Deb Mclaughlin Email & Phone Number

Crawley, Gb

Crawley, Gb

Gatwick Airport

• Excelling in developing client relationships, serving as the senior point of contact for the client, stakeholders and support functions• Possessing a comprehensive knowledge of client’s requirements and providing solutions to meet their needs• Driving strategic planning and change that evolves alongside our clients’ and wider company strategy• Utilising a wealth of experience to provide operational insights, analysing available data sources to maximise understanding of our operational and commercial performance• Accountability for a £20 million P&L Account and delivery of company EBITDA/Keitsune targets• Leading a senior management team of 8, 200 front-line colleagues and flexible labour model which expands up to 300 additional colleagues to meet the demands of the peaks and a growing business• Providing consultancy and guidance to our client as the subject matter expert for operational and capital projects, including the selection and implementation of operational systems to enhance service delivery and customer experience• Ensuring continuous engagement with key suppliers and technology service providers to ensure solutions are fit for purpose and support us in the achievement of our business and customer experience goals• Supporting the Business Development team, contributing knowledge and experience to the bid narrative• Management of additional sites in the region during and post pandemic until successful handoverKey Achievements • Exceptional resilience, transitioning the operation and team through the catastrophic impact of the pandemic and subsequent regrowth, which is now exceeding pre-pandemic volumes• Managing the largest airport parking operation in the UK and delivering growth for our client revenues• Contributing to the delivery and ongoing management of the first free-flow/barrierless airport drop off zone in the UK via the use of technology and software solutions

Gatwick Airport

• Heading up this newly awarded contract for Empark UK Ltd. in the role of Interim Contract Manager, before creating the Head of Operations role to provide ongoing support with the management of this vast operation• Providing support and development opportunities for operational managers and colleagues and direct management of the local admin, data analysis, finance and HR functions within the business• Producing reports to demonstrate the achievement of client SLAs, operational efficiency and customer satisfaction, highlighting pain paints to drive improvements• Managing cost control within budget and delivering a saving to the client and companyKey Achievements• Trusted as the subject matter expert, defining the requirements for the tender process, supporting selection of supplier, implementation and user acceptance testing for a major technology project for the client• Producing proposals to restructure the operation to deliver savings of £2m annually to the client• Implementation of new services for the financial benefit of the company and improved control of the facilities

Gatwick Airport

• Providing support to management and operational colleagues, developing a team of eight colleagues, in addition to developing personal development plans and succession plans for the team• Responsible for managing financial operations including cash collection, banking, reconciliation and reporting• Creation and delivery of financial reports for all revenues and across a number of revenue streams • Leading the internal audit and reconciliation processes in conjunction with company procedures and responsible for all invoicing and Aged Debt processes to ensure the prompt resolution of any outstanding debt• Tasked specifically with processing payroll for a team of 250 colleagues and in line with a budget of £6.5 million, in addition to creating payroll budgets and accruals for the Contract Manager Key Achievements • Contributing directly to the personal and professional development of the team• Deputising for the Contract Manager during absences and establishing a successful client relationship

East Midands Airport

• Developing a comprehensive knowledge of clients’ requirements and providing solutions to meet their needs• Sole accountability for a £2.1 million P&L Account and £10.5 million annual revenue, overseeing cost control and identifying operational efficiencies to deliver cost savings• Providing expertise and support to the commercial team to grow revenue and profit margins through the pricing and products offered • Playing a key role in producing reports and presenting at client and management meetingsKey Achievements • Successfully developing a number of lucrative new business opportunities including Meet and Greet Parking, Mobile Enforcement Services and delivering a 70% increase in EBITDA during the last two years in the post • Excelling in developing client relationships, exceeding client service level agreements and continually enhancing compliance audit scores

East Midlands Airport

• Personally selected to spearhead the contract on behalf of NCP with overall accountability for implementing standard operating procedures and controls, resulting in eliminating a revenue loss at the start of the contract• Leading a team of seventy members of staff, compromising of a Support Manager, Bus Service Supervisor, four Car Parks Supervisors, Front Line Operational Staff and Bus Drivers Key Achievements • Personally responsible for establishing and developing client relationships, meeting service level agreements and contractual obligations• Successfully managing operating costs within budget and recognising operational synergies resulting in over £100,000 of cost savings to the client during year two of the contract • Making a significant personal contribution to the bid narrative and establishing ground up budgets • Sole responsibility during the last twelve months of the contract for the operation of an additional regional airport site, further demonstrating the ability to strengthen relationships and focus the team

Gatwick Airport

• Sole accountability for the daily operations for the long term car parking and valet parking• Developing considerable expertise of managing operating costs within budget and recognising prospective opportunities for growth especially relating to valet parking• Managing and developing 120 members of staff and ensuring adherence with company rules and regulations Key Achievements • Consistently achieving service level agreements and contractual obligations, and achieving the maximum bonus days on the contract term• As a result of considerable operational expertise, personally selected as a member of the working group with responsibility for writing the modular operating procedures which were utilised across all NCP sites

Gatwick Airport

• Overseeing all customer service standards and feedback across five contracts at Gatwick Airport• Efficiently dealing with customer enquiries and complaints to ensure continued loyalty • Collaborating with insurers regarding claims of public liability or damage and conducting investigations • Reviewing operational procedures, creation and delivery of customer service and fire safety training packages