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. This role is responsible for all daily operations and operational delivery at the airport.
Day-to-day, you will motivate and engage staff to ensure the 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, and strategies. Providing leadership and guidance to staff across a diverse workforce is essential.
This role oversees the operational excellence of 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
* Safety Leadership: Ensure employee compliance with company rules, health and safety guidelines, and emergency procedures. Use active supervision to influence behavior and improve culture.
* P&L Management: Meet labor-to-revenue targets, maximize profits, control costs, and manage attendance and absenteeism.
* Leadership and Stakeholder Management: Establish strong leadership with supervisory staff, manage teams and processes, participate in internal and external meetings, resolve conflicts, and build relationships with trade union representatives.
* Quality, Service Delivery, and Operational Efficiency: Plan resources effectively, coordinate operations, monitor KPIs, and maintain policies and procedures.
* Business Growth and Strategy: Identify opportunities, challenge the status quo, develop customer relationships, and support commercial alignment with P&L objectives.
* Relationship Building: Build trust within the business, develop future leaders, foster a customer-centric culture, and maintain effective relationships with customers, unions, and authorities.
Qualifications
* Strong communication skills and ability to build positive relationships.
* Open-minded and collaborative approach.
* Flexible, adaptable, and proactive in continuous improvement.
* High integrity, organizational skills, and attention to detail.
* Minimum 3 years of experience with significant P&L responsibility and leading large teams.
* Fluent in spoken and written English.
The role may vary depending on location and local requirements.
Essential Skills
* Adaptability to change.
* Leadership by example.
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