Duty Supervisor - BOM

Role overview

Join Etihad Airways in a frontline airport operations role at Mumbai Metropolitan Region. This position is responsible for directing and supervising day-to-day station activity, coordinating with internal teams and service partners, and making sure operational, customer, financial, safety, and security targets are met in line with company, regulatory, and local authority standards.

What you will do

• Manage passenger and aircraft handling activities on shift, making sure arrival and departure processes, brand expectations, company procedures, and regulatory checks are followed.
• Monitor and improve safety and security results during the shift by identifying hazards, tracking compliance, and completing reporting requirements.
• Coordinate special service needs and flight-related changes, including VIP/MAAS, PRM, and other special-category guests, through assessment and planning.
• Work closely with Guest Control, Network Control, and SOC to handle disruptions, recover operations, and protect service quality and operational continuity.
• Carry out, practice, and maintain emergency response, disruption management, diversion and delay handling, and business continuity plans for the station.
• Support on-time performance through coordination, issue mitigation, accurate delay reporting, and proper follow-up.
• Help drive airport ancillary sales through promotion, process oversight, compliance checks, and target tracking.
• Track and report customer service performance, including results against key performance indicators.
• Ensure required arrival/departure documents and reports are completed according to local authority rules.
• Make operational decisions on shift to reduce safety and security risks by assessing conditions, hazards, and threats at station level.
• Record and escalate safety and security incidents and hazards in accordance with company procedures and local regulations.

What we are looking for

• A degree is preferred, though an A-level or baccalaureate-equivalent qualification, or relevant industry experience, may also be considered.
• Strong frontline service delivery exposure and solid communication ability are important for this role.
• Prior supervisory experience in a fast-paced, multicultural shift environment is required.
• At least 5 to 7 years of experience in service, hospitality, airline, or retail is needed, along with practical familiarity with aviation, travel, or airport processes.
• The ideal candidate should be mature, highly communicative, comfortable leading teams, and strongly committed to delivering service.
• You must be able to balance guest service priorities with business needs while maintaining the highest standards of safety and security.

About Etihad Airways

Etihad Airways is a global airline brand that connects people and places through an expanding network, modern fleet growth, and a service-led approach to aviation. The organization is pursuing its Journey 2030 vision to scale operations and develop its people for the future of flying.

Recruitment fraud notice

Be alert to fake job offers from individuals or organizations falsely claiming to represent the Etihad group. The company does not request money, bank details, or personal information as part of recruitment. Interviews are conducted in person or through video or telephone before any formal offer is issued. Any request for payment should be treated as fraudulent.