Duty Manager ( DM)

Candidates with relevant aviation training and certifications will receive preference, including:

• Ground Hospitality / Airline SOP Training

• Airport Handling Procedures (AHP)

• INK DCS

• General Security Awareness Training (GSAT)

• CAAB Security Pass

• Dangerous Goods Regulations (DGR)

• Aviation Security Training

Job Purpose

The Duty Manager will oversee and coordinate daily airport operations at Hazrat Shahjalal International Airport (HSIA), ensuring safe, secure, efficient, and customer-oriented handling of all assigned flights.

The role will serve as the key operational representative during designated shifts, coordinating with airline management, ground handling teams, airport authorities, immigration, customs, security, and other stakeholders to ensure smooth flight operations and compliance with applicable airline and regulatory standards.

Key Responsibilities

Flight Operations

• Supervise assigned airline operations from check-in opening through flight departure.

• Ensure all activities comply with airline SOPs, procedures, and airport regulations.

• Monitor passenger processing, boarding, baggage, ramp activities, and flight departure procedures.

• Coordinate between operational teams to prevent or minimize delays.

• Track flight milestones and promptly escalate potential or actual operational issues.

• Manage coordination during delays, cancellations, diversions, and other irregular operations.

Staff Management

• Supervise Duty Officers, Supervisors, and operational personnel during assigned shifts.

• Allocate manpower based on flight schedules and operational requirements.

• Monitor staff attendance, discipline, grooming, and compliance with company standards.

• Conduct shift briefings and communicate operational instructions clearly.

• Evaluate staff performance and report major performance or disciplinary issues to management.

• Ensure effective shift handover and communication between teams.

Passenger Services

• Ensure smooth, professional, and efficient passenger handling.

• Monitor check-in, boarding, transfer, arrival, and special assistance services.

• Ensure appropriate handling of VIP/CIP passengers, PRM passengers, unaccompanied minors, deportees, inadmissible passengers, and other special categories.

• Resolve passenger complaints and operational concerns promptly.

• Escalate serious passenger-related matters to the relevant Airport Manager.

Baggage Operations

• Monitor baggage acceptance, loading, unloading, delivery, and reconciliation.

• Ensure proper reporting and handling of delayed, damaged, missing, or mishandled baggage.

• Coordinate Rush Tag baggage delivery and necessary follow-up.

• Ensure baggage discrepancies are properly documented and addressed.

• Coordinate baggage tracing activities and passenger communication.

Ramp & Aircraft Handling

• Maintain close coordination with ramp and aircraft handling teams.

• Monitor aircraft turnaround activities and operational milestones.

• Coordinate aircraft arrival, turnaround, boarding, loading, and departure activities.

• Immediately report and escalate ramp safety or operational concerns.

• Ensure compliance with airside safety, security, and airport regulations.

Safety, Security & Compliance

• Ensure employees follow HSIA/CAAB and other applicable safety and security requirements.

• Promptly report accidents, incidents, near misses, security concerns, and operational irregularities.

• Ensure staff maintain valid airport passes and required documentation.

• Encourage and maintain a strong safety-focused work environment.

• Support airport authorities and regulatory bodies during inspections and investigations.

Communication & Coordination

• Maintain regular communication with the Airlines Airport Manager/APM and airline representatives.

• Coordinate with CAAB, HSIA Operations, immigration, customs, airport security, Biman/ground handling teams, and other stakeholders as required.

• Communicate critical operational information to management without delay.

• Follow authorized communication channels and established protocols.

• Ensure proper documentation and shift handover of important operational matters.

Reports & Documentation

• Prepare and submit daily operational reports as required.

• Accurately document flight delays, incidents, baggage issues, passenger concerns, manpower shortages, and operational disruptions.

• Maintain shift records, operational logs, and relevant documentation.

• Review reports prepared by Duty Officers and Supervisors where necessary.

• Keep operational documents properly organized for audits and management review.

Irregular Operations & Emergency Management

• Take immediate action during delays, cancellations, medical emergencies, security incidents, baggage disruptions, system failures, and other irregular situations.

• Coordinate effectively with all relevant stakeholders during emergencies.

• Keep the Airport Manager/APM and management updated on significant developments.

• Ensure passenger welfare and appropriate support during operational disruptions.

• Prepare detailed incident reports following major events.

• Track and communicate necessary corrective and follow-up actions.

Authority & Accountability

• Direct and allocate operational manpower during assigned shifts.

• Coordinate with relevant departments to maintain smooth flight operations.

• Escalate safety, security, passenger, staffing, and operational issues to the appropriate management level.

• Take necessary operational decisions within approved SOPs during irregular situations.

• Remain accountable for the overall operational performance of the assigned shift and compliance with airline, Galaxy Bangladesh, CAAB, and HSIA requirements.

Key Performance Areas

• Safe and efficient flight handling

• On-time operational performance

• Compliance with airport SOPs and regulations

• Passenger service quality

• Effective manpower utilization

• Baggage handling efficiency

• Incident and irregular-operation management

• Accurate and timely reporting

• Staff discipline and operational readiness

• Effective communication with airline and airport stakeholders

• Customer satisfaction and complaint resolution

Working Conditions

• The position involves rotational shifts, including nights, weekends, and public holidays.

• The role is primarily based at HSIA, covering both landside and airside operational areas.

• Frequent coordination is required with airline, airport, government, security, and ground-handling stakeholders.

• The Duty Manager must remain operationally available throughout the assigned shift.

Confidentiality & Professional Conduct

• Maintain strict confidentiality regarding passenger information, operational data, company documents, incidents, commercial information, and other sensitive matters.

• Perform all responsibilities professionally while following airline and Galaxy Bangladesh policies, procedures, safety standards, and applicable aviation regulations in Bangladesh.