Operations Manager - Below Wing

Operations Manager – Below Wing

Reports to: Head of Operations

Location: London Heathrow Airport

Organisation: Heathrow Airline Operators Committee (AOC) Limited

Salary: £68,000–£72,000

Working pattern: Primarily Heathrow-based, Monday–Friday, with out-of-hours operational support required. Some flexibility for hybrid working.

About the role

Heathrow Airline Operators Committee (AOC) Limited is seeking an experienced Operations Manager – Below Wing to act as the airline community’s lead operational representative for airfield, ramp, baggage and related below-wing operations at Heathrow.

This is a senior operational and stakeholder-facing role, representing the collective interests of AOC member airlines and associate members, including ground handlers, across airfield operations, ramp services, baggage, cargo, ground handling, punctuality, operational performance, resilience and operational change.

The successful candidate will work closely with AOC member airlines, ground handlers, Heathrow Airport Limited, NATS, government agencies, regulators, service providers and the wider airport community. You will provide a credible, evidence-based airline and handler voice, ensuring decisions affecting below-wing operations consider operational, financial and passenger impacts.

You will build strong relationships, influence without direct authority and constructively challenge proposals, performance and expenditure where necessary, ensuring investment and operational activity deliver tangible benefits and value for money for AOC members.

Key responsibilities

Below-wing operational leadership

• Act as the principal AOC point of contact for member airlines and associate members on below-wing matters.
• Lead AOC engagement across airfield, ramp, baggage, cargo and ground handling activities.
• Maintain a strong understanding of operational performance, risks and airline and handler concerns across Heathrow.
• Work with Heathrow and the airline community to improve punctuality performance through below-wing improvements.
• Establish and support forums engaging airlines and ground handlers on below-wing issues, providing coordinated feedback to Heathrow.
• Represent airline and handler interests in operational decisions, improvement plans and change programmes.
• Identify operational risks early and develop practical mitigations.

Airline, handler and stakeholder representation

• Build trusted relationships with airlines, ground handlers, Heathrow, NATS, Cargo, Stand Planning, Security, UK Border Force and other key stakeholders.
• Represent the AOC at relevant airfield, ramp, baggage, cargo, security, resilience, punctuality and operational performance forums.
• Gather and represent airline and handler views, recognising individual priorities while supporting agreed community positions.
• Provide clear and timely updates to AOC members and senior stakeholders.
• Influence and challenge senior stakeholders without direct authority, balancing collaboration with robust challenge.
• Maintain effective two-way communication with AOC members to ensure the AOC represents the wider community.

Performance, service delivery and continuous improvement

• Monitor below-wing performance using KPIs, SLAs, punctuality measures and other agreed success metrics.
• Use data, operational observation and airline/handler feedback to identify performance gaps, risks and improvement opportunities.
• Work with Heathrow, NATS, ground handlers and service providers to develop measurable improvement plans.
• Hold service providers to account against agreed standards, SLAs and service obligations.
• Challenge performance where reporting does not reflect operational reality.
• Develop short, medium and long-term improvement plans with Heathrow and stakeholders.
• Propose practical solutions to operational problems and use stakeholder relationships to expedite delivery.
• Report progress on below-wing and airfield initiatives to the AOC Executive, supporting the Head of Operations.

Airfield, ramp, baggage and cargo

• Act as the AOC operational lead on airfield, ramp, baggage and cargo matters.
• Maintain engagement with Heathrow airfield management, baggage system providers, ground handlers and other service…