Mark Harper Email & Phone Number

Iag Cargo

·Daily management of IAG Cargo Customer Service Team ensuring service delivery levels are achieved, including call performance, budget & finance requirements and people management through key corporate people management policies & ATR. ·Active involvement in TU Consultation and TUPE consultation to outsource current areas activity to third party supplier. ·Local SOP, LOP management and development of local Training package. ·Operational escalation process implementation.

· Management of third party suppliers (Qatar, DHL, Cygnus), ensuring agreed contractual punctuality targets were achieved.· Set up and manage monthly review meetings, managing actions ensure ownership and deadlines were met and achieved. · Management of individual station performance. (STN/LTN/EMA/LHR/DOH/LEJ/HKG)· Extensive operational knowledge.· Compliance and conformance management.· Commercial and network support.· Negotiated Interline operational handling agreements for Finnair/DHL/IAG freighter (HEL–STN).

London Heathrow

2009 May - 5 month period – PM in Ascentis Level 10/20, managing all performance and people related issues over a core hours of the day.(07:00-19:00) 2009 Sep – Moved to Premia focusing on key deliverables around ops performance and customer expectation for the entire Premium Products portfolio. 2011/2012 - PM for Secure, managing performance, budget & finance, people and customer expectation. Supported UK & I sales team at Secure customer reviews.2012/2013 PM Premia, managing ops performance for the entire Premium Products portfolio, UK & I customer interfaces working alongside the sales teams at customer reviews and LHR Constant Climate conformance champion.2013/2014 - PM Premia Wholesale operational performance for the entire Premium Products portfolio and LHR Constant Climate conformance champion.

Bawc Premia

Accountable for the health, safety and security of the site whilst on shift to comply with operational and legislative requirementsSupport Team Leaders and Performance Managers to run the day-to-day shift by ensuring that the environment, facilities, systems and materials are available to deliver a smooth and efficient operation Disciplined delivery of operating procedures at a local level to ensure legislative and operational complianceResponsible for all operational performance reporting and associated data to enable the business to evaluate areas for improvementTo manage data to ensure a high level of customer service and proactive customer recovery To ensure open communications with a constant feedback loop at all levels To ensure that the unit operates to the highest standards of customer service in order to maximise customer satisfactionAccountable for out of hour’s representation of the management team covering issues around health, safety and security

Bawc Airside Operation

On the day shift/performance The formal appraisal of my team members on a quarterly basis Up-skilling of new team members Liaison with our internal and external client areas Resource planning for the Heathrow Cargo Delivery programme Cost Management Operational decision making People Management Accountable for 70 people on shift Performance manager of the 8 staff in my own team Counselling and one to one personal development Day to day interface with Trade Union Representatives.On the day shift/performance The formal appraisal of my team members on a quarterly basis Up-skilling of new team members Liaison with our internal and external client areas Resource planning for the Heathrow Cargo Delivery programme Cost Management Operational decision making People Management Accountable for 70 people on shift Performance manager of the 8 staff in my own team Counselling and one to one personal development Day to day interface with Trade Union Representatives.

Bawc Imports

Booking in and out of Import/Export courier and express cargo Liaising with internal and external customers Cargo Agent Booking in and out of Import/Export cargo Liaising with internal and external customers Airside delivery of cargo to aircraft side Operational Customer relations Responsibility for the punctuality of World Cargo aircraft deliver plan Departmental liaison Staff support Key operation decision making.