Assistant Station Manager (Arrivals)


Assistant Station Manager (Arrivals) VI/V Shift Station Manager


-----













Operational: � Checks Flight Movement, Load Message and determine the load of passenger and

baggage on each flight. � Coordinates with the Duty Allocator and ensures the availability of sufficient staff as

per load on each flight. � Coordinates with the Baggage Controller and assign the Baggage Attendants and staff

for each flight arrival. � Ensures that the sufficient equipments are available for carrying the baggage from

build up area towards the aircraft. � Ensures that adequate manpower is available at the time of arrival, baggage flow is not

interrupted and baggage is delivered as per standard. � Coordinates with the CAA for the allocation of baggage delivery belt at the time of

arrival. � Ensures that the correct ULDs are placed on the correct belt. � Ensures that baggage is delivered after proper matching with the claim tags. � Processes the flight papers for records/management review/ auditing purposes.



3.14 Deputy Station Manager (Ramp)


Deputy Station Manager (Ramp) VI/V Shift Station Manager


-----










� GOP driving license





Operational: � Plans and allocates manpower at ramp area according to the Flight Movement and

assigns Loading Supervisors for each flight. � Deputy Station Manager (Ramp) is responsible for supervision and oversight of

complete Ramp operations of his/her area. � Ensures that the required manpower is available on the ramp for smooth handling of

arrivals/departures. � Ensures that accurate information is available regarding aircraft type, registration

numbers and bay numbers. � Coordinates with the TGS/GSE operations to ensure that proper Ground Support

Equipments are available and serviceable.



� Over-sees the loading/un-loading of different flights and ensures that the Loading/Un-Loading Supervisors and designated loaders are available and operative.

� In case of 20 feet pallets loading/unloading at the time of arrivals/departures, supervises the whole process personally.

� Ensure all personnel working on Airside are trained on Ramp safety procedure in close coordination with Manager Training & Development.

� Conduct & update Risk assessment registers for Ground Handling Operations on regular basis

� Ensures that all the discrepancies are maintained in the Log Book.

� Processes the flight papers for records/management review/ auditing purposes and give suggestions for improvement to SSM.

� Ensure that incase of any dangerous goods incident immediately evacuate and inform the Emergency Resource Planning section or airport authorities

� Personally monitor and ensure that safety procedure are being followed during loading & unloading processes to avoid any accident/incident

� Promote safety awareness among operational staff



3.15 In-charge Special Handling/Transit Cell


In-charge Special Handling/Transit Cell VI/V Shift Station Manager


-----














Operational:

� Check the Logbook and telexes and prepare a checklist of important items to prioritize the action.

� Check passenger manifest/telexes regarding handling of unaccompanied minors, Invalid passenger, stretcher cases and other special handling passengers on all flights and coordinate with Terminal Manager to ensure the proper and timely handling.

� Check the availability of rooms in the hotel for economy and business class passengers.

� Ensure the flight wise timely checkout of transit passengers from hotel. � Incase of delay in any flight departure which results in misconnection onwards,

telexes to be flashed to reservation/ final destination for alternate arrangements.



� Ensures the proper handling of Transit Passengers and their baggage, ladies alone, invalid passengers, unaccompanied children, groups and other passengers requiring special services.

� Incase of deportee passenger on arrival/departure ensure the proper coordination

with the immigration. Ensures the communication of the same to all concerned including destination station in case of departure.

� Coordinate with reservations in order to confirm/make alternative bookings for connecting/mis-connecting passengers.

� Coordinate with hotels to ascertain availability of rooms and arrange to send passengers to hotels according to priorities fixed by management from time to time.

� Whenever stretcher case is involved, ensure that the ambulance is available on time and coordinate with TGS for availability of Ambulifter for handling of stretcher cases.

� At all arrivals ensures that proper service is extended to transit passengers, including issuance of hotel accommodation vouchers also ensure that hotel accommodation is provided to bonafide passengers and that strict control is maintained of hotel vouchers.



3.16 Coordinator GOC


Coordinator GOC VI/V Deputy Station Manager (Ramp)


-----












Operational:

� The main responsibility of In-charge GOC is to co-ordinate the Ground Operations and is responsible for the smooth handling of all the flight’s departures within a given shift.

� I/C GOC is responsible for getting information prior departure whether the aircraft will be called from Engineering or is already parked at Bay area for a particular flight within the shift.

� I/C GOC has to coordinate with Operation Control, Ramp Control, TGS Operations etc for smooth handling of flights and is responsible for ensuring dissemination of correct information to the correct place in case of any changes.

� I/C GOC is responsible for recording and maintaining time sheet of every flight within the shift.



3.17 In-charge Satellite


In-charge Satellite VI/V Terminal Manager


-----














Operational: � Checks the flight departure status and ensures the timely announcements of flight

departure status in the Satellite Area. � Ensures that the boarding staff arrives at the stipulated time to activate the boarding

desk. � Ensures the timely clearance of boarding from cockpit and cabin crew. � Ensures the timely announcement for boarding after getting boarding clearance. � Ensures the sequence-wise boarding of aircraft. � Ensures the proper interception of passengers un-checked baggage and coordinates

with Loading Supervisor for loading of any intercepted baggage. � Ensures that proper guidance is provided to the passengers whenever required. � Ensures the offloading of missing passenger’s baggage as per SOP.



� In case of flight cancellation after check-in ensures the proper guidance of passenger, and also ensures that all the passengers are handed over their flight coupons and baggage.

� In case of diverted and delay flights due weather/fog ensures the proper guidance and

handling of passengers in the lounge and provision of light refreshments and meals if required.

� Ensures the proper maintenance of standard departure Pro-forma.



3.18 Coordinator B+


Coordinator B+ VI/V Shift Station Manager


-----












Operational: � Ensures that all the VIPs/CIPs are handled with professional efficiency and are

attended properly round the clock. � Ensures that the Business+ Lounges, CIP Lounges and Kerb Counters are clean and

manned round the clock. � Ensures that the staff is wearing proper and clean uniform. � Ensures that the business+ passengers and VIPs/CIPs are properly greeted and attended

by the staff. � Ensures that the Kerb-Counters are clean, manned round the clock and passengers are

properly greeted and handled.



3.19 In-charge ULD Cell


In-charge ULD Cell VI/V Deputy Station Manager (Ramp)


-----














Operational: � Maintains the inventory control of ULDs through out the network. � Ensures the proper identification of damaged ULDs (such as; trollies, dollies, pallets)

and provision to the TGS workshop for repair. � Ensures the proper controlling of ULDs by proper retrieving and feeding of ULDs

through out the network. � Ensures the proper arrangements and installation of stretcher on the aircraft except B-

743 & B-777. � Supervises the ULDs shift operations round the clock. � Ensures the timely flashing of telexes for incoming/outgoing ULDs and maintain the

proper record for the same. � Supervises the retrieval process of ULDs for shifts and fulfilling the needs of various

stations as well as local requirements.



3.20 Flight Supervisor


Flight Supervisor V/VI Terminal Manager


-----














Operational: � Checks the flight departure status and carries out the complete pre-flight checks

regarding: o Aircraft load, configuration and its registration. o Pre-reserve seats for VIPs/CIPs. o Wheel chairs passengers, family traveling with infants. o Special meal request, infant seat and other related information.

� Ensures that all the information regarding the flight is properly inserted in the system such as; aircraft type, bay number and registration.

� Ensures the timely announcements as per flight departure status. � Pre-reserve the seats for groups and families traveling together to ensure that they have

been allocated seats together. � Opens the flight for check-in as per standard time of each flight. � Ensures that the sufficient counters are available to meet flight load.



� Ensures his/her presence at the counters during the complete process of check-in. � Flight supervisors will also monitor the following functions;

1. Parking of aircraft as per standard timings (as required before STD).

2. Completion of aircraft cleaning.

3. Whether cleaning is done properly or not.

4. Air-conditioning of cabin.

5. Loading of catering.

6. Loading of baggage and cargo.

� Due to delay of any of the above function, if he feels that flight might get delayed,

matter must be brought to the knowledge of Station Manager through SSM and

Situation Room must be informed immediately � Closes the flight for check-in as per standard time of each flight. � Ensures that the passengers reporting after closing of flight for check-in are properly

briefed about the no-show charges and time is punched on their tickets. � Maintains the logbook for any no-show passenger. � Ensures that all the related documents such as; Passenger Information List(PIL), Trim

Sheet and other related documents have been presented to the cockpit and cabin crew. � Coordinates with the Operational Control and other related areas to ensure the push

back and other closing functions. � Ensures the availability /completion of relevant documents at the time of flight closing. � Ensures that time is properly stamped on the ticket of late reporting passengers.

At the time of door closure coordinates with the Flight Purser and ensures that no ground staff is on board.

� Flight Supervisor will proceed to boarding lounge after closing of flight for check in and will ensure timely completion of following functions with effective coordination.

1. Trim presentation and sign off. 2. Figure Talley. 3. Door closing and push back



3.21 Baggage Controller


Baggage Controller V Assistant Station Manager (Arrivals)


-----



recognized university. MBA/MPA/MAS will be given preference. � 2nd class/B Grade Graduation from a recognized

university




Skills / Special Requirements : � Computer literate � Knowledge of other foreign / regional languages

other than English / native language is an advantage



Operational:

� Ensures the deployment of staff for each area at Baggage Build-up Area. � Checks the Log book and identify the left behind Baggage, transit Baggage and Rush

tag baggage at the time of flight departure. � Check and mark peak timings or arrival/departure and connection timings of flights

within the shift. � Looks after the overall functions of DBS/IBS I/Cs and I/C transit Baggage and

ensure the loading of baggage for correct destination at the time of flight departure. � Coordinate with the Trim controller, Operation control & Ramp coordinator and

confirm the Bay allocated, aircraft type/registration & load plan for each departing flight.

� Coordinate, advise and update the load control regarding the Passenger baggage and transit/joining baggage at the time of flight departure.

� Checks Telexes of arriving flights and give necessary instructions to staff for Baggage delivery/Transit baggage.



� Ensures proper segregation of Transit Baggage and coordinate with I/C IBS and

Transit Baggage for timely transfer of this baggage to the respective flights.

� Ensure availability of stand by baggage trollies for chance passengers. � Checks all the ULDs and ensure that all are in operationally acceptable condition. � Coordinate with the ULD cell and ensures the availability of required ULDs for

Transit Baggage. � Coordinate with the ASM(Arrival) for allocation of belt through CAA, Operation

control, and Ramp coordinator and confirm the Bay allocated to each flight. � Incase of any eventuality same is to be reported to DSM(baggage Services) and MRS

immediately. � Coordinate with G.O.C, Ramp coordinator and Offloading supervisor for parking and

door opening of Aircraft and time of dispatch of Baggage from Aircraft.



3.22 System Controller


System Controller V/IV Shift Station Manager


-----












Operational: � Takes control of respective flight at stipulated time from reservation. � Checks all the flights on the network and takes necessary actions in case of any

error/problem. � Takes the flight data from Operations and insert into the system. � Maintains and sends the post flight record of all departures such as; flight summary,

passenger history, flight history etc. � In case of aircraft change at the time of check-in, re-generates all the boarding passes

and distributes to the passengers in the Lounge/Satellite. � Checks and ensures that the travel documents of all the passengers are properly

inserted into the system for Atlantic bound flights. � Passes the control to the next/destination station, and ensures that no updates are left in

coordination with Flight Supervisor.



3.23 Load Master


Load Master V/IV Deputy Station Manager (Ramp)


-----










Professional Training / Courses: Should have successfully completed basic, intermediate and advance level of courses specified for Passenger Services Division. DGR Initial & Re-current Training.




Operational: � Plans for cargo and baggage load for all the flights within the shift and prepares the

Zero Fuel Weight (ZFW)/Load Sheet in coordination with Cargo and through Computerized Passenger Manifest.

� Check the departure time of each aircraft and start planning the load distribution on aircraft 03 hours prior to the flight departure to ensure the proper, secure and within aircraft weight and balance limitations load distribution.

� In case if any Arms/Ammunition, Dangerous Goods, Dead Body or any Special Load to be loaded on the aircraft hold, specifically mention the location of the same Load Sheet/Trim sheet and Loading Advice/Load Plan.

� Ensure the correct loading of Dangerous Goods onboard the aircraft as per the location specified in the Loading Advice/Load Plan.

� Continuously coordinates with Baggage Controller, Cargo and Terminal for any change in Load Plan.



� Coordinates with the Loading Supervisor for the proper loading of baggage and cargo as per load plan.

� Prepares the final/updated Trim Sheet of respective flight. � Presents the Trim Sheet to the cockpit crew for signature and distributes the copies

accordingly at the time of flight closure.



3.24 In-charge Transit Baggage


In-charge Transit Baggage IV/III Baggage Controller


-----


Educational Qualifications : 2nd class/B Grade Graduation from a recognized university

Work Experience : � 06 years experience with minimum 03

years in Passenger Services Division of an Airline of repute / PIA.







Operational: � Checks telexes, Log Book and gives necessary instructions to staff for baggage

delivery/transit baggage. � Ensures the proper line up of containers and pallets as per advise/planning of Load

Control for respective flight and ensures the proper tagging on containers and pallets. � Ensures the collection of last piece baggage tag and time of receipt at baggage build-

up area for each departing flight. � Ensures the proper segregation of baggage for each flight and preparation of Baggage

Reconciliation Sheet (BRS) at the stipulated time for each flight. � Maintains the Log Book for any discrepancy. � Ensures the loading of baggage in correct ULDs and the proper tagging on

containers/pallets and the dispatch of these to the correct Aircraft/Bay.



3.25 In-charge DBS


In-charge DBS IV/III Baggage Controller


-----










Operational:

� Checks Telexes, Logbook and give necessary instructions to staff for Baggage delivery/Transit baggage.

� Ensure the proper line up of Containers and Pallets as per advise/planning of Load control for respective flight and ensures the proper tagging on Containers and Pallets.

� Ensure the collection of last piece baggage tag and time of receipt at baggage build-up area for each departing flight.

� Ensures the proper segregation of Baggage for each flight and preparation of Baggage Reconciliation Sheet (BRS) at the stipulated time for each flight.

� Maintain the Log book for any discrepancy. � Ensures the loading of baggage in correct ULDs and the proper tagging on




3.26 In-charge IBS


In-charge IBS IV/III Baggage Controller


-----











Operational: � Checks telexes, Log Book and gives necessary instructions to staff for baggage

delivery/transit baggage. � Ensures the proper line up of containers and pallets as per advise/planning of Load

Control for respective flight, and ensures the proper tagging on containers and pallets. � Coordinates with the In-charge Transit Baggage for timely handling of transit

baggage. � Ensures the collection of last piece baggage tag and time of receipt at Baggage Build-

Up area for each departing flight. � Ensures the proper segregation of baggage for each flight and preparation of Baggage

Reconciliation Sheet (BRS) at the stipulated time for each flight. � Maintains the Log Book for any discrepancy. � Ensures the loading of baggage in correct ULDs and the proper tagging on




3.27 Bay Coordinator


Bay Coordinator IV/III Station Controller


-----











Operational: � Coordinates with Civil Aviation Control Tower and informs the expected time of

arrival of PIA flights to all concerned. � Coordinates with Civil Aviation Control Tower regarding the allocation of bay to all

the arriving and departing flights. � Disseminates the information regarding allocated bay numbers of all PIA flights to all

concerned. � Timely dissemination of information such as; change of bay numbers, diverted flights

etc



3.28 Ramp Coordinator


Ramp Coordinator IV/III Deputy Station Manager (Ramp)


-----










Operational: � Collects his assigned duties from DSM (Ramp). � Co-ordinates with Engineering for on time parking of A/C on allocated bay. � Collects all data concerning load on the A/C. � Ensures proper maintenance of time sequence Performa of his assigned flights and all

information is passed to G.O.C. � Ensures timely availability of required manpower and equipment to ensure smooth

handling of arriving and departing flights. � Ensures timely removal of joining / transit baggage from the Terminal and maintains

constant flow till departure. � Monitors that all functions of related Sections/Departments are performed as per

schedule, if not, contacts them for necessary actions, and records on time sequence Performa in G.O.C.

� Ensures that coaches are positioned before boarding is announced. � In case of hardstand / remote bays, obtains boarding clearance in time and conveys to

G.O.C and Terminals.



� Obtains final figure from Departure Control and counter checks with Load Sheet.

� Arranges the quickest Off-loading of baggage in case of missing passenger to carry out the Baggage I.D. Drill.

� Resolves last minute problems on A/C departures. � Informs G.O.C when delay is imminent and takes required action. � Visits assigned flights and checks with Loading / Off-loading Supervisor for any

difficulty being faced, and takes immediate action to sort out the problem. � Ensures all traffic documents are aboard prior to departure. � Assigns staff in handling wheel chair / � Keeps himself available on radio (VHF) at all times. � Co-ordinates with I/C Transit Cell, regarding the connecting load of different flights

well in advance for planning of connecting baggage. � Confirms with Loading Supervisor regarding receipts of total transit baggage. � Maintains constant liaison with G.O.C / Terminals and DSM (Ramp) Loading / Off-

loading Supervisors.



3.29 Loading Supervisor/Staff


Loading Supervisor/Staff IV/III Deputy Station Manager (Ramp)


-----

A. JOB SPECIFICATIONS ::










Operational: � Positions himself for assigned duties in time i.e. 2 hrs minus departure time for wide

body aircraft and 1 hr minus departure time for narrow body aircraft. � Obtains passenger/ dead load for departing flight. � Physically checks the build up of cargo palettes/ULD’s which are to be loaded on

aircraft much prior to departure of flight to ensure that they are in proper shape and lashing.

� Coordinates with Cargo Section and TGS unit for positioning of cargo and equipment in aircraft according to procedural requirement.

� Coordinates with Head Loader for positioning of assigned loaders on aircrafts. � Obtains Loading Advice from Load Control under signature. � Marshals the ramp equipment which is to be positioned on the aircraft. � Ensures that the Loading Advice sequence to be strictly followed. � Load the Dangerous Goods at the correct location onboard the aircraft as per the

location specified in the Loading Advice/Load Plan. � Checks door locks, side locks, paneling, and serviceability of PDU s. In case of the un

serviceability, informs Ramp Coordinator of the flight.



� Ensures that loading of baggage / cargo is carried out exactly according to Advice Form. In case of last minute changes, inform the Ramp Coordinator of the flight.

� Ensures that all containers/palettes are loaded with destination tags � Ensures that doors of aircraft’s holds are properly closed. � Ensures that non-motorized/motorized equipment are immediately removed from the

aircrafts � Informs ULD Cell/staff regarding any damaged ULD s, dollies, trolleys. � Leaves his place of duty only when Aircraft is pushed back � Hands over the copy of Loading Advice Form to Load Control with amendment if any.

Ensures that non-motorized/motorized equipment are immediately removed from the aircrafts

� Informs ULD Cell/staff regarding any damaged ULD s, dollies, trolleys. � Leaves his place of duty only when Aircraft is pushed back � Hands over the copy of Loading Advice Form to Load Control with amendment if any. � Ensure that incase of any dangerous goods incident immediately evacuate and inform

the Emergency Resource Planning section or airport authorities � Ensure that safety procedure are being followed during loading process to avoid any

accident/incident � Promote safety awareness among operational staff



3.30 Un-Loading Supervisor/Staff


Un-Loading Supervisor/Staff IV/III Deputy Station Manager (Ramp)


-----










Operational: � Obtains load message of the assigned flight and studies the same to have an idea of

passengers/ cargo load and loading location. � For transit flights, obtains Offloading Advice from Load Control. � Checks ETA, bay number and type of aircraft and informs TGS for positioning of

equipment as per requirement. � Advises TGS regarding positioning of required number of dollies/ trolleys for off

loading. � Checks serviceability of locks and wheels of dollies/trolleys prior to offloading of

baggage/cargo. � Dispatches priority baggage to dispersal area immediately after offloading. � After, offloading is completed, physically checks that baggage and cargo is not left in

the aircraft hold.



� Makes sure that the aircraft is made clear of equipment attached to it except GPU. In case step is to be removed, informs Engineering and makes sure that door straps (belt safety) is engaged.

� Ensures that all offloaded cargo is dispatched to Cargo Import Cell. � Advises TGS/ULD office to remove all material and non-motorized equipment in case

aircraft is towed to the hanger or being removed from bay. � In case of any discrepancy observed, flashes message to concerned stations with copies

to concerned sections. � In case of any discrepancy observed, flashes message to concerned stations with copies

to concerned sections. � Ensure that incase of any dangerous goods incident immediately evacuate and inform

the Emergency Resource Planning section or airport authorities � Ensure that safety procedure are being followed during unloading process to avoid any

accident/incident � Promote safety awareness among operational staff



3.31 Passenger Guidance Officer/Staff


Passenger Guidance Officer/Staff III/IV/V Assistant Station Manager (Arrivals)


-----












Operational:

� Greeting & Guiding passengers towards the check-in counters. � Provide assistance to the families traveling with minors. � Proving accurate information to the passengers on the time of check-in about the

flight status � Time to time special assignments given by terminal/ shift station manager.



3.32 In charge Arrival Belt


In charge Arrival Belt V/VI Shift Station Manger


-----













Operational:

� Ensure accurate checking of arrival flights and respective passenger’s load. � Duty Allocation/Deployment of Officers/Staff in arrival area. � Coordinate with CAA & Ensure availability of conveyer belt at the time of arrivals of

flights. � Monitoring of arrival function to ensure cent per cent conformance to standard

operating procedures. � Ensure accurate segregation & forwarding of transit passengers Baggage according to

their respective flights. � Issuance of Property Irregularity Reports/ DPR. � Ensure timely announcements in case of delayed delivery of Baggage � Implementation of Management Instructions and issuance of Warning/Displeasure

letter for any non-conformance. � Incase of any eventuality same is to be reported to DSM(baggage Services) and MRS

immediately.



3.33 Head Baggage Attendants


Head Baggage Attendants III/IV Dy. Station Manager (Ramp)


-----


Educational Qualifications : � Matriculation � Intermediate FA/FSC will be preferred.




Skills / Special Requirements : � Computer literate

Professional Training / Courses: � Loading/Offloading course � Safety Awareness course � DGR Awareness course � Basic Ramp course



Operational:

� Ensures the deployment of staff for incoming/departing flights. � Monitoring of accurate loading/offloading of prime flights. � Ensure proper handling of passengers baggage at the time of loading/offloading. � Ensure accurate destination wise segregation of baggage. � Ensure safety procedures are being followed during loading & loading process and

loaders are equip with PPEs to avoid any injury/harm to staff/equipment � Aware staff on safety procedures and their importance



3.34 Baggage Attendant


Baggage Attendant I/II/III Head Baggage Attendant


-----


Educational Qualifications : � Middle pass

Work Experience : � NIL

Skills / Special Requirements : � Can speak/Read simple English

Professional Training / Courses: � Loading/Offloading course � Safety Awareness course � DGR Awareness course


Operational:

� Proper handling of passengers baggage at the time of loading/offloading. � Destination wise segregation of baggage. � Reporting of DGR incidents/accident to Loading supervisor.



3.35 Special Handling Officer/Staff


Special Handling Officer/Staff IV/V Shift Station Manager


-----












Operational:

� Proper handling of passengers Groups & Special Guests � Ensure accurate Baggage handling of B+ passengers. � Time to time special assignment given by Shift Station Manager. � . � Destination wise segregation of baggage. � Reporting of DGR incidents/accident to Loading supervisor.



3.36 Staff at Kerb Side Counter


Staff at Side Counter III/IV Terminal Manager


-----


Educational Qualifications : � 2nd class/B Grade Graduation from a








Operational:

� Check-in & Proper handling of Business Plus passengers Baggage. � Escort the Business Plus passengers up to departure lounge.



3.37 Staff at No Wait Counter


Staff at No Wait Counter III/IV Terminal Manager


-----


Educational Qualifications : � 2nd class/B Grade Graduation from a








Operational:

� Check-in the passengers without checked baggage � Regeneration of boarding passes for city checked in passengers. � Provide telephonic information to B+ passengers on flight status.



3.38 Ramp Safety Coordinator


Ramp Safety Coordinator VI GM (PHS)


----- Head Office

A. JOB SPECIFICATIONS:



Operational: � In coordination with GM (PHS), chalk out plan to carry out routine inspection of

loading/ unloading systems of aircraft (PIA Fleet). � Routine Inspection of Pallets/ nets/ LD3s on major international flights e.g. flights to

JFK, UK and European bound flights. � Coordination with stations as regards to SAFA inspections. � To ensure implementation of safety measures at ramp e.g. placement of cones etc. � Coordination with Engineering regarding any modifications being carried out in

aircraft with timely brief to GM (PHS). � Close coordination with Manager Training and PTC in order to conduct effective

training sessions on ramp safety. � Revision of SOPs, if required, in coordination with DQC section.









Professional Training / Courses: � Loading/Offloading course � Safety Awareness course � DGR Awareness course



� Surprise visits to major domestic stations in order to gauge capabilities of loading/ unloading supervisors and subsequent coordination with PTC for any training requirements.

� Supervision of on job training (OJT) on ramp safety for trainees of PTC. � Coordination with Engineers and TGS for any queries/ requirements regarding aircraft

and GSE. � Participation in daily morning briefing meeting GM PHS office. � Coordination with Corporate Safety and Quality assurance in order to ensure

implementation of safety procedures at ramp. � Arrangement of safety awareness sessions at major domestic airports.

job descriptions manual - pakistan international · pdf filea job analysis, which included...

Documents