Nataly Duke Email & Phone Number

• Work with operational teams to agree key performances indicators and metrics. Design, create and maintain a suite of reports and dashboards to regularly monitor the agreed KPIs.
• Analyse operational performance, enabling continuous improvement through the investigation of the root cause of issues and embedding findings into the models and plans.
• Combine different datasets with qualitative data to derive meaningful new insights into performance and work collaboratively across functions to deliver business benefits around capacity, efficiency, and service.
• Storytelling with the outputs of the reporting and analytics to help the business understand the “so what”.
• Develop a deep analytical understanding of the end-to-end passenger journey, establishing performance correlations and identifying improvement opportunities.
• Generate and publish monthly Above/Below Wing AUC, Operations Board performance content and Border Force Monthly Performance processes and reports on time and to the required standard, working closely with the.

London Heathrow Airport, England, United Kingdom

London Heathrow Airport, England, United Kingdom

In my role as Operational Intelligence Service Manager I am a driver of identifying impactful situations, readiness plans, outcomes and performance improvement. My role's motto is the question “So What?” which is often my starting point.I engage with all the APOC functions, terminal ops teams and key stakeholders to drive conversations around tactical.

Terminal 2, Heathrow

• Support the two Head of Terminal 2 Operations Managers to identify optimal meeting and administrative structures that deliver & co-ordinate ways of working within and across the team, identifying duplication, quality.
• Acting as liaison between internal and external stakeholders and the two head of Ops Managers.
• Provide project support, helping to evoke and shape the Programme’s governance and ensuring team alignment to delivery deadlines for all T2 forums, in the form of reports, meetings and deadlines, such as Peer Group.
• Work alongside the Programme PMO, Project Integrator and FF&E Lead to set up T2 Hub page, establish ways of working and communicate them to T2 team as well as being involved in the establishment of the T2 management.
• Office management- led and co-ordinated 3 office moves.
• Involved in the recruitment of T2 colleagues - advertising vacancies, filtering alongside line managers and HR partners, preparing interview packs and candidate profiles, setting up interviews, closing down.

London Heathrow Airport, England, United Kingdom

• Proactively manage business performance data for all measurements within the Q5 Service Quality Rebate (SQR) and Bonus Schemes through the use of appropriate systems and IT tools.
• Through continuous process reviews of the publication of these performance measures, I have made a £37k/annum saving for the business.
• Critically evaluate & analyse data to ensure that financial impacts (as high as £12.2m/month) are correctly defined.
• Provide performance analysis & reporting to key stakeholders to enable delivery of effective decision-making to drive improved business resource productivity and performance, leading to minimised SQR payments.
• Generate Executive documents which are shared at the monthly Airline Operations Committee meetings (AOC), Service Quality Group and Airline Exec meetings.
• Chair meetings with key stakeholders to communicate& ensure adherence to change control processes and exclusions to the SQR scheme.

London Heathrow Airport, England, United Kingdom

• Facilitate the development of a Continuous Improvement Culture within the Heathrow Operations Team via inspirational, proactive leadership and deployment of lean improvement methodologies within agreed and targeted.
• My role had influence and impact over the whole of the Operation at Heathrow Airport and ensured that measurement and review drove continuous improvement within the operation. Working closely with other airport and.
• Facilitated and attended lunchtime workshop sessions on Voice of the Customer, Change Leadership, Giving and receiving Feedback, Value Stream and Process Mapping.
• Understanding, setting up and communicating within a tightly regulated economic framework the CAA Q5 regulation, Service Quality Regime and Bonus Scheme to BAA’s stakeholders and the rest of the business.
• Managing the dual-site data facilitator roles (agency) team of 7 staff, who monitored and recorded staff search queue times. This is a CAA requirement and the info fed into the monthly SQR performance.

• Effectively managed the Hamleys account across Heathrow- building and developing a sustainable working relationship with the key management and staff.
• Influenced Hamleys management staff by developing and agreeing joint actions, plans and strategies to grow sales & income and to deliver overall improved performance.
• Improved mystery shopping and safety scores to achieve operational excellence within Hamleys and. introduced and embedded a scorecard as a working tool and regularly discussed mystery-shopping tasks with the Hamleys.
• Responsible for developing the staff offers for Christmas 2007 and working with marketing, research and all the airport retailers, to encourage participation and ultimately increase sales.

• Instigated the Operational Monitoring Centre (OMC) which was a new concept for the business and drove the OMC concept into a workable service whose information and advice the business could trust and find useful.
• Gained operational knowledge by monitoring the security operation and recognising re-occurrences began pro-active management of issues and resources.
• Having understood senior management requirements identified the key roles and responsibilities; agreed, challenged and set up working practices, handover procedures and accountabilities through consultation with the.
• Initiated and lead OMC inductions with Service Team Leaders and Service Managers to enable better understanding of the OMC operation by front line management thus drove collaboration and adoption for the business’.
• Developed the OMC role profile which was used to recruit OMC operators and established the Standard OMC Operations manual which is still adhered to.

My first ever “proper” job was a BAA security officer, 15 years ago. I was fortunate to be selected for a fastrack management course called the “Grow Our Own” Managers Scheme which propelled me into the weird and wonderful world of Heathrow and opened my eyes to a whole range of opportunities. The scheme enabled me to work out where my strengths and.