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Miguel Teixeira

Business Management, Aviation, Customer Service and People Manager

Summary

Specialist for Business Management, Airline Operations, Customer Service and Cabin Crew management and training with extensive knowledge of business processes changes, product development, front line customer experience, project delivery and Hotel Operations.

10+ years experience in the Aviation and Hospitality industry across various international markets such as Spain, UK, France, and Australia and diverse work labor regulatory bodies. Multi-lingual, extremely organised, dynamic, pro-active and highly adaptable to new situations, with strong people management skills in challenging environments and critical phases of change.

Strong skills with business management, organization and change, performance management, team building , Human Resources, Union negotiations and product development with process review and efficient implementation timelines.

Work History

Manager Ground Operations - Australia

Fiji Airways
Mar 2015Present

Key Responsibilities:

  • Oversee all customer service ground activities for day-to-day operations at designated area airports. Establish and maintain high standards of safety, security and customer service in accordance with Company policies. Manage entire area operational requirements in terms of OTP, Safety, Customer experience, Revenue and Compliance
  • Procure Ground Handling contracts and other SLA with different business partners and monitor codeshare agreements and JV with other airlines and stakeholders.
  • Ensure overall station compliance as well as compliance of personnel with administrative policies, procedures, safety rules and any Company or government regulations.
  • Responsible for meeting all operational performance targets as well as monitoring and controlling the Region operating budget..
  • Manage end-to-end disruptions, working with Operations (OCC) in developing strategic plans and implement across the region
  • Drive implementation of changes and process across the Region

Achievements:

  • Successful implementation of Bag Drop across the entire Region
  • Achievement of 100% On-time Performance over 8 months
  • Nil safety accidents and 100% Desktop Audit Performance 
  • Increased of customer satisfaction results  by improving the Region products and services developing consistency and seamless processes
  • Decrease of Direct Operating Costs by establishing new processes
  • Opening of new market / station: Adelaide

Cabin Services Country Manager - France

easyJet airline
Sep 2013March 2015

Key Responsibilities:

  • Ensuring all the region management teams are fully conversant with the Operations Manual and that all  safety standards are complied with at all times
  • Leading the region cabin crew and management workforce in country level and manage multiple locations in Country - circa 650 crew members
  • In liaison with local HR Managers/business partners, maintain the cabin crew terms and conditions to reflect legislative changes and balance the cabin crew business requirements. Lead disciplinary and grievance procedure management
  • Support the Head of Cabin Services in leading employee relations agenda and ensure consistency and fairness, added value and the delivery of a high performance culture, coaching the management team ensuring brand integrity and company values
  • Ensuring cabin crew recruitment and training targets and quality are achieved and Cabin crew Rostering and Compliance is met across the Region
  • Implement and streamline company processes across the Region

Achievements:

  • Successful outcome in union negotiations on Cabin Crew Pay deal
  • Opening of two new operational bases in the Region
  • Reduction of Cabin Crew absence rates of 5% implementing a new follow up process with the local team
  • Increase of on-board customer satisfaction results by 20% 
  • Increase of employee engagement by 30%

Cabin Services Base Manager - Paris CDG

easyJet Airline
Sep 2012Sep 2013

Key Responsibilities:

  • Responsible for a strong safety culture at base reflected by timely and accurate reporting and investigation of incidents (ASRs/CSRs) 
  • Ensure compliance with company policy/procedures in accordance with the Airline Operations Manuals  and any additional manuals or company systems that are introduced
  • On Time Performance and Crew Rostering and Compliance
  • Fatigue Management and Investigation, Cabin Crew Sickness and absence management
  • Manage all aspects of performance management including disciplinary, appeals and grievance procedure
  • Manage base cost ensuring all cost are kept within budget and develop Onboard customer service and survey results
  • Identifying, recommending and implementing improvements to onboard service standards and procedures
  • Support and assume executive assistant duties to the Country Manager

Achievements:

  • Successful supported base expansion of 40% in aircraft assets 
  • Lead Terminal transfer with nil operational impact 
  • Reduction of Cabin Crew absence rates of 2%
  • Developed a Customer Experience Project for the base that expanded to the rest of the Region as a working tool 

Assistant OPERATIONS Manager - Paris CDG

easyJet Airline
May 2010Aug 2012

Key Responsibilities:

  • Ensure compliance with company policy/procedures in accordance with the Airline Operations Manuals and any additional manuals or company systems that are introduced
  • Delivering operational training needs across the company network where and when required
  • Support and development teams by delivering quality on line assessments/checks to maintain and raise standards
  • Identifying, recommending and implementing improvements to onboard service standards and procedures
  • Support and assume executive assistant duties to the Base Manager 
  • Manage commercial relationships at an operational level, working with the airport development/finance teams to ensure that costs are kept within budgetary constraints, seeks out new ways to lower the cost base.

Achievements:

  • Successful implemented new Cabin Crew Assessment Form
  • Implementation of Customer Experience Chart and Service Delivery
  • Reduction of management workload by developing a workflow chart
  • Improved Cabin Crew satisfaction at base and performance. 
  • Activity Lead Cabin Manager recruitment for strategic expansion 

Cabin Manager  - Paris CDG

easyJet airline
Apr 2009Apr 2010

SERVICE DELIVERY MANAGER - MADRID

easyJet airline
Sep 2007Mar 2009

Cabin Crew - London Stansted

Ryanair Airline
Aug 2006Aug 2007

Front Office Supervisor

Dom Pedro Hotels & Resorts
May 2001Jul 2006

Store Manager 

Costa & Pimentel LDA
May 1999Apr 2001

Education

Business Management Degree

International Career Institute - Sydney
20152016

High School Diploma Economics & Sociology 

Escola Secundaria Dra Laura Ayres - Quarteira - Portugal
19931999

skills

PORTUGUESE - Mother Tongue

ENGLISH - Full professional proficiency 

FRENCH - Bilingual proficiency

SPANISH - Full professional proficiency 

IT LITERACY: Full understanding of Windows OS, Microsoft Suite, including Word, Powerpoint, Excel and Outlook. Proficiency in Apple IOS, Mac Operating system (OSX) Pages, Numbers and Keynote 

Courses

  • NEGOTIATION SKILLS - The Complete Skilled Negotiator Course
  • PEOPLE MANAGEMENT - People Management and Leadership Skills
  • INTERNAL AUDITING - Airline Internal Auditing and Reporting
  • B.O.H - Back of House / Ramp Operations
  • SMSM - Safety Management System Manuals
  • DG - IATA Dangerous Goods Regulations and guidelines
  • ERP - Airline Emergency Response Programme & Training
  • AIRPORT WARDEN - Airport Emergency Response Training 
  • FRONT OFFICE OPERATIONS - Hospitality and Hotel Operations
  • UP YOUR SERVICE - Leader program in building Service Cultures.
  • CABIN CREW LICENSE
  • CM DCS - AMADEUS