Hollie Button Email & Phone Number

Waltham Cross, Gb

Heathrow

Heathrow

Heathrow

- Single point of accountability for the operational management of the airside transportation of freight handled by IAG Cargo since 2017 with a team of over 400 agents, 45 team leaders and 12 managers- Lead and implement operations strategy initiatives to deliver to individual stakeholder SLA’s driving operational stability to allow growth and quality of service performance- Delivering operational performance standards in line with recognised metrics with regular check points allowing us to monitor and review our performance- I ensure compliance with Health, Safety, Security and Customs regulations especially in accordance with EU, TSA and DfT requirements.- Development and compliance with the BA Ground Operations License - Working collaboratively with the Heathrow Airport Management team- Working with 3rd party operators/suppliers at Heathrow to ensure engagements meet SLA and the service provides meets the contractual agreements - Collaboratively work with team members across IAG group including across different directorates of the organisation from Finance, Commercial, Projects and Worldwide Operations- Proactive input to our Resource Planning teams to ensure resource capabilities matches demand in line with the IAG Airline schedules- Introduction of Performance reporting for my department with SLA dashboards to monitor performance- Leading on local Trade Union relationships within my department level through to NSP meetings, to create win-win solutions- People Development through structured KPIs and Governance within my team- Recruitment lead involved in several campaigns for Managers and team leaders within the business- I am a Member of the Crisis Management Team, responsible for decision making, and implementation of contingencies - Project ABO for new Airside Tasking systems built with automation, GPS and live product prioritisation based on special handling codes ensuring we deliver to all SLAs for our customers (Delivered in 2019)

Heathrow Airport

- Working within a team of 7 Duty Managers responsible for the continuous running of Heathrow’s airside security 24 hours a day - Leadership of over 40 Security managers and a team of circa 700 security officers, covering the Heathrow campus- Line Management of 6 Security managers in my team who in turn were accountable for 90 security officers- Working collaboratively with our Trade Unions to address performance shortfalls, review processes and agreements to create a more adaptable operation - Addressing performance and absence issues through the Heathrow policies and our HR advisory team - Operating 16 Control Posts across the Campus to provide access into the CPRSA for Team Heathrow colleagues- Overseeing and responding to our Security Patroller teams- Security compliance with the EU185 and the single consolidated directorate 2013 with all security processes, as well as managing any security incidents external of the terminal buildings and internal of the terminal buildings overnight - Liaison with CAA inspectors on a regular basis to receive feedback and in rare occurrences actioning and minor issues through to resolution - Executing contingency plans for our department whilst also playing our role in an airport wide contingency deployment- Leading in engagement by setting up Campus Conversations, allowing face to face time with the leadership team in Campus- Facilitating out of hours maintenance around the security footprint recognising the importance of the work needing to be completed in time timescales and being flexible to allow this to take place- Working collaboratively with our Resource and planning teams, Project teams, Continuous Improvement team and Compliance teams to provide the best service to our stakeholders - Participated in a number of counter terrorism and security incident desktop exercises- Completed Green belt Lean Sixth Sigma training as part of my work enabling the Making Every Journey Better campaign come to life in Campus

Uk

- The launch and ongoing management of 7 lounges across Gatwick, Heathrow, Stansted, Birmingham and New York.- The development of the No.1 lounge product by designing the lounge space, colleague work areas and creating a space to deliver an excellent service to our customers - Development of the recruitment, training and standard operating procedures for all the No.1 products which included our No.1 Lounge, Spa, Bedrooms and Fast track services - Line management of 6 lounge managers and 2 spa managers ensuring they were delivering the service levels required and managing the costs within each unit - Responsible owner of the P&L for the UK lounges, specifically focussed on payroll and consumable costs - Working within a start-up allowed me to expand my HR experience by developing a colleague handbook with a HR specialist then managing any people issues in line with UK Employment law with support for our lawyers- Throughout the early stages of development of our lounges I worked on commercial activities setting up airline agreements for use for Premium, Business and First Class travellers

- Responsible for providing a personalised airport customer service experience for all guests, this was achieved with a 95% Guest Satisfaction rating with 97% intent to refer- Overseeing the ground handling, lounge services and cargo operation for all Eos Airline flights from Stansted Airport - Delivered the best on time performance for an airline between London and New York for 2006, 2007 (validated by the CAA) - Responsible for the Ground Security processes at Stansted and was the GSC (Ground Security co-ordinator) for all Eos departing flights - Recruited Flight supervisors to oversee the Stansted operation as the airline moved from daily to 3 flights daily- Managed the performance of all 3rd party suppliers involved in our aircraft turnarounds to ensure they delivered the highest standard for our business class travellers - Responsible for completing accounts and financial sign off for all supplier invoices in line with contracts- Responsible for the execution and set up of private charter flights including a number of services operated for the NHL (National Hockey League) and the NBA (National Basketball Association) during their European tours- Collaborative relationship with compliance leads from the TSA, FAA and the DFT/CAA to ensure we met all UK and US security requirements when operating - Training lead and co-ordinator for the roll out of Sabre Reservations and Check in system at Stansted - Maintained company manuals with revisions issued from our HDQ in New York and monitored by completing monthly audits - Introduction of safety audits during the turnaround to monitor the standards of Safety and security and look for areas of improvement

- Working within a team of 6 Duty Managers responsible for the continuous operation of Swissport Ground Handling at Stansted 24 hours a day - Leadership on each shift of 90 agents and 8 supervisors, covering a variety of functions including Check in, Baggage, Dispatch and the Ramp operations- Responsible for ensuring all operations were performed to the correct Health, Safety and Security standards at all times- Overseeing the performance of all areas of the operation and addressing any Swissport attributable delays or issues- Delivering a consistent operation to all of our contracted airlines meeting all required SLAs - Working collaboratively with Airline local management to address any concerns or changes to the airline procedures - Developing a dynamic training record enabling us to focus on those approaching the need for re-validation in order for us to remain compliant at all times - Conducting various Operational Performance conference calls for all our contracted airlines and our own internal management call with our directors of Swissport in the UK- Responding to incidents, completing investigations and sharing learnings from any incidents with my colleagues to mitigate future risks- Working collaboratively with Stansted Airport Limited with Security access for Airport ID’s etc when required

London Stansted Airport, England, United Kingdom

- Station supervisor for all Zoom and Malev Hungarian Airlines flights operating from Stansted Airport - Ensuring all suppliers were aware of schedules, daily flight operations and were all prepared to deliver an on time departure - Liaising with the HDQ of the two airlines to ensure accurate reporting was completed for each turnaround including correct movement messages were sent by our handlers- Addressing any challenges due to Aircraft changes, overbooking, Aircraft operational issues on the day and working to deliver an excellent service to our customers even during service recovery situations - Overseeing all aspects of the turnaround from Check in where I would meet our customers through to meeting the aircraft and supervisors the full turnaround on the ramp- Holding regular meetings with the contracted handlers to ensure all operations were delivered to the respective Ground Operations Manuals and with the contracted level of service - Delivering weekly reports to each of our airlines to monitor performance at the station.- In addition to the passenger flights I worked alongside our colleague Loadmasters who operating the BA World Cargo Services on the Global Supply Services and Atlas Air aircraft. For this role I would support with the catering for designated crews, ensuring sufficient cleaning and amenities were provided for the crew on board as well as chasing Cargo agents for final payloads.

Stansted Airport

- Promoted after 6 months from joining as a Passenger Service Agent - Passenger services supervisor for all Aviance contracted airlines such as Germanwings, Transavia, British Airways, First Choice Holidays and more.- Allocating flights and roles to all agents on shift to meet the demand in workload - Ensuring all flights were loaded within our systems correctly, assigned to the correct aircraft with the appropriate seat plans in place- Ensuring all flights were open on time and checked in accurately using Codeco our main check in system- Ensuring all flights were closed on time and final figures passed to dispatch avoiding any check in allocated delays- Ensuring all flights were safely boarded on time using each airlines boarding processes with all premium cabins prioritised - Responsible for ensuring we had a ticket desk agent available to make changes to reservations and in their absence completing this function myself- Monitoring the inbound delivery of customer baggage on time to meet each airlines SLAs- Dealing with bulk luggage missing reports or luggage delays to customers and tracing via the World tracer systems