Johnnie Müller, Security Director, Copenhagen Airports, Denmark

Speaker Biograghy: Johnnie has served as Head of Security at Copenhagen Airports since 2006. He is responsible for all security functions and staffing at the airport, with approximately 1,100 security employees and an opex of +500 MDKK and capex varying between 60 and 250 MDKK. Johnnie has introduced new management, quality and service structures to the department. During his time at the airport, security has won the Skytrax Award for Best Security Processing twice – in 2013 and 2014. From 2011-2013 Johnnie served as Vice Chairman of the ACI Europe Security Committee, followed by the role of Chairman of the committee from 2014-2016. From 2016-2018 Johnnie is serving as the Vice Chairman of the ACI World Security Standing Committee. From 1996-2006 Johnnie worked for DHL Express. Throughout his employment, he advanced from being a bike courier to Customer Care Manager to Head of Customer Service and then Nordic Customer Service Director. During his time at DHL Johnnie focused particularly on restructuring, streamlining and modernising management methods to improve customer service levels.


Day 3 - 16 March
Session:
Aviation & Border Security, Control & Facilitation


10:35 - 11:05 - Can success make you blind? Leadership in an everyday that is complex, unstable and changeable
Synopsis: A story about how Security at Copenhagen Airports AS – which rode the waves of success, recognition and world champion titles such as World’s Best Airport Security Processing in 2014 and 2015 – woke up one morning in April 2016 to operational challenges, very long queues and tough media criticism. The world had turned. What we thought was stable and unchangeable turned out not to be so, and we hadn’t seen it coming. It is also a story about how we managed and what our challenges are to avoid ending up in the same situation again; how we need to operate in a rapid, complex reality that puts high demands on leadership, communication and organisation.

Audience will learn: