● Accountable for the recruitment, training and direct management of personnel, maximised productivity through ongoing performance monitoring and review● Executed HR policies including sickness/absence monitoring and reduction; conducted staff 1-2-1s and appraisals, implemented performance improvement plans to enhance staff productivity● Regularly analysed workload and team productivity to plan resources to ensure efficient departmental delivery● Supported with high level decision making by performing analysis of online channels and market segment reviews● Applied commercial thinking to negotiate with Travel Agents and Tour Operators to secure high value contracts● Enhanced awareness of the company by attending conferences and industry events to network and promote company

● Identified and cultivated partner alliances that aligned and supported growth and market expansion; created detailed account plans to track partner progress and achievement to revenue and milestone goals● Recognised for strong commercial awareness, with the ability to identify growth opportunities, identified strategic growth sectors to increase and stabilise turnover● Drove contract negotiations, including modelling impact on revenue and product margins● Developed and managed a high performing team, continuously raised the bar and managed performance using best performance tools● Identified training and development needs through job analysis, appraisal schemes and regular 1-2-1s● Resolve operational issues on a daily basis to promote an environment of excellent customer service● and escalate priority issues to Operational Managers where necessary● Oversaw all daily / weekly performance meetings and shared best practice with colleagues for improvements● Utilised expertise to identify potential new methods of improving team and business efficiency raising customer satisfaction, service and retention levels

● Managed and developed a team of 300 employees across all shifts through a variety of motivational and analytical techniques● Owned objectives setting, coaching and performance monitoring staff● Continuously monitored all activities to ensure the smooth running of all ground service activities for Sri Lankan Airlines as well as other airlines, including passenger check-in, departure control, and airside handling of baggage

● End to end management for the Sri Lankan Airlines airport operations for nine scheduled flights a week into Kuwait● Achieved financial objectives by monitoring annual budget, scheduled expenditures, analysed variances, and initiated corrective actions● Drove customer service by creating strategies to significantly reducing customer complaints with the aim of delivering zero customer complaints ● Served as Acting Country Manager tasked with managing administration, sales and marketing in Kuwait