Cyrille Broche

Experience

• 

  British Midland International

  Sept 2001 - Aug 2004

  Sales Desk Service Controller

  * Ensuring optimum and smooth running of the operation through resource management (approximately 6000 passengers a day) * Continually ensuring safe and punctual operation is delivered * Actioning service recovery in the event of operational disruption or escalated customer complaints* Communicating at all levels to ensure staff deliver clear and consistent information to customers * Challenging operational processes and procedures to constantly improve product delivery* People Management (20 Sales Desk Agents):-Applying attendance management policy to staff concerned -Providing staff assessments, promoting motivation and objective setting-Providing feedback for professional development and coaching-Encouraging cross departmental job shadowing Show less

• 

  British Midland International

  Aug 2005 - Nov 2012

  *Deputy to the Airport Services Quality, Training and Support Manager *Design and development of effective, high standard training solutions – including technical, procedural and soft skills *Delivery of high quality training by adopting business goals, vision, values, strategy and culture*Training locations: UK, Europe, Middle East, Africa and Asia *Identify shortcomings in the quality and attributes of service to our customers and facilitate adequate training as a result *Establish strong relationships with airport managers and their teams to achieve high customer service performance and exceptional business results*Request systematic feedback post training in order to promote a continuous improvement policy*Provide post training support to our Customer Service and Ticket Offices teams across the entire bmi network*Accountable for all customer service recruitment and managing recruitment process entirely whilst adhering to legislation and local procedures*Active involvement in ad-hoc projects required by the airline to improve, correct, implement or setup processes and/or procedures related to airport services*Create innovative training and development solutions by focusing on individuals’ requirements Show less * Created the role and introduced all recruitment strategies, new assessment days, new staff induction programme and updated recruitment documentation* Introduced and manages a new online web based recruitment system * Responsible for a £6 million yearly budget* Accountable for all customer service recruitment and managing recruitment process entirely whilst adhering to legislation and local procedures* Responsible for 300 staff’s succession planning, development and promotion* Ensuring headcount figures meet operation requirements at all times by designing new and efficient recruitment strategies* Managing all recruitment from junior agent position to line manager role* Composed and updated all job descriptions, employee specifications, interview questions, written tests, group exercises and recruitment presentation* Strategic approach to target, identify and attract potential high calibre talent within budget and to agreed quality standards* Built relationships and maintained partnerships with 3 universities in order to attract and meet potential high calibre staff* Organising and managing recruitment events fortnightly. Up to 60 candidates per recruitment day* Monitoring the recruitment team’s performance and addressing any issue* Training, coaching and supporting recruiters to ensure highest standards of recruitment delivery* Managing relationships effectively with line managers and applicants by providing outstanding customer service* Point of reference for all worldwide offices* Training Management:-Appointed and supported a high performing team of 5 training officers reporting directly to me -Accountable for designing, developing and delivering training required by legislation Show less

  • Senior Service and Development Instructor

    Sept 2010 - Nov 2012

  • Recruitment and Training Specialist

    Aug 2005 - Sept 2010
• 

  British Airways

  Sept 2012 - Jun 2017

  -Lead, manage, inspire and motivate a team of 16 Senior Crew, 4 Base Administrators and 200 Cabin Crew based in Mumbai, Delhi, Bangalore, Hyderabad and Chennai-Manage performance by ensuring customer scores are achieved: Mystery Shopper reports, Online customer service surveys, on-board personal message delivery rates, text message surveys-Negotiate regularly with Union on employment terms-Authorise pay, allowances awards, deduction of pay and bonuses-Conduct regular base meetings to ascertain team’s issues, motivate, inspire and address issues Senior Crew and Base Administrators performance and attendance management-Conduct annual reviews for Senior Crew and Base Administrators-Lead disciplinary investigations, cases to answer, hearings and dismissals-Manpower planning: recruitment of new entrants and effective utilisation of crew operationally Achievements:-Was offered this secondment as part of my development-Familiarisation with local Indian employment regulations and labour laws-Improved relationship with Airport Management teams-Defended company’s interest at Mumbai Labour Commissioner meeting against Union’s claims Show less •Lead, manage, inspire and motivate a team of 14 Cabin Service Directors, 34 Customer Service Leaders and 102 Main Crew, creating a high performance culture to ensure consistent delivery of world-class customer service•According to the 2012-2013 Crew anonymous survey, 84% of my crew feel I listen to them, 82% feel I treat them with respect and 88% feel I communicate openly and honestly. This highlights my supportive, inspiring skills and my strong sense of teamwork •Overall Customer Service scores improved by 1.025%•During Annual Reviews, set performance standards and drives performance management processes. Review & monitor performance across the team regularly •Hold monthly Management/Trade Union meetings in order to discuss workforce’s wishes and negotiate on their demands •Attend regular disciplinary and attendance meetings and adhere to internal policies in order to minimise potential legal cases •Played a major part in setting up the Mass Disruption procedure•Proactively seek opportunities to work cross-departmentally and with other areas of the business. To build effective working relationships around BA and with key service partners, offering to support ground colleagues during disruption, passing valuable crew/customer feedback to working groups around the business•Hold monthly onboard assessments with Senior Cabin Crew and annual reviews in order to optimise effectiveness, using personal development plans •Focus on recognition of good performance using customer feedback and compliments•Develop effective working relationships with Trade Union representatives when applying British Airways policies and procedures •Part of the Recruitment Team for Cabin Crew. Worked along the India Base Manager and took part in the recruitment process for Senior Cabin Crew Show less

  • British Airways Senior Cabin Crew Manager

    Feb 2016 - Jun 2017

  • British Airways Country Manager (India)

    Apr 2015 - Feb 2016

  • British Airways Cabin Crew Manager

    Sept 2012 - Apr 2015
• 

  Great Western Railway (GWR)

  Jun 2017 - now

  -Work collaboratively with various departments by engaging with a wide range of internal and external stakeholders: IT, Programme Assurance, Commercial, Property, Network Rail, Swindon Council, HR, Driver Local Management Teams, Finance, On-Board, Safety, Procurement, contractors (Kerr, Star Sign Derby), Marketing, TPU, Operations Standards, Stations, Engineering, Union and Health and Safety representatives) to deliver positive results for the business and ensure the Driver function's requirements are clear and understood Working on a wide portfolio of projects with the ability to prioritise competing objectives and deadlines: -Swindon depot implementation -Bristol Parkway Depot implementation -West Ealing Depot implementation -Cardiff Depot implementation -Various Driver accommodation improvement initiatives-Currently introducing a consistent governance structure for all accommodation projects by working collaboratively with Commercial Senior team and other business departments (On-Board, Stations, Fleet and Training) -Created and maintain Project Management documents to meet all Programme Assurance Office requirements: Project Scorecards, Workfront system, Project Management Plan, Project Initiation Document -Improvement of processes which link Commercial and Operation functions to minimise cost and simplify procedures -Working closely with Local union, DDC and Health and Safety representatives to ensure involvement and positive outcome of projects for the business and colleagues alike -Attendance of DDC, LDC and Health and Safety meetings to ensure Union representatives’ agreement Ensure all Safety and Operational requirements are satisfied Achievements: -Opening of Swindon depot despite various IT, Commercial and Project Management challenges -All Drivers selected and trained within deadline -Created and maintained crucial relationships efficiently and rapidly with internal and external key stakeholders Show less Responsibilities: -Responsible for the overall running and performance of the Great Western Railway Reading Driver Depot -Consistent delivery of a safe, punctual and cost-effective Driver workforce -Management of a large budget within given parameters -Responsible for meeting Railway Safety requirements: successful Safety audits and efficient management of operational incidents -Managing and developing a strong, positive and efficient relationships with Local Union, Health and Safety and DDC representatives to meet business needs as well as colleagues' -Resolution of several serious HR cases -Development of effective inter-departmental relationships: HR, Finance, Stations and On-Board teams, Catering, Business Planning, Safety, Performance, Standards, Learning and Development -Management of 12 Driver Standards Managers: build, lead and develop a successful team -Accountable for the overall performance of 200 Train Drivers against set KPIs, Operational and Safety Performance targets -Strong engagement strategy with Driver Standards Managers, Drivers and Administration team -Accountable for operational incident investigations, trends and improvement strategies -Effective resource management by providing efficient roster linking and diagramming -Provide assistance to Resource Department to ensure adequate Driver roster coverage Achievements: -Introduction of 387 traction and Driver traction training -Successfully passed Train Driver course to develop technical skills -Safety audit passed with encouraging results -Your Voice survey: 83% return rate -No report of “Signal Passed At Danger” in 18 months -Removal of vacant link lines to improve Driver coverage -Improvement to attendance management local processes -Put in place a solid Recruitment strategy to ensure future viability of depot Show less

  • Property Project Manager

    Jun 2018 - now

  • Driver Depot Manager

    Jun 2017 - Jun 2018