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Miguel Teixeira

Business Management, Commercial Aviation, Operations, Customer Service and People Manager

Summary

Specialist for Airline Operations, Airport Services, Cabin Crew management and training, Business Management with extensive knowledge of process changes, product development, front-line customer experience, ground operations, recruitment and project leading.

I have over 12+ years experience in Aviation and Customer Service industry extended to markets such as Spain; UK, France and Australia with the scope of different work labor regulations. I'm also
multi-lingual skilled, extremely organized and easily adaptable to new situations, with strong people management skills in challenging environments and critical phases of change.

During my career I've also developed strong skills in terms of business management, performance management; team building , CRM / HR, Union negotiations and product development with processes review and effective implementation timelines

Work History

Cabin CREW Manager

French Bee
JUN 2018PReSENT

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

Senior Manager Business Travel France

Booking.com
Dec 2017JUNE 2018

Key Responsibilities:

  • Oversee the Business travel strategy for the Region
  • Support the Area Manager on the commercial growth and scalability
  • Lead the SME team in the Region to achieve the targeted results 
  • Conduct training and performance management of the SME team and monitor the individual tracker of each account manager 
  • Liaise with key stakeholders and key partnerships do develop the Business product in line with the company strategy and objectives 
  • Manage of the key accounts’ commercial goals as well as the commercial goals of B.com
  • Drives the workforce KPIs and personal development goals
  • Planning and schedule actions needed to reach the outcomes for accounts and stakeholders by continuously refreshing set plans
  • Responsible for delivering the support and promotion of products, services and advice to maximize the share of B.com while also providing solutions that add value to partner

    Achievements:

    • Successful implementation of new Region KPI's 
    • Introduction of the team performance tracker at a country level
    • Development of the Marketing lead generation adapted to the local market

Regional Manager Ground Operations - Australia

Fiji Airways
Mar 2015Nov 2017

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 2013Mar 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

Assistant Operations Manager - Paris CDG

easyJet Airline
May 2010Aug 2012

Cabin Manager  - Paris CDG

easyJet airline
Apr 2009Apr 2010

Cabin Crew Member - Madrid Barajas

easyJet airline
Sep 2007Mar 2009

Cabin Crew Member - London Stansted

Ryanair Airline
Aug 2006Aug 2007

Front Office Supervisor

Dom Pedro 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 Sec. 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 (CCA)
  • CM DCS - AMADEUS