Management of all 13,000 Heathrow Cabin Crew to be their best and to optimise the customer experience. Accountabilities;Bringing together insights from a number of systems and touch-points to create a holistic individual picture of each of our Cabin Crew. Delivering timely recognition and development opportunitiesWellbeing, support and follow ups after incidentsOverall Management of performance Managing conduct and attendance Developing and maintaining effective and cohesive relationships with internal and external partnersReviewing Cabin Crew performance data, identifying trends and proactively making recommendations to improve application of process. Responsible for developing and implementing local processes to support consistency of decision making in an operational environment. Recruiting internal and external candidates for managerial positionsManaging and coordinating large recruitment campaignsOperational management Business projects and proposals

Department operational shift manager making key operational decisions shift to ensure delivery of a safe, secure and punctual operation for BA and Heathrow. Accountable for line management, leading and motivating a team of 30. Accountabilities;*Lead and manage a team of Operational colleagues within Heathrow to the highest safety, security and operational leadership standards, including on the day shift management.* Owning Line Manager to 30 Customer Experience staff, managing overall performance and conduct.*Ensuring my team maintain both corporate mandatory and regulatory safety training compliance.*Working alongside Safety and Security teams to role model and champion safety behaviours whilst challenging non-compliance. *Lead and manage the operation, including when in disruption. *Offering a premium service to our customers which includes management of check-in, lounges, flight connections and arrivals experience. *Act as the management representative during safety events, ensuring correct reporting whilst offering duty of care to customers and operational teams. *Supporting the delivery of continuous improvement initiatives whilst owning portfolio areas within the department. *Collaborating with third party stake holders ensuring a robust delivery of the Heathrow Operation.* Demonstrating effective working relationships with Trade Unions. * Team management, engagement and effective performance management through 1-2-1’s and team briefings.

*Lead a team of colleagues within Heathrow to the highest standards of operational leadership.* Manage & support existing teams or lead & onboard new colleagues within their first months at Heathrow* Responsible for preliminary investigations and formal hearings; whilst managing performance and conduct effectively.* Ensure teams are engaged and clear on their roles* Drive delivery of financial plan targets including absence, commercial revenue opportunities and punctuality* Coach and identify development needs and opportunities through regular reviews* Support the teams’ progression and wider succession planning.*Role model best practice behaviours; championing wellbeing and recognition.* Deliver consistent Performance Management utilising relevant policies where applicable e.g. absence, lateness and probation and supporting with performance management processes where required*Deliver of employee survey and wellbeing action plans*Ensure maintenance of safety and training compliancethrough internal tools.*Utilise data and insight to drive team and individualperformance.

Onboard manager on twin and single aisle aircrafts being A380/B777/B787/A320. Responsible for leading and managing up to 22 Cabin Crew and Senior Cabin Crew based at London Heathrow. Demonstrating different leadership approaches and styles when performance managing, to enhance performance for both the business and the individual. Key responsibilities include;• Starting & maintaining working, professional relationships between my team and customers. • Achieve monthly targets that have been set by the business • Leading and inspiring a team of up to 22 junior and senior cabin crew• Accountable for up to 500 customers and managing any situations what arise• Deliver presentations and meetings • Train, coach and support my team within their role whilst performance managing • Assessments and appraisals to develop and motivate performance • Working effectively with others, being able to influence when needed whilst justifying actions to management and continuing to deliver.• Influence effective time management and core values• Delivering outstanding premium service in all classes onboard.

Responsible for Leading and managing up to 22 Cabin Crew and Senior Cabin Crew onboard all types of aircrafts. Direct line management of up 10 team members where I managed sickness, conduct and performance. Demonstrated different leadership approaches and styles when performance managing to enhance performance for both the business and the individual. . Key responsibilities include;• Starting & maintaining working, professional relationships between my team and customers. • Achieve monthly targets that have been set by head of fleet• Leading and inspiring a team of up to 22 Cabin Crew• Accountable for up to 500 customers and managing any situations what arise• Deliver presentations and meetings • Train, coach and support my team within their role whilst performance managing • Assessments and appraisals to develop and motivate performance • Project management, working independently and with stakeholders • Implement new initiatives and promote change effectively through business proposals and engagement • Conduct disciplinary meetings and investigations whilst following HR and company policies. • Working effectively with others, being able to influence when needed whilst justifying actions to management and continuing to deliver.• Influence effective time management and core values

Supporting the Customer Service Manager onboard in the leading of the team of Cabin Crew. This role was a fast track management program where I learned a great deal on my own leadership and companies’ procedures. Key responsibilities included; Leading: I was accountable for a team of 6 Cabin Crew onboard in a particular cabin. As a Senior Cabin Crew I supported my team whilst optimising performance. I conducted assessments to enhance performance onboard. Inspiring: I used different techniques to inspire my team, for example tailoring my approach when giving feedback. Providing a clear goal and fostering collaboration whilst enabling team bonding.Learning & Development: This program included a vast amount of learning from my own experiences and 12 courses. This course included assessments and exams to be able to obtain the role of Customer Service Manager. I learned a great deal on my leadership style and what type of leader I am. This concluded to always be engaging, uuthentic whilst being uncompromising in my approach.

Key responsibilities;* Offering impeccable customer service on-board all aircraft types * Managing challenging situations in a calm and efficient manner * Adhering to standard operating procedures to enable a safe operation* Trained in premium cabins on all BA's network* Offering fine dining and refreshments* Checking the condition and provision of emergency equipment and information for passengers* Demonstrating emergency equipment and safety procedures* Administering first aid* Dealing with emergencies whilst communicating effectively * Selling duty-free commercial goods and pursuing sales targets* Demonstrating effective Crew Resource Management and working as one team* Managing issues on-board on offering service recovery

Key responsibilities;* Offering impeccable customer service on-board all aircraft types* Managing challenging situations in a calm and efficient manner* Adhering to standard operating procedures to enable a safe operation* Offering meals and refreshments, buy on board service* Checking the condition and provision of emergency equipment and information for passengers* Demonstrating emergency equipment and safety procedures* Administering first aid* Dealing with emergencies whilst communicating effectively* Selling duty-free commercial goods and pursuing sales targets* Demonstrating effective Crew Resource *Management and working as one team* Managing issues on-board on offering service recovery * Representing the brand to it's full potential

Key Responsibilities;* Offering impeccable customer service on-board all long-haul aircraft types * Managing challenging situations in a calm and efficient manner * Adhering to standard operating procedures to enable a safe operation* Trained in premium cabins on all BA's network* Offering fine dining and refreshments* Checking the condition and provision of emergency equipment and information for passengers* Demonstrating emergency equipment and safety procedures* Administering first aid* Dealing with emergencies whilst communicating effectively * Selling duty-free commercial goods and pursuing sales targets* Demonstrating effective Crew Resource Management and working as one team* Managing issues on-board on offering service recovery