Senior Manager within the Customer Service Directorate. This includes;• Deputising for the Head of Security, demonstrating leadership to the airport’s largest operation of circa 1,000 people through both the COVID-19 crisis and the subsequent employee consultation. • Driving performance across board reportable key performance areas including process efficiency, regulatory compliance, colleague attendance and welfare and statutory training. • Reporting complex performance data and trends to a range of stakeholders, including directors and front-line colleagues, ensuring key messages are communicated clearly and impactfully.• Led the directorate’s Continuous Improvement function, establishing its programme of works, managing the needs of its many stakeholders and measuring its success especially in relation to cost saving and efficiency.• Project lead on Stansted’s COVID-19 recovery programme, as well as implementing temporary emergency measures when passenger numbers dropped by over 90%.• Operational performance management of 6 senior managers and 25 duty managers, helping them to deliver their own success, whilst challenging questionable decision making and failure to adhere to established processes. • Delivered a number of strategic change projects which have historically failed. Particularly, my balance of tenacity and empathy has ensured improved asset reliability and process efficiency despite historic trade union challenge. • Represented the business in gross misconduct and contractual review meetings and investigations.

Senior operations manager responsible for the safe and efficient screening of travelers, whilst simultaneously leading and contributing to a range of business improvement programmes. This includes;• Provided leadership to teams of over 200 security officers and five duty managers, driving operational excellence through balancing performance and efficiency with first class customer experience and employee development.• Interpreting complex performance data to make informed operational decisions under pressure, as well as analysing trends and implementing rectification plans when performance fell beyond the required standard. • Established an Absence Management Team as a strategic response to increasing absence levels, setting their terms of reference, strategic aims and monitoring their effectiveness in ensuring adherence to the absence policy. • Representing the security function in a number of strategic meetings and forums, presenting and communicating to all levels of the business updating them on operational priorities.• Developing strong relationship with numerous Trade Union partners to develop collaborative solutions to problems, as well as managing concerns they may raise and negotiating ways forward. • Undertake emergency planning for events such as major asset failure, compliance breaches and risks to safety. • Demonstrating strong stakeholder management skills, managing relationships with teams of engineers, planners and suppliers on a daily basis. This often involves bringing teams together despite conflicting priorities.• Led a number of continuous improvement projects and defined many standard operating procedures to improve operational performance, acting as the conduit between the business change and security function.

Operational duty manager responsible for the performance of over 30 terminal security officers. This included;• Leading and developing teams to deliver outstanding customer service and operational performance, while maintaining security compliance.• Promoting engagement amongst colleagues, communicating key business messages.• Delivering daily and monthly KPIs by analysing and performance interpreting data. This included measures around absence, efficiency, performance and customer satisfaction. • Led on the deployment of staff, holding accountability for the daily action plan • Implementation of contingency and emergency response plans• Led improvement projects including the launch of Terminal Vision Hub

Responsible for delivering a secure, compliant and efficient security operation at Stansted Airport central search, while offering a high level of customer service.Directly responsible for a team of 19 security officers in terms of absence and performance management.

This role was designed for preparation to become a Security Team Manager. I carried out the tasks mentioned above whilst developing the line management skills.I took part in a project designed to increase productivity in the Central Search area and throughout the airport, and also to teach the basics of Lean 6 Sigma and Continuous Improvement principles.

I was responsible for conducting body and bag searches and screening cabin baggage to DfT standards.I delivered high levels of customer service to both departing passengers and business partners.

In this role I was responsible for the safety and security of the aircraft and delivering an on time flight. This was a customer focused role, with emphasis on appearance and sales. I was in charge of a team of 4 crew, and up to 189 passengers.