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This role is responsible for directing and coordinating airport functions and overseeing daily operations at LHR airport which currently has 24 flights per day. This role will be permanent and full-time.

This key leadership role is responsible for representing American Airlines at Heathrow and reports to the Baggage operations manager Heathrow. The role supports and develops teams in delivering safe, reliable world class airport experiences to American Airlines customers. The role is responsible for managing airport operational performance, supervising an outsourced team and making key tactical and operational decisions.

Safety & Compliance

• Maintain and promote a positive workplace health and safety culture
• Ensure compliance with all American Airlines workplace health & safety programs, policies and procedures
• Responsible for overall airport performance and work directly with Area General Manager and regional leadership to deliver key operational performance metrics
• Responsible for ensuring safety compliance and to develop initiatives to drive safety performance
• Ensure all staff and vendor agents are correctly trained & updated in accordance with policy & procedures
• Conduct employee and agent briefings for daily operation and all safety, compliance & procedural updates
• Coordinate & lead all internal and external station compliance audits
• Represent American Airlines with authorities and contractors on a day to day operational basis
• Lead all local teams and resolve queries and operational matters
• Conduct Risk Assessments as and when required along with safe systems of work
• Lead investigations as required to resolve safety, security or other operational matters
• Attend various management and regional meetings when required
• Complete safety observations to identify positive and corrective safety actions
• Manage Emergency Procedures Exercise each quarter

Leading & Managing Teams

• Responsible for managing all airport functions including oversight of vendor agents
• Lead and direct vendor agents to handle day to day airport operations and deliver service excellence
• Provide leadership and support to and direct vendor agents to manage Irregular Operations
• Ensure compliance with all American Airlines policies, procedures and processes
• Ensure compliance of corporate standards and internal and external compliance audits
• Investigate, follow up and resolve customer service issues
• Propose initiatives to support continuous improvement and service differentiation
• Facilitate ad-hoc projects as and when required.

Training & Development

• Monitor training compliance of all vendor agents
• Identify and coordinate recurrent and future training needs to achieve station compliance
• Ensure 100 compliance with required lessons is achieved across the station

Technical

• Provide support to the team to ensure efficiency daily operations
• Resolve escalated service, operational and technical issues
• Manage all Irregular Operations providing leadership, guidance and direction to vendor agents
• Collaborate with other departments and key stakeholders to achieve efficiency
• Undertake project work as and when required

Other

• Attend and represent American Airlines at relevant meeting forums
• Attend and represent LHR airport on all meeting and conference calls
• Work with Baggage operations Manager to provide input into the local airport business plans.
• Represent LHR GM when necessary.

Essential

• Strong interpersonal skills
• Strong leadership and people management skills
• Experience of working in an airport environment
• Ability to prioritize a demanding workload amongst competing demands
• Excellent time management skills and the ability to multi-task effectively
• Ability to use own initiative and work independently
• Excellent written, verbal and listening communication skills in both, local and English language
• Ability to work both as part of a small team and as an individual contributor
• Good project management skills
• Ability to motivate and lead the team and contractors
• Ability to effectively manage and resolve workplace conflict
• Confident, assertive and self-motivated
• Ability to maintain confidentiality and be respectful of opposing views and opinions
• Ability to hold and maintain airside security pass
• Excellent IT skills in all areas of Customer Service
• Good PC skills including Microsoft Word, Excel and PowerPoint
• A good breadth of airline knowledge
• Driver license

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.