Samira Baig

Services Terminal Manager - Terminal 2 @Heathrow

GB

Strategic Planning & Execution: Develop and deliver a terminal ownership plan that delivers on our core operational and customer accountabilities. Set out your vision that aligns with Heathrow’s digital and service transformation goals.Operational Leadership: Lead the safe and efficient delivery of terminal services, ensuring compliance with Heathrow Fire, Health & Safety standards and regulatory obligations.Digital EnablementPerformance Management: Drive terminal and strategic partner performance using Operational and Service KPI’s including punctuality, QSM, ASQ, to deliver consistent, extraordinary journeys every time for our customers.People LeadershipStakeholder Collaboration: Work across functions—Security, Engineering, Customer Retail, APOC, Operational Planning, —and with trade unions to deliver a unified and future-ready terminal operationFinancial Resilience: Manage service delivery within budget, identifying opportunities for cost efficiency and reinvestment in service innovation.Change Leadership: Implement strategic and operational changes, ensuring smooth integration into the terminal environment and alignment with Heathrow’s long-term vision.Passenger-Centric Culture: Embed Heathrow’s Service Signature and Values into every aspect of the terminal journey.Terminal Leadership – work effectively across the Services Manager (Terminals) management team to support each other and to Heathrow meets our operational and service accountabilities.Business Continuity & Resilience: Ensure that we have up to date and exercised action cards and contingency plans that enable us to maintain and recover operations.Airline Governance: Lead our airline governance Terminal Community Meeting forums. Ensure that content and notes are produced in line with our CAA License requirements.Part of an operational leadership team and deputise for other Services Managers and the Head of Services – Terminals where required.