Tom Holroyd Email & Phone Number

London Gatwick Airport, England, United Kingdom

Led the Heathrow Learning design and delivery teams to develop and execute all learning solutions for Heathrow’s Service and Security functions, comprising of mandatory aviation training, customer service and leadership development. Successfully balanced the needs of the operational demand versus the legislation demand of compliance training while maintaining a challenging budget. Through close partnerships, developed and maintained excellent working relationships with operational leadership teams, the regulator and third parties to ensure that Heathrow’s learning solutions met all business, regulatory and legal requirements whilst positively influencing the perception of learning at Heathrow and driving positive change. Used forecast information and customer insights to create learning strategies that supported the frontline teams to “Build back better” in a post Covid world

The Security Transformation Programme was created to focus on Heathrow's future security experience which meets the needs of colleagues, passengers, airlines and cargo operators for the next 10 years in an ever evolving threat environment.As Business Change Manager my role was focused on developing a continuous improvement culture to create a transformational performance based security experience. I led a small team and worked collaboratively with a business wide matrix team to design, develop and evaluate innovative and efficient processes based on identified areas of opportunity, including security processes and legacy ways of working.

Project managed complex change programmes for Heathrow’s Security Function; delivering operational performance improvements and supporting the introduction of new technology. Accountable for the overall direction, co-ordination, implementation and completion of specific projects. Ensured consistency with company strategy, and programme direction with a clear focus on colleague centric activity.Collaboration with the Security Leadership Team, operational business units, front line colleagues and internal and external stakeholders to ensure that projects are delivered against objectives.Senior Leader in the business responsible delivering the company vision and strategy, whilst being a role model of company behaviours.Led the Operational Change Programmes for Security on Innovation, Continuous Improvement, Uniform and Standards and Passenger flow and experience through security.

London, United Kingdom

Responsible for the daily operational / resourcing / training plans and for making appropriate plans with the team to succeed in the delivery of exceptional operational performance in colleague and passenger safety, security compliance, service and efficiency Work with the Head of Security to deliver the operational plan and understand on-shift performance, responding appropriately. Working with the Airport Operations Centre, Security Flow Managers and Customer Relations and Service teams to effectively respond to any plan deviations or contingency scenarios Brief the on-shift team of Security Managers to ensure they are well informed, enabled and motivated to lead their teams and the operation to deliver exceptional standards of performance in colleague and passenger safety, security compliance, service and efficiency. Team management including one to ones, personal development, absence meetings, return to work and investigations.Project work, attending and chairing meetings to manage areas of governance which drive continuous improvement and business compliance. This includes managing the central search area by meeting all CAA requirements regarding all security procedures, keeping all passengers flowing through security, resolving problems quickly and efficiently to maintain a targeted passenger “flow rate”. Monitoring the performance of the Security operation standards, and guidance. Acting as a mobile operational manager to deploy to incidents as they happen around the airport, trained in all Airport Emergency Orders, Contingency plans and Operational Protocols.

Responsible for the daily operational / resourcing / training plans and for making appropriate plans with the team to succeed in the delivery of exceptional operational performance in colleague and passenger safety, security compliance, service and efficiency Work with the Head of Security to deliver the operational plan and understand on-shift performance, responding appropriately. Working with the Airport Operations Centre, Security Flow Managers and Customer Relations and Service teams to effectively respond to any plan deviations or contingency scenarios Brief the on-shift team of Security Managers to ensure they are well informed, enabled and motivated to lead their teams and the operation to deliver exceptional standards of performance in colleague and passenger safety, security compliance, service and efficiency. Team management including one to ones, personal development, absence meetings, return to work and investigations.Project work, attending and chairing meetings to manage areas of governance which drive continuous improvement and business compliance. This includes managing the central search area by meeting all CAA requirements regarding all security procedures, keeping all passengers flowing through security, resolving problems quickly and efficiently to maintain a targeted passenger “flow rate”. Monitoring the performance of the Security operation standards, and guidance. Acting as a mobile operational manager to deploy to incidents as they happen in the Terminal, trained in all Airport Emergency Orders, Contingency plans and Operational Protocols.