Airport Coordination Limited
Coordination Manager
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Background
Airport Coordination Limited (ACL) was formed in 1992 and is now the largest and leading independent airport coordination and capacity management organisation in the world. Based near Heathrow, the Company manages over three million aircraft movements annually, carrying more than 600 million passengers each year through the 80 Airports it serves.
Overseen by the Worldwide Airport Slot Board (WASB), regulated in Europe, UK and Sydney, Coordination is the independent, neutral and transparent allocation of take-off and landing runway slots in a way that optimises available airport capacity while satisfying airline commercial requirements. Coordination is a key link in the aviation planning chain.
In addition to its core coordination function, ACL continues to develop new revenue streams through the development and implementation of additional coordination models to existing customers, the provision of schedule data sales, training and a wide range of consultancy services including forecasting. The Coordination team and in particular the Senior Coordination Manager takes a role in securing this incremental revenue and then delivering the services purchased.
Job Purpose
Accountable for the delivery of coordination services across a number of contracts. Assess and successfully conclude secondary escalations from stakeholders within the scope of the ACL escalation matrix.
Promote a culture of delivering the very best service all of the time. Direct and lead a team of Coordination leads and Coordinators in the delivery of coordination services that meets the contracted specifications but exceeds expectation in the way it is delivered and in advance of agreed deadlines.
Understanding our customers evolving business needs to ensure that ACL adds value at every opportunity. Identify areas of focus before it becomes an issue for the customer and proactively deliver solutions. Manage airport accounts and seek ways to support their development and growth using the Company’s knowledge, skills and services. Gather information that can be used to ensure ACL services remain relevant and meet the needs of our customers.
Develop the team to ensure they have the skill, knowledge and confidence to proactively suggest and deliver solutions to our customers. Development of a team of coordination leads to support their personal development to achieve their full potential for the benefit of ACL and the individual.
Manage and lead a team of Coordination leads, balancing workload across the team and ensuring delivery against objectives, set deadlines and as per customer requirements.
Develop and lead a change program that delivers consistencies and efficiencies across the coordination team including but not limited to the Coordination Excellence Strategy.
Managed outsourced suppliers to leverage the best outcomes for ACL.
Contribute to ACL strategy development and delivery of the ACL Business plan and maintain costs within budgeted levels and where possible reduce costs.
Represent ACL on industry committees to ensure that outcome meet ACL’s views and aspirations. Deputise for the Head of Coordination as required.
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Engagement
Work with other Coordination Managers in the delivery of the job purpose. Senior Coordination Managers will have engagement with industry stakeholders including service providers, regulatory bodies, airports and airlines up to CEO level.
Scope
- Reports to Head of Coordination
- Direct management responsibility for 3-5 Coordination Leads
- Indirect management responsibility for 14-20 coordinators
- Oversight and management of c45 coordination contracts
Principle Accountabilities
- Inspire, lead and motivate members of the Coordination Team to deliver Coordination Excellence. Oversee performance and provide coaching, leadership and development of individuals to maximise potential.
- Promote and actively develop team performance of the core competencies and behaviours as detailed in the competency matrix, behaviours and performance appraisal policy. Work with your team to develop and deliver Personal Development Plans.
- Act in a way that is compliant with the ACL Management Charter and ensure compliance across the team and act in line with ACL policy when not delivered.
- Measure performance as well as provide coaching, leadership and development of individuals to maximise potential – sets and maintains standards of performance, behaviour and delivery, and act when standards are not met.
- Responsible for ensuring compliance with Regulations and industry standards across the coordination team.
- Managing resource planning to ensure all activities are covered, delivered as required and to the agreed deadline.
- Support the team in contributing to Seasonal capacity declaration process to maximise capacity to meet expected demand.
- Contribute to the development, monitoring and reporting of KPIs that drive best practice including customer service, adherence to industry deadlines and standards, pro-activity and quality of coordination.
- Ensure the delivery and development of working practices to achieve ACL corporate KPI’s.
- Maintain high quality and timely schedule data, information and reports to interested parties; meet all the deadline dates of the scheduling calendar and response time standards.
- Take ownership of problems and manage solution delivery having sought advice as necessary and considered risks & mitigations.
- Find optimal solutions to scheduling problems and make best use of airport capacity; encourage cooperation between airlines and exercise appropriate discretion.
- Assist Airports and your team in maximising capacity by using best practice and developing new processes and solutions where none exist.
- Seek commercial opportunities to develop incremental revenue from the sale of additional services and system solutions, working with the Head of Commercial to secure commitment.
- Participate and/or deliver consultancy projects and special events as and when required.
- Ensure response to slot requests within response time standards and maintain accurate and up-to-date schedule database information.
- Participate in committees responsible for matters of airline scheduling and airport capacity; seek ways to improve capacity, utilisation, operational performance and scheduling flexibility.
- Contribute to system development to best place ACL to meet the changing needs of our customers and the wider aviation industry.
- Support delivery of new systems developments to Coordination teams.
- Implement new products as new business opportunities are identified and developed.
- Deliver a proactive and personalised service to airline customers, assisting where possible to solve their scheduling problems.
- Provide proactive account and relationship management for airport customers at all levels, delivering excellent service and enhancing the range of services offered.
- Fully understand and promote ACL Products and Services to new and existing customers on a commercial basis wherever possible.
- Comply and promote adherence to ACL policy and procedures.
- Contribute to regulatory and industry forums and assist in the preparation of formal responses to regulatory consultations.
- Develop the Coordinators to deliver the next potential Coordination leads and Coordination Leads to become the next Coordination Managers.
- Represent ACL at IATA Schedules Conferences and Schedule Optimisation Meetings as required.
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Compliance
- Act in a neutral, transparent, and non-discriminatory way at all times.
- Comply with all applicable rules, regulations, legal and statutory requirements.
- Comply with all applicable industry guidelines where appropriate.
- Comply with all aspects of Employment legislation including Health & Safety, Security, and Data Protection regulations.
- Comply with all Company policies and procedures.
PERSON SPECIFICATION
Qualifications and Knowledge
- Degree education in a relevant discipline (desirable but can be substituted by experience)
- Career in aviation with 10+ years experience.
- Broad and in-depth knowledge of the air transport industry.
- Experience of airport capacity management and/or airline network planning.
Skills
- Ability to take balanced decisions and anticipate pitfalls.
- People management experience.
- Effective delegation skills.
- Analytical skills – quantitative analysis, statistics.
- Customer service ethos.
- Interpersonal and communication skills.
- Report writing skills.
- Presentation skills.
- Planning and organisation skills.
- Cultural awareness.
- Languages – English essential, other European desirable.
Qualities
- Independently minded.
- Self-motivated.
- Analytical intelligence.
- High levels of integrity, ethics and standards.
- High levels of credibility.
- Ability to work under pressure.
- Ability to respond to changing business needs.
- Rational decision maker.
- Clear judgement.
- Politically astute.
- Good negotiator.
- Professional appearance.
- At ease with senior people.
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