Alda Pinto

• Lead and manage all service activities, aligning with strategic and financial objectives.
• Foster a collaborative, customer-centric environment to deliver high-performing, proactive services.
• Set and communicate KPIs and SLAs, driving continuous improvement and innovation.
• Manage daily operations effectively, ensuring optimal resource allocation.
• Develop and update internal guidelines to enhance service delivery.
• Oversee workforce recruitment and development processes to guarantee service excellence.
• Maintain a safe, compliant, and productive workplace, aligning infrastructure with business needs.

Key Achievements:

• Transformed the team culture, fostering a more positive, collaborative, and customer-centric environment, leading to improved employee morale and enhanced service delivery.
• Established best practices for automation, standardisation, and optimisation, streamlining workflows and reducing costs.
• Controlled expenses by advising on the efficient use of resources, minimising unnecessary costs.
• Supervised and evaluated employee performance, providing constructive feedback and identifying staff talent.
• Oversaw supply chain, purchasing, and vendor management, ensuring value-driven procurement and operational effectiveness.

• Responsible for leading the ground handling and cabin appearance operations at Gatwick, ensuring all programme governance is applied, whilst providing leadership and direction to the site operational team.
• Fully accountable for financial performance.
• Responsible for building and maintaining the relationship with the stakeholder community, and for developing and growing the business, building a strong partnership with the customer, including contractual and commercial considerations.
• Accountable for recruiting, building, leading, and developing a high performing team.
• Responsible for setting the business strategy ensuring that the site operates to the highest possible standards of safety, service, compliance and quality in all areas and always.
• Liaised with staff and unions regarding employee relations.

Key Achievements

• Built positive, trusting relationships with the customer plus other stakeholders to maximise commercial opportunities, turning around previous problems with relationships and account growth.
• Analysed accounting and financial data to get holistic view of company financial health.
• Prepared and reviewed procedural documents for daily operations.
• Stabilised operations to ensure sustainable success.
• Increased significantly the results of the Employee Opinion Survey, when compared to previous leaderships, by enhancing staff engagement and improving work conditions.
• Recruited top-performing candidates to build staff retention and team performance.
• Delivered business strategy to drive revenue and operational efficiencies.
• Tracked KPIs to drive profitability and target delivery.
• Strengthened the relationship between the business and the Union which led to an unprecedented collaborative approach to the resolution of all matters.

• Directed all operational activities.
• Drove compliance with corporate governance, legal regulations and quality standards for ground handling.
• Held full accountability for financial performance.
• Led and coached a large senior team to maintain standards and ensure continuous improvement in the areas of health, safety, security, risk assessment, inspections, audits, training, planning, operations and service delivery.
• Spearheaded several teams to ensure productivity, achieve targets and deliver service excellent to airline customers.
• Liaised with staff and unions regarding employee relations.

Key achievements

• Built positive, trusting relationships with over 40 customers plus other stakeholders to maximise commercial opportunities, turning around previous problems with relationships and account growth
• Stabilised operations to ensure sustainable success, including leading the station's financial recovery to increase EBIT by 25%
• Maximising new business opportunities and potential revenue streams

• Developed and implemented customer retention strategies.
• Leveraged strong professional relationships with both internal and external customers.
• Developed and agreed service delivery standards.
• Monitored and reported on performance against service level agreements, taking corrective action where necessary.
• Promoted best practice in safety, security and people management.
• Facilitated accurate cost assessments.
• Coordinated business intelligence and applied customer insight to drive new business acquisition.

Key achievements

• Increased station efficiency by implementing new policies and procedures whilst prioritising customer satisfaction.
• Successfully transformed the failing relationship with the station's largest customer, rebuilding trust through transparency and strategic management of all parties.
• Consistently achieved and surpassed all KPIs and met all SLAs, delivering the best results the customer had experienced in many years.
• Identified areas for improvement.