Iain Docherty Email & Phone Number

Weybridge, England, United Kingdom

Surrey, England, United Kingdom

Management of the Resource Delivery team made up of 8 Team Managers and 50 agents. My department is responsible for the rostering, leave and absence recording for the Heathrow Customer Service team. This involves producing the correct staffing levels and shift timings at 3 stages building towards the day of operation. I plan all aspects of training for.

Management of a team of 12 direct report managers and 85 allocators. Responsible for allocating Heathrow Customer Service staff on shift to their duties, ensuring tasks are covered and optimum desk coverage is achieved.

A shift role managing Heathrow Customer Service ensuring operational steadiness whilst complying fully with all IR and H&S regulations. Management of over 500 staff on shift and performance management of 16 direct reports and their teams. Other duties included disciplinary procedures, command and control during disruption and leading recruitment campaigns..

Management of the infrastructure and manpower changes needed in British Airways complex moves transferring the operation from Heathrow Terminals 1 to 3 and downsizing the operation in Terminal 4.This involved negotiations with HAL, other airlines and the AOC. Responsible for ensuring accommodation, desk design and location were fir for purpose.