Rao Usman

Airline Operations Leader with 20+ years of progressive experience in passenger handling, ground and ramp airport operations, and regulatory compliance across international and Canadian aviation environments, including direct experience managing operations at Toronto Pearson International Airport (YYZ). Skilled in leading cross-functional and multi-agency teams, coordinating with airport authorities, GTAA, and government agencies, and ensuring compliance with Canadian and international aviation regulations. Proven track record of managing operational disruptions, driving process improvements, and delivering safe, secure, and efficient airport operations.

Acting Manager, Passenger Handling Services - Pakistan International Airlines (PIA) — Pakistan - Pakistan

(2022-05 - 2025-09)

• Managed daily international and domestic flight operations, ensuring safe, efficient, and on-time performance.
• Supervised front-line teams and collaborated with airport security, customs, immigration, and law enforcement agencies to support aviation security procedures and secure movement of passengers, baggage, and aircraft.
• Oversaw operational compliance with airline policies, aviation safety standards, and regulatory requirements in a high-volume airport environment.

Assistant Manager, Passenger Handling Services - Pakistan International Airlines (PIA) — Pakistan - Pakistan

(2018-07 - 2022-05)

• Oversaw daily operations at two major international airports, managing teams of 50+ staff in passenger handling and operational support functions.
• Streamlined passenger check-in processes, reducing waiting times by 30% and improving operational efficiency.
• Coordinated closely with flight operations and airport authorities to improve on-time performance and maintain regulatory compliance.

Manager, Commercial & Operations - Pakistan International Airlines (PIA) — Toronto, Canada (YYZ) - Toronto, Canada (YYZ)

(2017-02 - 2018-06)

• Managed day-to-day flight operations at Toronto Pearson International Airport (YYZ), including staff supervision, passenger handling, and customer service delivery, including ticketing and reservation issues.
• Trained and mentored front-line staff to maintain high customer service standards and increase repeat business.
• Ensured compliance with airline policies, audit requirements, GTAA regulations, and Canadian Air Safety SOPs.
• Resolved escalated operational issues including flight disruptions, fare discrepancies, and passenger service recovery, while meeting revenue-generation targets.

Special Services Officer to CEO & Board of Directors - Pakistan International Airlines (PIA) — Pakistan - Pakistan

(2014-12 - 2017-01)

• Served as liaison between executive leadership, airport authorities, and operational teams; led special projects and supervised a team of 15 staff members.
• Coordinated with government agencies and internal departments to support operational planning, regulatory compliance, and organizational initiatives.

Duty Terminal Manager - Pakistan International Airlines (PIA) — Pakistan - Pakistan

(2009-07 - 2014-12)

• Led a team of 50+ staff, ensuring timely arrival and departure of all scheduled, diverted, and cancelled flights; managed denied boarding and misconnection passengers.
• Resolved escalated customer issues including fare discrepancies, cancellations, and flight changes; implemented training programs and process improvements.
• Monitored operational performance and service trends, implementing improvements to enhance productivity, service quality, and efficiency.

Turnaround Coordinator / Ramp & Terminal Operations Manager - Pakistan International Airlines — Jeddah International Airport, Saudi Arabia - Jeddah International Airport, Saudi Arabia

(2007-07 - 2009-05)

• Supervised daily terminal operations at a high-volume airport, ensuring safe, secure, and efficient passenger processing.
• Coordinated with ground handlers, ramp operations, airport authorities, customs, immigration, and security agencies to support seamless terminal operations and regulatory compliance.

Ramp & Ground Handling Supervisor — PIA - Pakistan International Airlines — Pakistan - Pakistan

(2004-12 - 2007-07)

Flight Supervisor / OCC Coordinator — PIA - Pakistan International Airlines — Pakistan - Pakistan

(2000-04 - 2004-11)

Loading, Unloading & Ramp Operations Supervisor — PIA - Pakistan International Airlines — Pakistan - Pakistan

(1998-08 - 2000-03)

Check-In & Gate Agent — PIA - Pakistan International Airlines — Pakistan - Pakistan

(1997-04 - 1998-08)

Progressed through front-line and supervisory roles in ramp, ground handling, check-in, gate, and flight operations coordination, building a strong foundation in airport operations and regulatory compliance.

Post-Graduate Degree - University of the Punjab, Pakistan

Bachelor of Science - University of Karachi, Pakistan