Career
Professional Brand
Dynamic experienced hard working individual with excellent management and people skills. I am a well-motivated, hardworking, enthusiastic and mature individual who takes pride in the quality and consistency of my work. I have shown my drive by excelling up skilling myself to 5 different roles within Heathrow. My adaptable nature means I am reliable, eager to learn and able to adjust to diverse working environments. I have developed excellent communication and interpersonal skills through my experiences with the MET police and Heathrow.
Terminal Manager - Heathrow Terminal 5 April 2010 - present
· I inspire, motivate and lead our 85 Security Managers and operational teams to strive to deliver the best airport service in the world for our passengers
· I Work with my Heads of Security to ensure that the terminal meets its targets financially and meeting customer satisfaction.
· I continuously lookout for new and innovative ways to improve operational effectiveness and the overall customer experience
· I strive to understand the needs of the wider business and communicate these effectively to your Security Managers and operational teams.
Achievements
· I have lead, developed my teams through coaching and support to achieve the operation. Providing customer satisfaction to the highest level in what is known as the busiest Terminal at Heathrow.
· I have been proven to be an effective coach with strong operational skills who delivers agreed objectives.
· My strong customer focus whilst working with Heathrow’s strategic direction has allowed me to be successful in my roles throughout my roles.
Security Compliance Manager
· Assuring that all front-line operations at Heathrow are operating to pre-defined Security Standards; these Standards are defined by UK and EU Regulations.
· Interacting with various internal and external colleagues and lead the way as part of a team when Heathrow is subject to formal Audit and Inspection activity.
· I proactively engage with a variety of internal and external stakeholders to ensure that Security Standards are being achieved, and that we continue to balance Compliance and overall Security Protection, around all our key activities of our internal Security Triangle; Service, Efficiency and Safety.
· My role is operationally focused with continuous improvement always at the top of my agenda
· I support the Senior Leadership Team in significant amount of project and program activity to support the wider function.
Achievements
· Strong knowledge of Security function and overall objectives which led to a successful 97% CAA Audit score for Terminal 5
· Successfully set up the First Wing which shows a good track record of delivering change by working with multi-Stakeholders to implementing improvements for passenger experience whilst staying compliant.
· Maintained a high level of inspection and covert results through CAA and Redline testing. This was achieved by my ability to analyse and interpret current performance metrics, with experience in driving change and performance improvements by indirectly leading a Team of Security Managers and 1400 Security Officers.
· I have shown a high level of personal resilience while working in a very demanding and busy operation whilst managing my time to meet Heathrow objectives and personal goals.
Security Manager
· I have played a proactive part in inspiring my team to create the best airport security experience through exceptional performance in safety, protection, service and efficiency.
· skilled in my current role, I have a good understanding and practical experience of our operation and a good reputation; this also means having no live disciplinary sanctions and not being on stage/level 2 of the attendance management process
· As a Security Manager I have shown the ability to see potential problems before they arise and can quickly identify, resolve and look to continuously improve in the operation.
· I have always been aware of the security environment and what challenges we face with large passenger number along with the resourcing we have within terminal which has always helped me be a proactive and effective Security Manager.
· I have shown my skills by being professional at all times and understand the needs from not only Heathrow to stay complaint, efficient and safe but also be leader to our teams and guide and support them in their future progress.
Security Flow Coordinator
· I have shown a great amount of operational knowledge by working with our daily plans and passenger forecast I have been successful in my ability to work with teams and quickly identify problems which may occur.
· I showed ability to engage with teams to improve performance by providing correct and important information when needed to have a positive and more effective operation.
· Having the correct information and finding the most effective way to communicate it has been the key in my success as a Security Flow Coordinator.
Achievements
· Provided exceptional service by protecting our Service Quality Rebate
· Working with stakeholders and partners to provide a an efficient service and safe service
· Maintaining a high Quality Service Measure score which has made us an award winning terminal for a number of years running.
Making Every Journey Better Project Coordinator
· I have shown my understanding of how important it is to improve not only for our passengers and stakeholders but also for our teams we work alongside.
· Completed projects by understanding the balance of cost and improvement and how effective it can be to make us successful in what we do was very valuable.
· Introduced new ways to maximise customer service in a front line role while staying compliant with security requirements
Security Officer
· Providing a safe and courteous environment for passengers as they start their journey through Heathrow
· Giving proactive support to customers on a daily basis
· Resolving customer complaints in a professional manner
