Stephen Cox

Experience

• 

  Bitish Airways

  Nov 1994 - Dec 2016

  Work with BA’s airline partners to implement new alliance selling arrangementsAssess and resolve live issues with our partners and system providers to ensure quick resolution and speed to marketEnsure partner schedules are aligned to maximise revenue opportunitiesMaintain codeshare schedule and inventory integrity including partnership selling class changesAccomplishments:Identified opportunity to improve group space processing and implemented workable solutions that improved flow, reduced cost and maximised revenueSaving the Atlantic Joint Business £250,000Developed and implemented a proactive marketing strategy to promote BA and partner airlines networks to a potential readership on 3.7 million Show less Responsible for managing multiple projects for Ramp operations, . Objectives to drive punctuality improvements and deliver operational excellence Identifying shortfalls in current process. Stakeholder management. Identifying shortfalls in current process. Planning and organising cross functional workshops and road showsAccomplishments:Breaking down barriers across Customer and Ramp operational teamsSuccessful gap closure in cross departmental functions by arranging tours across departments, improving communications and working relationshipsInvolved colleagues from Ramp, Customer Services and Babcock in reducing missed bags by using root cause data to provide continuous learningDeployed to New York as part of crisis management team to assist in hurricane Sandy recovery Show less Problem bag Team ManagerLed and managed a specialist team within baggage. Direct reports 36Worked closely with external suppliers who maintain and operate the T5 baggage system, improved data understanding across suppliersWorked with CI teams across Heathrow to improve operational performanceEnsure staff were working in a safe and secure environmentMaking sound decisions in fast-moving cross functional operational environment. Driving accountabilityAccomplishments: Relationships built with trade unions in tough unionised environmentMandated for colleagues to gain permission to leave work, a first for BA Ramp at Heathrow. A key change in behaviorEnsured upskilling and on-going development of teams technical skills via briefings, 1-1’s and continuous improvements techniquesCost and manpower levels reduced, Perished hours reduced Show less Maximised overbooking benefits within corporate offload/downgrade targetsEnsure flights are set up to take into account periods of unusual demand and special eventsRegularly review and monitor route geography and revenue performanceAccomplishments: Successful change in BA fare rules by applying restrictions to improve revenue flowYield and volume increases on previous year on Glasgow and Manchester routes. Reduction in wasted inventory on domestic networkSuccessful special eventing for high demand events like Champions League Show less

  • Global Contact Centre Supplier Executive

    Aug 2015 - Dec 2016

  • Partnerships Executive

    Mar 2013 - Aug 2015

  • Continuous Improvement and Delivery Executive

    May 2012 - Mar 2013

  • Ramp Services Team Manager Terminal 5

    Oct 2011 - May 2012

  • Continuous Improvement Executive

    Oct 2010 - Oct 2011

  • Ramp Services Team Manager Heathrow

    Dec 2009 - Oct 2010

  • Pricing and Inventory Executive

    Jun 2009 - Dec 2009

  • E-Ticket Project manager

    Aug 2007 - Jun 2009

  • Flight connections & Sales Agent

    Apr 1996 - Aug 2007

  • Project Executive Ticket Desk Strategy

    Jun 2006 - Jun 2007

  • Telephone Sales agent

    Nov 1994 - Apr 1996
• 

  Gatwick Airport

  Jan 2017 - Aug 2017

  Commercial Operations Manager

  Responsible for the Passengers with Reduced Mobility contract for Gatwick Airport which accounts for over 500,000 Passengers per yearWorking closely with external bodies including CAA, Passenger Advisory Group and disability organisations to ensure Gatwick Airport continually improves on service levels.Managing a high value budget in a challenging operational environmentManaging the contract re-tender to exceed EU1107 regulations and improve operational efficiency Working closely with media teams, and passenger communication teams to ensure Gatwick Airport delivers World Class service and maintain reputation Show less

• 

  Wilson James

  Oct 2017 - Oct 2018

  Training Project Manager

  Operational Readiness projects at Heathrow Airport involving a diverse group of stakeholders across multiple terminals.Managing compliance, operational & financial performance of Aviation Security contracts for Commercial and FBO operators at several UK airportsWorking with regulators and airport authorities to ensure complaint operations including successful CAA auditsManaging contracts to ensure delivery of agreed SLAs and Customer Service

• 

  Sky

  Dec 2018 - Mar 2022

  Business Analyst - Change Delivery

  Collaborating with stakeholders at all levels across multiple departments to ensure business needs are met and operational areas are prepared for changeUsing Business Analysis toolkit to problem solve and create solutions across the full project life cycle.Delivering full business analysis support to capture business requirements, conduct impact assessments and process mapping customer journeysCreating and reviewing Operational Readiness support to ensure compliance and provide colleagues the tools to provide excellent customer experiencesWork with stakeholders across the business to create and deliver robust customer communications and an enhanced digital experienceSupporting the Launch Control centre for several successful project launches for Sky Show less

• 

  HM Revenue & Customs

  Mar 2022 - now

  Leading the Business Assurance & Insight team to provide a three-dimensional view of the operation and experience of our customers through understanding customer contact, behaviour, and experience.Providing operations centric counsel to the business in live service delivery.Being proactive and inquisitive and highlight business risk and issues through high quality analysis and storytelling to present actionable operational intelligence. Bridging the gap between key stakeholders & the business. Facilitating collaborative communication of challenges & priorities, acquiring specific delivery partner support when required.Driving Continuous Improvements in delivery of Customer Experience and operational efficiencies Show less Uncovering opportunities for multiple contract financial efficiencies through management of KPIs and the use of enhanced Management information Supporting strategic reviews of future operating models in support of extension and re-procurement conversations with Policy, Commercial and Finance teamsLeading analysis of operational and financial reports to drive value for money across the TSS operating model which included 60% efficiency in some key customer journeys.Presented compelling evidence to gain significant savings and operational efficiencies to benefit customers and operational performance. Show less

  • Head of Business Assurance & Insight (PAYE)- PT Operations

    Jun 2024 - now

  • Partner Manager

    Mar 2022 - Jun 2024