Baggage Improvement Specialist, London LHR

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Why you'll love this job:

• The job is a member of the Baggage Operations within the LHR Operations Division.
• The role is responsible for supporting the optimization process of various baggage tracking tools and systems for the use of Baggage, Ramp, Customer Services, Flight Operations and Security colleagues.
• The role allows working closely with colleagues, partner airlines and other stakeholders to identify and address any baggage related challenges and opportunities.
• It complies LHR and Regional/System-wide baggage metric performance reports for the Baggage Operations Manager, identifying and analyzing baggage mishandling trends and making recommendations for improvements.

What you'll do:

• Utilize various baggage tracking tools such as Merlin, Prime, Ultra/BRS & Vibes.
• Proactively investigate and resolve bag issues and baggage reconciliation failures.
• Participate in baggage meetings on operational issues, baggage performance, baggage problem resolution, baggage delivery performance, etc.
• Generate reports and analyze data on airport performance for multiple users within the organization.
• Prepare and give presentations to many groups, including senior management.
• Work closely with the American Airlines Hubs, oneworld Carriers, partner airlines and other stakeholders to improve the overall customer experience – focus on baggage.
• Work together with the Training Instructors to develop the best training package for new hires & refreshers.
• Investigate any processes that impact the baggage performance (not limited to LHR Baggage).
• Carry out any other reasonable duties consistent with the post.

All you'll need for success:

• Be able to proactively identify and act upon changing needs of the baggage teams.
• Show adaptability and have a willingness and desire to drive change.
• Have confidence, ability to build credibility and working relationships.
• The ability to work in a pressurized environment with minimum supervision.
• Have a reliable and flexible approach to working hours (weekends, bank holidays, early and late start and finish times).
• Excellent interpersonal skills for dealing with internal and external stakeholders.
• The ability to influence decision making.
• The ability to work using own initiative and demonstrate a solution orientated approach.
• The ability to work as part of a small team or on your own.
• The ability to organize, track, and complete projects of sometimes considerable complexity.
• Strong communication skills (written, listening and verbal).
• Strong customer focus.
• Intermediate computer skills (Word and Outlook).
• Strong working knowledge of SABRE/Qik RES.
• Strong working knowledge of Vibes, Merlin and other baggage tracking software.
• Ability to multi-task and prioritize demanding and conflicting workloads.
• Ability to learn quickly and absorb new information.
• Ability to travel to other international locations if and when required.

Preferred Qualifications:

• Hold a valid BAA airside pass or have the ability to obtain one.
• Completed GSAT training or have the willingness to do so.
• Previous knowledge of Heathrow airport and ramp/baggage operations.
• Basic knowledge of Health & Safety Regulations.
• Hold both a valid EU and HAL airside driving license or have the willingness to obtain them.
• Knowledge of Company’s policies and procedures or willingness to learn.

Feel free to be yourself at American. From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey?