Job Description

As Punctuality Improvement Manager within Airside, Airspace & AFRS (AAA) Operations, you will play a key role in improving Heathrow’s day-to-day punctuality performance and supporting the delivery of extraordinary journeys for every passenger.

You will be responsible for coordinating and driving delivery of Heathrow’s Punctuality Plan, ensuring actions across collaboration, data & insight, capabilities, innovation, and the single portfolio/roadmap are implemented effectively.

This includes supporting airline and handler bi-laterals, embedding enhanced reporting, exploiting network, turnaround and passenger journey data, and ensuring internal and external operational teams adopt consistent practices.

You will chair the monthly On Time Together (OTT) community forum and play a leading role in engaging airlines/handlers in performance improvement, celebrating and sharing successes. Reporting to the Senior ATM & Punctuality Manager, you will analyse performance, identify root causes of delay, and work collaboratively with airline partners, ground handlers, NATS, internal teams and external suppliers to drive measurable improvements.

You will help colleagues understand how their work contributes to punctuality outcomes, motivate others to adopt a service-focused mindset, and promote a culture of learning and operational excellence in line with Heathrow’s values.

• Work collaboratively with airline partners, ground handlers and air traffic control/network providers, using data-driven insights to optimise flight punctuality and reduce operational disruption.
• Drive the implementation of the Punctuality Transformation Plan, aligning short-term improvements with long-term strategic goals, striving for excellence.
• Support the management of the core Air Navigation Services (ANS) contract, ensuring operational efficiency and supporting performance improvement.
• Inform requirements for our IT roadmap, including AODB, AOP, Stand Management System, Fixed Resource Manager, Turnaround Management, DCB and A-CDM developments.
• Develop strong relationships with internal and external stakeholders, including industry groups, to drive improvements in punctuality and performance.
• Support a psychologically safe working environment, promoting inclusion, continuous learning, and development opportunities for team members.
• Empower and upskill others by fostering a culture of knowledge-sharing, coaching, and mentorship within the team.

• Proven experience in operational leadership within a complex airport, airline, or air traffic management environment.
• Data savvy with experience in delivering continuous improvement initiatives, balancing operational performance with cost efficiency and risk management.
• Excellent problem-solving abilities, with a proactive approach to identifying and mitigating operational challenges.
• Strong leadership and influencing skills to ensure stakeholders deliver outcomes that meet regulatory and operational requirements.
• Excellent stakeholder management, communication and influencing skills, both internally and with external partners.
• Strong organisational skills with the ability to effectively prioritise workload either directly or by delivering through others.