` Shift Operations Manager at British Airways
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Job Details




Heathrow, England

Career Area

Cargo & Ground Operations



Job Description

Purpose of the Role

Delivering operational excellence in their area of the London Operation, playing a key part in the wider jigsaw of the London Operation for IAG Cargo on a day today basis. To lead, inspire and motivate a team of frontline Team Leaders and Agents to deliver the best possible service to our customers. Delivering high standards as productive as possible. Continually looking for ways to improve.

Key Accountabilities

  • Disciplined delivery of IAG cargo operating procedures at a local level to ensure legislative and operational compliance
  • Coach and support Team Leaders to run the day to day shift by ensuring that the environment, facilities, systems and materials are available to deliver a smooth and efficient operation
  • Manage team of direct reports including, Performance management, including regular 1-1s.
  • Accountable for the health, safety and security of the site whilst on shift to comply with operational and legislative requirements
  • To ensure open communications with a constant feedback loop at all levels
  • To ensure that the unit operates to the highest standards of customer service in order to maximise customer satisfaction
  • To manage data within multiple systems, ensuring a high level of customer service delivery and proactive customer recovery
  • Champion Customer Experience within the area
  • Support and drive the delivery of Area measures and performance standards
  • Support and take accountability for delivery of key assigned projects
  • Accountable for out of hours representation of the management team covering issues around health, safety and security

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