Unit Manager Passenger Services
KLM Royal Dutch Airlines
Total years of experience :7 years, 4 Months
As Unit Manager I am responsible for the flight preparation and passenger boarding activities of all intercontinental KLM flights.
• KPI’s: Operational Performance, Customer Experience, High Performance Culture Change program.
• 20 direct reports, ± 200 FTE total.
• ±€ 32M annual budget
Significant Highlights:
- Pioneering role in handling a transitional reorganization towards a High Performance Organisation and guiding 250+ frontline staff members through a revolutionary period, while securing excellent ongoing business levels.
- Ideated and designed a new boarding vision aimed at improving customer experience and operational safety and performance; while saving 15-20 FTE per year.
- Significantly improved boarding punctuality (53% -> 67%) and absenteeism figures of frontline staff (9.8% -> 5.8%).
High potential program consisting of four 6-months assignments focused on advising Management Team on process optimization, customer driven solutions and leadership, whilst following intensive management training
- KLM Benelux: As Deputy Director Sales & E-commerce, I critically assessed the work flows of different teams and guided them into a new way of working.
- KLM Crown Lounges: As VIP & Hospitality Manager I oversaw 10 supervisors, ±90 FTE in total, with accountability of running and improving daily business.
- Air France-KLM Cargo: Redesigned and digitized the customer service proposition in assignment of the Air-France-KLM Management Team.
- KLM Cityhopper: Designed & implemented KLM Cityhopper’s portfolio management strategy to optimize their overambitious project portfolio.
- Executed consulting projects aimed at advising HR departments and Management Teams how to improve recruitment / talent management / leadership strategies.
- Training and coaching HR and Management in the effective use of the online assessment portfolio to assess the qualities and development needs of their people.
- Contributed in generating new business, with key involvement in managing existing customers.
- Execution of Behavioural Change Therapy for the treatment of children and adolescents diagnosed with eating disorders.
- Advanced personality, autism and ADHD assessment.
Specialiaztion in: - Industrial and Organisational Psychology - Clinical Psychology
