Baggage Services Manager

Description

To lead the delivery of end-to-end baggage performance across the Heathrow campus during operational hours. The role leverages operational data, insight and stakeholder engagement to drive continuous improvement in baggage performance across airlines, ground handlers and third-party partners, while ensuring safe, secure and efficient baggage operations that support an excellent customer experience.

Key accountabilities include the delivery of operational performance targets, effective senior stakeholder management, compliance with safety and security standards, continuous improvement initiatives, contingency planning and implementation, and the proactive identification and mitigation of operational risks.

This role profile supports recruitment for either a Terminal Baggage Services Manager or an APOC Baggage Services Manager. While both roles share the same purpose and core accountabilities, they differ in operating environment, reporting line and day-to-day focus.

The Terminal Baggage Services Manager provides operational leadership within a terminal environment, ensuring facility readiness, operational resilience and on-the-ground support for baggage operations.

The APOC Baggage Services Manager provides campus-wide oversight of baggage operations, coordinating resilience activities, enabling data-driven decision making, and delivering dynamic operational control through the Airport Operations Centre (APOC) and extended APOC teams.

Shift Work / Variable Shifts

• Earliest start time: 05:00
• Latest finish time: 22:30
• Contracted hours: 40 hours per week

Please note: this vacancy may close earlier than the advertised closing date if a sufficient number of applications are received. We encourage you to apply as soon as possible to avoid disappointment.

Responsibilities

• Baggage Performance Management – Lead delivery of key baggage performance metrics (MCR, QSM and at-risk bags), using operational data and real-time insight to drive decisions, interventions and performance improvements. Act as the primary escalation point for baggage operations.
• Operational Leadership & Stakeholder Management – Serve as the baggage subject matter expert within either the APOC or terminal environment, providing operational leadership, influencing airlines, handlers and service partners, and driving alignment against Heathrow performance targets and operational plans.
• Safety, Security & Compliance – Promote a strong safety culture, ensure compliance with all health, safety and security requirements, conduct operational assurance activities, and support business continuity during security or operational incidents.
• Baggage Facility & Service Delivery Management – Ensure baggage facilities, systems and resources operate safely, efficiently and within design capacity. Work closely with strategic partners to optimise operational performance and customer outcomes.
• Continuous Improvement & Change Integration – Drive continuous improvement initiatives across baggage operations, implement data-led operational enhancements, and provide baggage expertise to support projects, capital works, airline moves and operational change activities.
•  Contingency Planning & Operational Resilience – Lead the implementation of contingency plans, coordinate responses to disruption, manage operational risks and ensure lessons learned are captured and embedded to strengthen resilience.
• Financial & People Leadership – Deliver improvements within agreed budgets, maintain accurate operational resource records, and provide day-to-day leadership and support to Baggage Operations and O&M teams on a shift basis.

Qualifications

• Strong analytical and IT skills, with the ability to interpret complex operational data and communicate insights clearly to different audiences.
• Proven ability to perform effectively in a fast-paced, high-pressure operational environment.
• Excellent verbal and written communication skills.
• Strong stakeholder management, influencing and negotiation skills at all levels.
• Demonstrable leadership experience within a complex operational environment.

Desirable

• Level 3 Aviation Security compliant.
• Leadership experience within an aviation, transport or service operations environment.
• Experience working in a customer-focused, multi-stakeholder and/or multi-site operation.