The Manager, Baggage Operations is responsible for leading and overseeing baggage performance at London Heathrow (LHR), including baggage make-up, transfer baggage operations, baggage reporting, and process optimization. This role leads operational leaders and cross-functional teams while driving performance improvements, operational excellence, and strategic partnerships with vendors, airport stakeholders, and Joint Business partners. The position plays a critical role in ensuring station baggage performance goals are achieved and exceeded through effective leadership, data analysis, process enhancement, and operational accountability. What you'll do As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
Leadership & People Management
- Lead, coach, develop, and support a team of operational leaders responsible for baggage operations.
- Conduct performance management activities, including coaching, counseling, performance reviews, and development planning.
- Foster a culture of accountability, safety, collaboration, and continuous improvement.
- Build and maintain effective working relationships across departments, vendors, and business partners.
Operational Excellence
- Own and drive overall baggage performance at Heathrow, ensuring station goals and key performance indicators are met or exceeded.
- Evaluate, recommend, and implement operational and process improvements to enhance baggage handling efficiency and effectiveness.
- Monitor baggage performance trends and proactively identify opportunities to mitigate failures and improve customer outcomes.
- Lead station-wide initiatives focused on baggage operational excellence and performance improvement.
Data Analysis & Reporting
- Analyze operational data from multiple sources to identify trends, risks, and opportunities.
- Oversee daily, weekly, monthly, and historical baggage performance reporting, including Mishandled Baggage Reports (MBRs).
- Develop actionable recommendations based on performance metrics and operational insights.
- Communicate performance updates and operational priorities to leadership and stakeholders.
Partnership & Stakeholder Management
- Manage relationships with airport service providers, vendors, and operational partners to achieve baggage performance targets.
- Strengthen collaboration with alliance and Atlantic Joint Business partners to improve end-to-end baggage performance and customer experience.
- Lead cross-functional baggage performance teams consisting of internal and external stakeholders.
- Ensure effective communication channels exist among all parties involved in baggage operations.
Technology & Program Management
- Lead the oversight, implementation, and development of baggage-related technologies, systems, and operational tools.
- Partner with stakeholders to identify opportunities for innovation and continuous improvement.
- Support testing, implementation, and adoption of operational enhancements and new technology solutions.
Qualifications
- Bachelor's degree in Business, Aviation Management, Operations Management, or a related field, or equivalent combination of education, training, and experience.
- Experience in airport operations, baggage operations, airline operations, or a related aviation field.
- Prior leadership experience managing teams and operational performance.
- Strong analytical and problem-solving skills with the ability to interpret operational data and drive results.
- Proficiency with Microsoft Office Suite, including advanced Excel capabilities.
- Ability to work flexible schedules, including weekends, holidays, and peak operational periods.
- Ability to obtain and maintain a valid Heathrow Airport Limited (HAL) Airside Pass.
- Completion of GSAT training or willingness to complete required training.
Preferred Qualifications
- Extensive knowledge of airport baggage operations, baggage transfer processes, and baggage handling systems.
- Experience managing third-party vendors and operational service providers.
- Proven experience driving operational improvements within an airline or airport environment.
- Strong presentation and communication skills with the ability to influence stakeholders at multiple levels.
- Experience managing cross-functional teams and strategic partnerships.
Skills & Competencies
- Strong leadership and team development capabilities
- Strategic thinking and operational planning
- Data analysis and performance management
- Process improvement and continuous improvement methodologies
- Customer-focused decision making
- Effective communication and relationship building
- Change management and adaptability
- Ability to perform under pressure in a fast-paced operational environment
- Time management, prioritization, and multitasking
- Conflict resolution and employee relations skills
- Sound judgment and decision-making ability
- High degree of professionalism and confidentiality
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