Overview
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. They 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 airline targets while complying with all company and customer procedures, policies, and brand values. You will ensure safe, profitable, high-quality performance aligned with customer expectations, corporate objectives, strategy, and plans. Leadership and guidance will be provided to staff across a diverse workforce.
This role entails overseeing the day-to-day operational excellence of the Swissport teams across the station, benchmarked against Swissport Leadership Competencies such as Leading and Facilitating Change, Applying Commercial Acumen, Coaching and Developing Others, Making Decisions, Managing Performance for Success, and Executing and Getting Results.
Responsibilities
1. Safety Leadership
* Ensure all employees comply with company rules, procedures, and health and safety guidelines.
* Implement and monitor local emergency plans.
* Use active supervision to influence employee behavior and improve culture.
1. P&L Management
* Meet labor-to-revenue targets.
* Maximize profits and maintain effective cost control.
* Manage station attendance and absenteeism in line with cost measures.
2. Leadership and Stakeholder Management
* Establish strong leadership with supervisory staff and promote a positive work environment.
* Manage projects and change initiatives.
* Participate in internal and external meetings.
* Resolve conflicts and irregularities appropriately.
* Build relationships with trade union and employee representatives.
3. Quality Focus, Service Delivery, and Operational Efficiency
* Plan resources effectively (manpower, equipment).
* Coordinate operations to ensure high standards.
* Monitor KPIs related to airside activities.
4. Business Growth and Strategy
* Identify and act on opportunities to maximize business potential.
* Challenge operational status quo to improve performance and growth.
* Develop customer relationships and ensure new business aligns with P&L objectives.
5. Relationship Building
* Build trust within the business, especially with department peers and support functions.
* Identify and develop future leaders.
* Encourage team members to develop business acumen.
* Maintain effective relationships with customers, trade unions, and authorities.
* Drive a customer-centric culture and embed customer knowledge across teams.
6. Additional Skills and Attributes
* Communicate clearly and build positive, trusting relationships.
* Be open to different opinions and foster collaboration.
* Promote agility, flexibility, and continuous improvement.
* Maintain high personal and professional integrity.
* Possess excellent organizational skills and attention to detail.
* Have a minimum of 3 years' experience with significant P&L accountability and leading large teams.
* Be fluent in spoken and written English.
The list is not exhaustive and may vary depending on location and customer requirements.
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