Description The Baggage Services Manager is responsible for overseeing the end-to-end delivery of baggage performance across the Heathrow campus during operational hours. This role plays a critical part in ensuring a safe, efficient, and customer-focused baggage operation by leveraging data insights to influence performance across airlines, ground handlers, and third-party providers. Whilst the main duties include monitoring operational performance metrics, engaging senior stakeholders, ensuring compliance with safety and security policies, and driving continuous improvement; the role also involves contingency planning, risk management, and implementing strategic initiatives to enhance the overall baggage product and passenger experience. Please note this is a shift based role: Successful candidate will be required to commit to the following : Shift Pattern: Working Schedule: 4 days on, 4 days off Shift Times: Earliest start at 05:00, latest finish at 22:30 Weekly Hours: 40 hours per week Assessments for this position will be held on the 3rd, 4th and 5th November. All shortlisted applicants will be contacted in the week commencing 20th October to discuss next steps. Responsibilities Oversee baggage performance across the Heathrow campus during operational hours, ensuring safe and efficient delivery. Utilise operational data to identify trends and drive improvements across airlines, ground handlers, and third-party providers. Ensure the baggage product supports a seamless and positive passenger experience. Monitor and report on key performance indicators to assess and enhance baggage service delivery. Collaborate with senior stakeholders to align on performance goals, service expectations, and improvement initiatives. Ensure adherence to safety, security, and regulatory policies across all baggage operations. Lead contingency planning and risk mitigation strategies to maintain operational resilience. Qualifications Proven experience managing operational performance in a fast-paced, complex environment. Strong understanding of baggage operations within an airport or aviation setting. Ability to interpret and utilise data to drive performance improvements. Demonstrated experience in stakeholder engagement at a senior level. Knowledge of safety and security compliance within operational environments. Experience in contingency planning and risk management. Strong communication and decision-making skills under pressure. Desirable: Experience working with third-party service providers in an aviation or logistics context. Familiarity with Heathrow’s operational systems and performance metrics. Exposure to continuous improvement methodologies (e.g., Lean, Six Sigma). Experience in leading cross-functional teams or projects.