Terminal Business Baggage Operations Manager

2 weeks ago

London, Greater London, United Kingdom Heathrow Airport Full time £45,000 - £80,000 per year
Description

The Terminal Baggage Business Manager leads process development, continuous improvement initiatives, and peak-period planning to achieve corporate baggage performance targets in collaboration with airlines and handlers. You'll lead operational delivery of Heathrow's baggage KPIs, drive continuous improvement, and build strong relationships with airlines, handlers, and partners.

Responsibilities
  • Deliver Baggage Performance: Lead delivery of Heathrow's baggage KPIs (e.g., Misconnect Rate, Loaded Bag, Arrivals Delivery, Short Connect Transfers) and drive operational excellence. 
  • Continuous Improvement: Identify and implement opportunities to enhance transfer performance, share best practices, and foster a data-driven culture of continuous improvement. 
  • Stakeholder Engagement: Build strong relationships with airlines, handlers, suppliers, and HAL teams; influence performance through insights and chair key governance forums. 
  • Infrastructure & Projects: Sponsor business cases, provide operational input for SOP changes, and support delivery of baggage-related projects and minor works. 
  • Safety & Compliance: Champion safety culture, ensure compliance with health and safety policies, and maintain a safe operating environment through proactive incident management. 
  • Leadership: Lead and develop a team of shift-based managers and supplier workforce, ensuring consistency, collaboration, and focus on health, safety, and well-being
Qualifications
  • Appropriate leadership experience within a relevant operational or airport baggage environment. 
  • Proven ability to develop strong customer relationships and demonstrate effective influencing skills. 
  • Excellent interpersonal skills with proven ability to negotiate, influence, and lead teams. 
  • Sound analytical skills, including the ability to interpret and present statistical and qualitative data, identify trends, and communicate insights clearly.
  • Full UK driving licence [desirable]

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