Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Bruce Wilson

Bruce Wilson

Leigh,United Kingdom

Summary

Accomplished professional with a strong foundation in operational and customer service excellence, regulatory compliance, and risk management. Demonstrates commercial awareness and CRM expertise, coupled with a proven track record in process improvement and contract administration. Skilled in collaborative stakeholder engagement and leadership development, with financial modelling proficiency enhancing strategic decision-making. Committed to driving organisational success through innovative solutions and continuous improvement.

Overview

37
37
years of professional experience
1
1
Certificate

Work History

Commercial and Bid Manager

SkyTanking UK Ltd
Manchester, Greater Manchester
04.2024 - 10.2024
  • A new role within the leadership team, planned financial modelling, budgeting, staffing, and equipment resources, forecasting profit and loss of new and existing contracts
  • Developed, presented, and managed all stages of airline contract bid tenders utilising Sales Force
  • Working closely with customers throughout, encouraging trust and open communication
  • Primary point of contact for all external stakeholders involved in open bids and contract extensions

Head of Customer Service

Swissport UK Ltd.
Manchester, Greater Manchester
06.2022 - 04.2024
  • Primary liaison between frontline teams, union representatives, and customer airlines while driving operational efficiency and service excellence
  • Supported a collaborative culture, optimised service standards, streamlined communication, and proactively addressed customer and operational needs, creating more substantial, agile service provisions
  • Ensured compliance with company, regulatory, and airline policies while fostering a 'just' safety culture
  • Established and nurtured robust relationships with key stakeholders while promoting continuous improvement
  • Identified, mentored, and developed staff to cultivate a strong pipeline for future leadership roles
  • Managed on-site evaluations, internal audits, and customer surveys, resulting in the development of strategies to promote continuous improvement
  • Facilitated sessions on best practices, resulting in higher employee engagement levels
  • Led post-COVID 2022 restart by recruiting and onboarding staff, restoring full operational capacity, and fostering team resilience and customer confidence

Business Development Manager

Stobart Aviation
Widnes, Cheshire
01.2020 - 05.2022
  • Tasked to develop diverse customer profiles while ensuring teams delivered operational excellence across three UK airports
  • Identified opportunities to drive business growth, diversification and expansion while successfully securing new airline clients and extending existing contracts
  • Developed pricing mechanisms based on historical trends, competitor awareness and supply chain data
  • Project managed and implemented 'UKG Time & Attendance' application across all sites during an 18-month installation and development
  • Collected insights, needs, and wishes from all stations, employees, and Head Office departments to ensure system optimisation

Regional Manager, Ground Operations

Thomas Cook Airlines
Manchester, Greater Manchester
04.2009 - 09.2019
  • Responsible for managing ground operations in Manchester, plus several regional and overseas stations
  • Provided oversight of all operational requirements while adhering to CAA and TSA regulations, delivering key SLA markers with service providers continually seeking efficiencies and improvements
  • Represented the airline at key stakeholder meetings and participated in internal and external development projects, including PRM Providers and ground handling tender processes
  • Drove ancillary revenue growth (to £1.5M annually), supporting operational budgets, reducing transfer baggage costs, and enhancing customer experience, resulting in improved NPS scoring
  • Reduced safety incidents by implementing safer practices across the operation
  • Recognised as #1 'Safe Station' across TC Group Airlines, emphasising a substantial compliance and risk management culture
  • Collaborated with the board of directors to establish objectives and decisively lead operations
  • Devised robust contingency plans to ensure minimal disruption during crises
  • Increased on-time performance (OTP) from 60% to 86% by drawing up and adopting streamlined practices, resulting in a measurable improvement in customer satisfaction
  • Fostered a positive work environment, boosting employee morale
  • Key stakeholder, advocating for change during transition from charter to scheduled airline, adopting LEAN principles throughout the restructuring process

Duty Manager

Aviance UK Ltd
Gatwick Airport, West Sussex
04.1988 - 08.2008
  • Oversaw all ground-handling operations in all departments, with over 1000 employees at peak, ensuring consistent service delivery and strict adherence to safety standards

Education

A-Levels - Various

Dunfermline High School
Dunfermline, Scotland

Skills

  • Operational and Customer Service Excellence
  • Regulatory Compliance and Risk Management
  • Commercial Awareness and CRM
  • Process Improvement
  • Contract Administration
  • Collaborative Stakeholder Engagement
  • Leadership Development
  • Financial modelling proficiency

Certification

I.O.S.H. Certified, 2021

Work Availability

monday
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friday
saturday
sunday
morning
afternoon
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Timeline

Commercial and Bid Manager

SkyTanking UK Ltd
04.2024 - 10.2024

Head of Customer Service

Swissport UK Ltd.
06.2022 - 04.2024

Business Development Manager

Stobart Aviation
01.2020 - 05.2022

Regional Manager, Ground Operations

Thomas Cook Airlines
04.2009 - 09.2019

Duty Manager

Aviance UK Ltd
04.1988 - 08.2008

A-Levels - Various

Dunfermline High School

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Bruce Wilson