Airport Team Manager - Customer Services - Heathrow Airport

Customer Services Airport Team Manager

Location: Heathrow Airport

The Airport Team Manager is a key operational leadership position within Swissport UK&I Station Structures reporting to the Swissport Station Manager or Head of Department and will be responsible for all daily operations and operational delivery at the airport.

Day to day you will be responsible for motivating and engaging staff to ensure delivery of customer airlines targets while complying with all company and customer procedures, policies and brand values. You will be responsible for ensuring safe, profitable, high quality performance in accordance with customer expectations, corporate objectives, strategy and plans. You will be responsible for providing leadership and guidance to staff across a diverse workforce.

In this role you will be responsible for the day to day operational excellence of the Swissport Team’s across the station, and will be benchmarked against the Swissport Leadership Competencies of Leading and Facilitating Change, Applying Commercial Acumen, Coaching and Developing Others, Making Decisions, Managing Performance for Success and Executing and Getting Results.

Responsibilities

Safety Leader

• Assures all employees comply with company rules and procedures and other authority requirements like Health and Safety guidelines
• To ensure that all people management practices, procedures and processes are implemented consistently across the station Implements and monitors the local emergency plan
• Use active supervision to influence employee behaviour and improve culture.

P&L Management

• Ensure labour to revenue targets are met as per station requirements.
• Able to maximise profits and maintain effective cost control.
• Manage stations attendance and absenteeism in line with station cost control measures.

Leadership and Stakeholder Management

• Establish strong leadership with supervisory staff through excellent communication skills and by ensuring a positive work environment
• Skills in project management and change management experience.
• Management of teams and people management processes.
• Participate in meetings internally and externally as may be required
• Solves conflicts/irregularities and takes appropriate action
• Relationship building with Trade Union Representatives or employee representative.

Quality Focus, Service Delivery and Operational Efficiency

• Efficient Resource Planning (manpower, equipment) in collaboration with the planning department.
• To manage/co-ordinate operations with station management teams to ensure required resources are available in order to deliver consistently high standards
• Monitor and control performance KPIs related with Airside Activities. Ensure that administrative and control policies and procedures are maintained

Business Growth and Strategy

• Is expected to demonstrate an entrepreneurial approach to identifying and acting on opportunities and challenges to maximize the full business potential in the market.
• Challenging the operational status quo to support improved business performance and growth.
• Responsibility to develop and enhance the customer relationship at an operational level as well as ensure that any new business/ renewal is commercially aligned and supports delivery of the stations P+L objectives.

Relationship Builder

• Successfully build relationships and complete trust within the business, with particular emphasis on the Head of Department peer group and Business unit Heads, plus relevant central support functions (eg, Finance, HR and QHSE)
• Able to identify and develop future team leaders for the businesss.
• Encourage employees to work and develop their own business acumen to maximise their own organisational objectives.
• Maintain close and effective business relationships with customers, trade unions and various control authorities such as Airport Management, and other regulatory bodies.
• Drive a customer centric culture through your teams, creating an environment that focuses on understanding our customers\’ needs and their changing business priorities to continually seek to create value and become a true partner of choice.
• Embed customer knowledge and product information across the airport teams.

Qualifications

• Can communicate clearly with your people to help them understand Swissport UK&I direction and be able to build positive and trusting relationships
• Be able to build positive and trusting relationships.
• Be open to different opinions and seek a collaborative approach.
• Embrace an ideas culture to enable teams to create an agile edge.
• Promote flexibility, adaptability and agility in order to enable contingency time.
• Demonstrate a sense of urgency and the desire to improve the delivery of services and a commitment to continuous improvement.
• Personal and professional integrity of the highest order
• Excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment.
• Excellent working knowledge of business management principles and practices financial concepts, and key drivers of profitability and operational performance delivery.
• A minimum of 3 years’ experience with significant P&L accountability and leadership of large teams
• Fluent spoken and written English.

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Essential Skills

• You will have the ability to accept and embrace change as a constant and unpredictable feature of your working environment.
• Be a leader who sets the tone and leads by example.