Sami Suokas Email & Phone Number

End-to-end ownership of customer processes at airports globally. Business ownership for development and implementation including self-service and automation. Using analytical data to improve performance, airport capacity and efficiency. Developing Digital tools to support both personnel and customers. Working together with Product Team to implement changes to airport as per Finnair Modern Premium Airline concept.Recreating and re-imagining airport processes during and after pandemic. Setting standards for ramp-up and the new normal. Creating strategical value by enabling travel in current environment.

Leading the departure processes development in Finnair network including check-in and boarding processes, automation, self-service and digital services related to this area. Creating new enhancements and ways of working by innovating and participating in digital development. Enabling that process and policy goes together creating more value and better experience to our customers.

Helsinki Area, Finland

Leads the customer and baggage processes for Ground operations for the whole Finnair network. Compliance and development of customer and baggage processes, and leading the process owner and specialist team also in matrix. Continuous process development by innovation and following market trends and seaking new opportunities in digital and technical improvements. Continuous safety and compliance improvement.Process and product implementation into practice including relevant GOM ownership. Participating in wide range of cross functional team work through leading and participating in wide variety of projects. IT and digital development of customer and baggage processes. Ensuring that Finnair growth strategy is achieved in the scope of my field of responsibility.Substitute position for maternity leave.

Helsinki Area, Finland

Owns and develops the customer processes for Ground operations for the whole Finnair network. Running and participating in customer process related projects. Tracks and updates compliance related topics and manuals.Understands and actively benchmarks and follows the industry possibilities. Maintains and develops customer processes (main focus on departure and transfer processes). Implements the processes, actively promotes and supports customer experience unit in development.

Helsinki Airport

To provide safe, reliable, cost efficient HUB operations fulfilling customers’ expectations and Finnair’s strategy. Monitoring HUB environment and initiating immediate and appropriate actions in case of deviations or disruption, as required. Leads customer experience, ground handling, disruption and change management of daily operations at Helsinki HUB. Leading a team of subordinates with full managerial responsibilities.Keeping interest groups, stakeholders and Finnair management up-to-date on the HUB operation. Demanding and keeping up the high quality of HUB operations and driving KPIs in daily management, as agreed for processes.

Interim role during organisational development.

Helsinki Airport

HCC Duty Manager is in charge of the execution of the Finnair traffic plan at Helsinki Hub on the day of operation. Leading and managing the Ground handling performance for Finnair flights at Helsinki Hub by making use of the Customer and Handling Process Supervisors to accomplish the expected service level and results. Leading a team of subordinates with full managerial and HR responsibilities. Cooperation together with all Hub key stake holders. Continuous process and KPI improvement. Participating in different projects and Finnair FTP and FER.Key achievements• Deeper understanding of Hub performance and ground handling processes.• Development of leadership skills. • Goal and target setting.• Cooperation with key stake holders.• Irregularity management.• Governance model with continuous reporting to improve performance and process control.

Helsinki Airport

Customer Process Supervisor is responsible for the Finnair Customer Service and Transfer Process in Helsinki Hub on the day of operation. Also responsible for cost effective decision making and reporting on deviations for continuous Customer Service process development. Managing customer service in case of irregularities.Key achievements• Process management in production and development.• Better understanding of Finnair's transfer traffic performance.• Cost savings through better KPI performance and customer satisfaction.• Traffic monitoring and reporting on deviations.

Helsinki Airport

Handling Process Supervisor is responsible of Finnair turnaround and baggage processes at Helsinki Hub in co-operation with all parties involved. Is responsible of the prioritization of the ground handling activities for Finnair traffic at Helsinki Hub. Key achievements• In depth knowledge of handling processes and ground performance.• Learning to use different operational software, reporting, delay management and CDM.• Better understanding of performance and processes of different subcontractors.

Helsinki Airport

Directing daily operational activities in passenger services. Development of processes, quality control, managing irregularities and supervising employers. Ensuring that all aspects of customer service are handled properly. HR management and leadershipKey achievements• Personal growth as a manager for my own team.• All HR related issues with my own subordinates.

Helsinki Airport

Operational leader for ground handling including passenger and ramp services. Work included reviewing current processes and developing them for better quality and cost efficiency. Main focus in this was to improve the handling of irregularities. I also managed Service Supervisors.Key achievements• Management and leadership qualities.• Developing of new irregularity process for customer service in Helsinki.• Better understanding of general Ground Handling processes and performance.