Oversee Aviation, Rail, and Front of House Services in a fast-growing customer experience focused business.Ensure services exceed industry standards and customer expectations through innovative operational strategies.Lead the company’s Health and Safety strategy, implementing comprehensive risk management and proactive safety protocols to enhance workplace safety.Champion continuous improvement with a focus on tactical management and strategic planning.Navigate the complex operations of aviation and rail sectors, emphasising scalability and sustainability.Committed to lifelong learning and leadership development in operational strategy and safety management.

Portfolio and contracts include:Legal & General Investment Management - Front of House GX Service Operation Heathrow Airport - GX Service OperationLondon Luton Airport - GX Service OperationLuton DART - GX services and operationalmanagementIrish Rail - Network wide customertransformation programme

Mobilisation of Luton DART - GX services and operational management

Elysian Search Consulting is a Talent Sourcing Firm working within the Financial Services industry.My role was an interim position accountable for optimizing operational agility of business and building an employee engagement strategy. Outcomes included the communication of business strategy, designing policies, implementing efficient processes and standards, overseeing customer service and embedding technology solutions.Achieved 40% worth of savings (£270k per annum) by streamlining team activities.Improved employee and customer experience by utilising Net Promoter Scores (NPS) methodology. Created a structure and rhythm to daily operations to allow analysis of each team members contribution to business performance. Delivered an internal performance management structure that included recruitment, on-boarding and people development.

Accountable for developing and implementing improvements to Gatwick’s passenger services through process improvement or capital investment. Responsible for Gatwick’s Accessibility strategy and the stakeholder groups associated – local charity groups, Assisted Services Passenger Advisory Group and the Independent Gatwick Accessibility Panel.Developed and implemented a series of improvements to Gatwick’s passenger services through process improvement or capital investment. Customer sentiment measured through NPS.Created an accessibility strategy and improved the relationship with the key stakeholder groups associated – local charity groups, Assisted Services Passenger Advisory Group and the Independent Gatwick Accessibility Panel.Delivered exceptional immigration performance that included mandatory queue time compliance. This was credited as the best immigration experience by UK Border Force as well as the customer. (Measured through NPS)Led various incident responses including trauma management, providing complex problem-solving and strategic leadership during prolonged periods of operational disruption and crisis.Enhanced the capabilities through process improvement of Gatwick’s TravelCare charity to provide support for passengers in difficulty (human trafficking, mental health etc.)

Accountable for all passenger operations in the South Terminal excluding Security ensuring every passenger safely reaches their destination in the shortest time with the highest customer satisfaction. Leadership of 13 direct reports with a downstream reporting line of 40 terminal operations staff.Delivered an 80% reduction per annum in passenger and staff accidents within the Terminal areas by focusing on solutions to reduce accidents on Lifts, Escalators and Passenger Conveyors. Outputs were presented business wide due to unprecedented improvement to Health and Safety of staff and passengers. Collaborated with Network Rail (major stakeholder) to share knowledge and experience.Achieved a 10% increase in annual revenue of a retail outlet by creating a new Operations and Commercial relationship to enhance income through collaboration and innovation.Improved filtered water availability by 200% through sponsoring a project contributing to Gatwick’s sustainability accreditation. Passenger sentiment scores improved by 8% due to this project.Increased recycling rates by 10% per annum through creating a ‘Plastic Waste Reduction Working Group’ to improve staff engagement and develop awareness of the subject to increase recycling rates in staff and passenger areas.

Accountable for the 24 hour running of the airport security operation running providing Security expertise to the airport managing security and public disorder incidents which includes being Gatwick Airport Threat Assessor.Responsible for both strategic and day to day operational leadership of a team consisting of circa 500 members.Accountable for performance, recruitment, training and development. Risk management and contingency planning, regulatory compliancy, financial performance and budget planning for an operational budget of circa £1.5m per annum. Stakeholder relations and management, project planning and implementation. Development and implementation of the project Security Max (GEN II) – 3 years of development and proving work whilst running a live operation. Finished product utilizes the latest passenger screening technology, worlds first fully remote cabin baggage screening facility and a complete change to ways of working involving a full roster review to all security staff. The project won two national awards – Future Travel Experience, Best Airport Security Initiative and CIPD Best Change Programme AwardDevelopment of a new security occurrence reporting system to reduce incidents and focus on process improvement.Implementation of a new mystery shopper program to improve Gatwick’s customer service standards. Construction and management of a new patrol team to ensure compliance of key targets set by the Department for Transport regulatory body - key successes: 100% score on audit visits by CAA to date and a number of welfare improvements implemented via positive engagement with the work force.Building a stronger relationship with Union groups by creating a series of working groups that enabled a joint focus on key issues felt by our front line teams.Reduction in staff accidents within Security department (c1300 staff) – key success: zero sharp item injuries at bag search in first year implementation.

Responsible for the security of Gatwick Airport’s North Terminal and primary point of contact for operational and customer service issues. Developing and implementing new security procedures to meet operational requirements within security compliance requirements. Emergency contingency planning, overseeing security response and implementing operational contingencies. Responsible for up to 200 staff in all operational and human resource practices developing and implementing continuous improvements to the operation.Project to implement new technology in a new security area involving improvements to passenger way finding and speed of passenger processing through changes to training and ways of working.