Sheraz Nasir Malik

Security Manager Operations @Heathrow

Heathrow, GB

Responsible for the delivery of a compliant, safe, and customer-centric security operation, with a strong focus on operational excellence and the highest standards of passenger service, aligned with Heathrow’s vision To provide passengers with the best airport service in the world. • Ensuring consistent delivery of operational excellence across service, protection, and productivity, with a particular focus on passenger flow, airline satisfaction, and outstanding customer service within security operations.• Working collaboratively with Security Manager People and SM Compliance teams to maintain and enhance service standards and regulatory adherence.• Monitoring and delivering against SQDCP (Safety, Quality, Delivery, Cost, People) performance metrics, ensuring that targets are visible, tracked, and reviewed both on shift and over the long term.• Leading the on-shift response to operational deviations, ensuring effective delivery against key performance indicators including Redline, CAA & DfT compliance and customer feedback.• Providing matrixed leadership and support to Security Officers, ensuring aligned performance through in-the-moment coaching, structured briefings and reinforcement of standardised operational processes.• Ensuring clear and timely communication of updates to security protocols and operational changes, enabling consistent and compliant delivery by frontline teams.• Serving as the Incident Management Team responder for security and operational incidents, coordinating effective and safe responses in collaboration with the Airport Operations Centre and relevant stakeholders.• Implementing contingency plans during major incidents or disruptions, supporting rapid operational recovery while ensuring the welfare and safety of passengers and staff.• Acting as a key ambassador for Heathrow’s values, behaviours and service standards.• H&S Lead, ensuring full compliance with health and safety legislation and promoting a safety-first culture.