Proven delivery using continuous improvement tools and techniques, stakeholder management and influencing at multiple levels. Experience of working within an operational, Aviation, Service, and Leisure environments.Planning and delivering change through People and Process work streams. Demonstrable prioritisation and decision-making capability, including during periods of ambiguity & delivery of end results through team working.

Drive business change and to support the ongoing culture changeWork with Senior management to shape engagement and change plan obtaining assurance for the sponsoring group that the delivery of new capability is compatible with the realisation of benefitsLead on transition management, ensuring business as usual is maintained and the changes are effectively integrated into the businessWorking with Subject Matter Expert teams to ensure the scope of work covers all aspects required to deliver the products or services that will lead to operational benefitsMaintain the interests of the user groups, advocates and sponsors through regular structured interactions Identify, define and track the benefits and outcomes required of the programmeEnsure that maximum improvements are made in existing and new operational user groups as IP&P delivers their products into operational useEstablishing and implementing the mechanisms by which benefits can be delivered and measuredOptimising the timing of the release of project outcomes into business operations

Responsible for the safe, efficient and expeditious flow of passengers through Heathrow Airport Accountable for creating a daily resource plan which is balanced to ensure Service Level Agreements and Service Quality Rebates are achievedPerform under pressure from varying sources such as passenger demand, monitory penalties, unpredictable employee numbers and budget constraintsRequired to be well organised with quick numeric skills to make on the spot decisionsDaily effective interaction and relationship management with different stakeholders across Heathrow Airport including airlines and senior management Created and rolled out Biometric Staffing Requiring Model across the entire businessProvided support and coaching to senior managers in delivering the resource plan to maximise efficiency and ensure correct coverage over the twenty-four periodShort notice adaption to plans to account for Department for Transport regulations and unforeseen disruptionComprehensive understanding of the technical monitoring systems and operational demands Oversee the management of a team of 18 Resource Allocators, this includes advising on performance management and trainingWorking daily with many areas of the business which operate independently to ensure consistency, this often includes the Operational Management Team, HR and AirlinesExcellent excel skills utilised to create complex and detailed integrated resource and forecast plans

Introduced visual management review process for reporting and monitoring operational performance across Heathrow AirportEmbedded the use of the visual management review process to drive operational improvementsDeveloped new standard measuring metrics which are used across the businessIntroduced short interval control at operator level Used continuous improvement methodologies to analyse current process identify root cause and instigate creative problem solvingEngaged with, and coached all levels of the operational teams to identify performance improvement by identifying and reducing wasteCreated and manage project plans, this included the Management Information Model Designed trials, reviewed data and made recommendations based on data and factsImplementation and management of contingencies as part of the operational leadership and incident response teamWorked with the business stakeholders to agree operational improvement to achieve shared objectives

Delivery of security operation within terminal ensuring compliance to DFT legislation, LHR policy and passenger experience standards are deliveredTrialled new methods of work to improve performance with project improvement teamLine managed team of twenty-two to develop and maintain high standards of performance, absence and punctuality. Communicating business and operational performance to all offi-cersLiaise with contractors to ensure maintenance, repairs and house keeping is completedMonitoring of security standards controlling access to the critical part of the security re-stricted areaResolving security issues and incidents using an appropriate level of response, evaluating the seriousness of occurring incidents and implementing contingency plans when neces-sary Communicating with stakeholders affected by issues that arise during daily operations

Challenged and improved the way we worked and delivered positive changes to our service and standardsWorked with Head Office and Regional Projects in areas of retail sales and margin, Health and Safety, Human Resources and IT to share best practise and improve company process, procedures and support.Responsible for the development and implementation of business plans to deliver all key performance indicatorsPlanned staff and management recruitment, training and successionDeveloped relationships with the Council Licensing Officer, local business and community to support growthSupported the team through two changes of company ownership and assisted in the development of new company procedures

Responsible* Management of 14-screen, 1 million plus admission cinema