About the Role

Do you have a passion for operational excellence and enhancing the customer travel experience? This could be a perfect match.

Yours is the responsible for the development and execution of baggage service standards, mishandled baggage reduction strategies, and training programs to ensure a seamless guest experience.

You'll optimise processes across our network, collaborate with stations worldwide, and leverage data analytics to predict and prevent disruptions before they happen. 

A key accountability is to drive performance improvement using KPIs such as mishandled baggage rates, resolution times, and station-level MHB Scores.

A pivotal part of this role is to lead and govern the network-wide mishandled baggage strategy and training, including lost, delayed, damaged, and pilfered baggage processes. 

If you’re ready to lead with purpose, precision, and passion, and ensure every bag arrives on-time, we’d love to hear from you. 

About You

Degree qualified, you will demonstrate a minimum of 8 years in airport baggage services or ground operations, with at least 3 years managing large HUB baggage operations.

You are expected to have proven experience managing WorldTracer systems and baggage handling operations at hub or major international stations.

We’d love to hear from you even more if you have Trainer the Trainer certification and advanced certifications in baggage operations, mishandled baggage resolution, or ground handling.