Description The Operational Lead is responsible for supporting the operational and management teams in maintaining and improving the Landside area and reports directly to the designated Transport Service Manager. The role does not have any direct line reports but, will be expected to directly support HAL teams, traffic officials, business partners and third party suppliers to ensure a coordinated response is achieved and maintained against the Heathrow priorities. The role supports the smooth running of the Service’s Transport Logistics team, providing a great experience for all our customers and stakeholders. Its about support the end to end journey and the Transport Logistics team are the start point or the end point of all of these journeys. Click here to view full job description HAL_E_Landside Operational Lead.docx Responsibilities Project & Office Administration Maintain and develop office systems, including data management and filing structures. Produce documents, prepare reports and support the creation of presentations. Manage and support internal and external correspondence. Work collaboratively with internal teams and external professionals as required. Learn and operate systems such as: CMO (Streetworks) MAID IDG Parking Application System Contract Administration Support the management of operational and financial performance across contracts. Reduce financial risk through effective oversight and coordination. Drive continuous improvement in third‑party Service Level Agreement (SLA) performance. Operational Leadership Actively support operational teams during: Contingency situations Incident response Peak operational periods Disruptive events Ad hoc, non‑BAU activities Participate in the Heathrow‑wide Command and Control structure on a rotational on‑call basis. Ensure smooth landside operations with proactive monitoring and response planning. Customer Service & Stakeholder Engagement Provide accurate, timely information to meet passenger and stakeholder needs. Work closely with third parties and business partners to ensure aligned operations and information sharing. Monitor, manage, and optimise flows in and out of the airport. Anticipate operational deviations and implement corrective actions to protect service levels. Health, Safety & Compliance Ensure full compliance with Heathrow’s Health, Safety and Fire regulatory frameworks. Support the management of landside incidents via Airsweb Eco Online. Assist in incident investigation, data entry, reconciliation and closure of events. Promote a safe working environment for all colleagues, partners and third‑party suppliers Qualifications Passion for building strong, positive relationships with team members, business partners and third‑party suppliers. Demonstrable confidence, capability and resilience when responding to operational demands. Strong time‑management skills with the ability to balance conflicting priorities in a fast‑paced operational environment. Evidence of contributing to and delivering continuous improvement initiatives. Ability to work effectively within a heavily regulated and process‑driven environment, or the capability to adapt to such conditions Risk Assessments Experience and knowledge with Airport Gateway