Terminal Business Baggage Operations Manager

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Job Description

The Terminal Baggage Business Manager leads process development, continuous improvement initiatives, and peak-period planning to achieve corporate baggage performance targets in collaboration with airlines and handlers. You'll lead operational delivery of Heathrow's baggage KPIs, drive continuous improvement, and build strong relationships with airlines, handlers, and partners.

Responsibilities

• Deliver Baggage Performance: Lead delivery of Heathrow's baggage KPIs (e.g., Misconnect Rate, Loaded Bag, Arrivals Delivery, Short Connect Transfers) and drive operational excellence.
• Continuous Improvement: Identify and implement opportunities to enhance transfer performance, share best practices, and foster a data-driven culture of continuous improvement.
• Stakeholder Engagement: Build strong relationships with airlines, handlers, suppliers, and HAL teams; influence performance through insights and chair key governance forums.
• Infrastructure & Projects: Sponsor business cases, provide operational input for SOP changes, and support delivery of baggage-related projects and minor works.
• Safety & Compliance: Champion safety culture, ensure compliance with health and safety policies, and maintain a safe operating environment through proactive incident management.
• Leadership: Lead and develop a team of shift-based managers and supplier workforce, ensuring consistency, collaboration, and focus on health, safety, and well-being

Qualifications

• Appropriate leadership experience within a relevant operational or airport baggage environment.
• Proven ability to develop strong customer relationships and demonstrate effective influencing skills.
• Excellent interpersonal skills with proven ability to negotiate, influence, and lead teams.
• Sound analytical skills, including the ability to interpret and present statistical and qualitative data, identify trends, and communicate insights clearly.
• Full UK driving licence [desirable]

About Us

There's something so special about working at the world's most iconic airport. Its sights. Its sounds. Its constant air of excitement. Heathrow is an amazing backdrop to a career filled with unique opportunities.

Every day, you'll discover a world full of fresh possibilities and end the day buzzing with stories to tell, as you encounter people from all cultures, nationalities and experiences. A world full of pride for what we do and no end of exciting career prospects to explore.

It brings out the best in all of us. And inspires everyone to deliver on our ambitious plans. Together, we're working to welcome millions more passengers while ensuring aviation can continue to be a force for good by leading global efforts in sustainability.

Join us on that journey and we'll help you achieve your ambitions too. Supporting you to learn, encouraging you to be yourself, backing you to achieve more than you might ever have imagined. Because there's no place like Heathrow.

Our rewards

We offer competitive salaries and excellent benefits that will support you now and in the future. As well as performance-based annual bonuses and our longer-term Share in Success Bonus plans, we also offer generous annual leave allowances and market-leading pensions. With family friendly policies, access to private health insurance and a wide range of wellbeing tools, we'll support you to be at your best inside and outside work. And of course, we'll provide varied learning and development opportunities too. Here you'll find everything you need for a fulfilling career journey that can take you in exciting directions.

Working Location

Our Hybrid working approach offers the opportunity for colleagues in some roles to work from home for an average of two days a week, providing the flexibility to work in an agile way whilst ensuring we deliver for the operational needs of Heathrow. Working arrangements vary from team to team and will be confirmed during the recruitment process. You'll need to be based in the UK and within a commutable distance to Heathrow.

Sustainable Travel to work

Heathrow's Sustainable Travel Guide sets out easy and sustainable travel options that everyone can access.

Equal Opportunities

As an equal opportunities employer, we encourage applications from all. We believe that diverse talent makes us stronger - not least because we welcome passengers from all corners of the globe, every single day. Heathrow is an accessible place to work. With five diversity networks, we champion inclusivity and celebrate individuality.

About the Team

Be part of this city within a city. Every year, millions of people travel through Heathrow. Joining our Engineering team means being at the heart of a complex operation whose size, scale and reputation for innovation are unique. We make sure the airport is always running smoothly and keep passengers and planes moving.

Our team touches all aspects of airport life - from water to energy, rail to roads, baggage systems to runways. The scope and variety of what we do is vast, spanning mechanical, electrical, water, civil, rail and environmental disciplines. Together we are responsible for the performance of 500,000 assets worth £14bn. It means there are always a wide range of interesting development, construction and maintenance projects to get involved with. And a lot of ways to develop your skills, career and reputation.

You'll be part of a close-knit, driven team, taking on work that you can take real pride in and feel passionate about. It's an exciting place to be, where every day, you'll discover a world of fresh possibilities and you'll be mentored by world-class experts every step of the way.