Mandeep Samra Email & Phone Number

London

London, Greater London, United Kingdom

Leading a team to manage supplier contracts to successfully deliver call centre back office operation and account management activities with 3rd party suppliers for global BA contact centres, customer relations and loyalty proposition services. Ensuring value for money from suppliers through continuous improvement opportunities to deliver a seamless customer experience.

London, United Kingdom

Accountable for leading a team of people responsible for the successful delivery of the BA catering proposition worldwide including the delivery of commercial, operational and customer satisfaction targets. Responsible for BA’s Catering Supplier strategic relationships and customer proposition delivery, from over 20 units in 15+ countries, with management accountability for a budget of £50+ million to drive commercial relationship catering and logistics partners working collaboratively with key internal stakeholders to deliver BA catering strategy and operational performance.

London, United Kingdom

Accountable for BAs worldwide lounge catering portfolio and hospitably management spend of £50+ million, leading a team to deliver the lounges catering proposition. • Delivered US lounges $22m lounge spend performance better than budget for 2015 by approx. £120k• Negotiated £500k reduction to agree 2015 UK lounges budget and managed spend of £24m pa ensuring on budget delivery• Delivered annual saving of £220k pa by negotiating additional volume discounts for premium crisps in UK lounges by leveraging BA buying power with supplier and introducing inflight volumes• Delivered lounge catering proposition for new Concorde Bar lounge concept in Singapore on time and within budget• Designed new menu presentation process for UK and US lounges enabling full transparency of menu development and audit trail to highlight areas of improvement

London, United Kingdom

Responsible for BA’s Overseas Catering Supplier network and customer proposition delivery, from 20 units in 15+ countries, with management accountability for a budget of £25+ million. • Strategically planned renegotiation of catering contracts in India and Asia Pacific by leveraging relationships to agree contracts at cost flat or below current spend without any impact to the customer proposition • Successfully achieved 60% catering financial saving v baseline for Singapore contract renewal and fixed costs delivering £15m saving over 5-year term• Successfully negotiated removal of contractual CPI application for 2016 with monopoly catering supplier in Dubai saving approx. £200k

London, United Kingdom

Responsible for BA World Cargo loyalty programme “On Business” encouraging revenue spend through customer database and marketing. Further accountability to manage third party offshore service provider against agreed metrics.• Successfully delivered new enhanced On Business loyalty and booking portal working with remote supplier to generate revenue in excess of £15m pa• Delivered new portal classroom training to third party offshore supplier managing the On-Business booking portal

London, United Kingdom

Accountable for the delivery of IT infrastructure in preparation for BA move to Terminal 5 as well as continuing to support the existing terminal operation and head office. • Managed delivery of new 3rd Party software integration into BA infrastructure for digital signage and communication in Terminal 5 staff areas• Delivered IT infrastructure for new Terminal 5 eSignature pads for excess baggage revenue collection

Responsible for delivery of change projects in front line terminal and in-flight cabin crew operation environment introducing efficiencies and reducing complexity.• Developed change programme plan for BA In-flight Service One Stop Service Programme transition to Terminal 5• Project managed BA cabin crew transition from face to face support to automated self-service solution• Delivered new BA In-flight Service cabin crew support desk and re-structure of administration support department in preparation for move to Terminal 5

London, United Kingdom

Management of BA customer relations recovery call centre operation and leading staff of 15+ call centre executives against agreed KPIs, individual performance and agreed development plans.Improved customer satisfaction from 75% to 85% by robust team management identifying training needs and supporting development of team members.