Building people operations at JFKIAT and fostering community engagement

Vernon M. Taylor speaking at International Airport Summit 2024. Credit: IAR

What is your role as Director of People Operations?

“As Director of People Operations at JFKIAT – the operator of Terminal 4 at John F. Kennedy International Airport in New York City – I am responsible for elevating talent, providing development opportunities, and delivering exceptional employee experiences across the enterprise. On the day-to-day, I ensure we remain focused on JFKIAT’s mission to its people and drive strategy to develop both personnel and organisational capabilities.”

As Director of People Operations at JFKIAT, you’ve built the department from the ground up. What were some of the initial challenges you faced, and how did you overcome them?

“The People Operations department at JFKIAT was founded on the belief that people are JFKIAT’s greatest asset. In forming the department, I faced a few challenges to define the framework of what HR should be, the procedures when it came to strategic management, recruitment, payroll, and what the day-to-day operations would look like.

“The department began with one person leading and supporting nearly 100 people. As our department grew, together we identified ways to suitably manage and implement strategic processes to support our overall organisation’s broader goals. Working as a team allowed us to overcome the initial challenges faced as we built the department.”

Explain your role in being a part of JFKIAT’s DEIB and 4GOOD Committees.

“As Chair of JFKIAT’s 4GOOD Committee – the company’s philanthropic program aimed at promoting educational, social, and professional success within the T4 community and within Queens – I ensure we meet our mission of a strong community yielding a strong future. In my role, I oversee that the program facilitates financial contributions, charitable donations, employee volunteering, and community outreach regularly, fostering and maintaining relationships with several local partners.

“In summary, DEIB (Diversity, Equity, Inclusion, and Belonging) and community are fundamentally connected. By adopting DEIB principles at JFKIAT, we lay the groundwork for communities where everyone is valued, heard, and empowered. Strong communities thrive by actively promoting diversity, ensuring equal access to opportunities, creating inclusive environments, and fostering a genuine sense of belonging for all. Embracing these values is essential for building a brighter, more unified future. At JFKIAT, we believe that the company should be at the heart of the community we serve.”

How has your previous role as Director of Human Resources at Open Loop New York, a subsidiary of RATP Group, helped you with your current job?

“My time at Open Loop New York equipped me with the HR familiarity and people knowledge I needed for my current role at JFKIAT. With the foundational HR skills from my previous job, I was able to apply them at JFKIAT and build the department from the ground up. During my time at Open Loop, I focused on improving the company culture, developing effective HR policies, and building strong relationships with leaders, all valuable experiences that are still applied to my current role.

“Open Loop New York, a subsidiary of the Paris-based RATP Group, provided me with valuable international exposure, which has been instrumental in my role at JFKIAT, managed by the Amsterdam-based Schiphol Group.”

What has been the best outcome from your new department?

“To put it simply, the best outcome for an HR department is one where it helps the business succeed by building a workforce that’s productive, engaged, and happy. HR should also make sure that its initiatives line up with the company’s bigger goals and mission. Creating an environment that encourages continuous learning, celebrates diversity, and promotes open communication is key, all while keeping an eye on compliance and risk. This way, the organization can attract and keep top talent, boost employee performance, and drive long-term growth.

“With all of this in mind, I’m honoured that JFKIAT has been named a Best Places to Work for the past few years.”

What are your future plans for the department, and do you hope other airports adopt this model?

“The department’s plans include maintaining our leadership position at the forefront of human resources (HR). We aim to achieve this by becoming more technology-driven and employee-focused than ever before. Following the pandemic, HR should no longer be viewed merely as an administrative function; instead, it should be recognised as a strategic partner in driving business and employee success.

“The role of HR professionals will shift from managing tasks to overseeing the holistic experience of employees. This includes ensuring that organisations foster a culture of inclusion, continuous growth, and well-being while also adapting to the evolving needs of the workforce.

“The human element of HR will remain crucial. While technology and data will enhance our capabilities, they cannot replace the need for empathy, creativity, and interpersonal skills in managing talent.”

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