Navigating the complex choreography of a bustling international airport requires a unique blend of logistical prowess, strategic vision, and steady calm.  

At the heart of the Norman Manley International Airport (NMIA), director of operations Theresa Benjamin plays a pivotal role in ensuring the seamless flow of passengers, cargo, and aircraft. 

From an initial disinterest in the aviation industry to leading one of its critical functions, Benjamin’s story is one of dedication and a unique blend of pragmatism and passion, highlighting a remarkable journey of professional evolution. The astute St. Hugh’s High alum is the director of operations at PAC Kingston Airport Limited (PACKAL) – the company that operates NMIA and a subsidiary of Grupo Aeroportuario del Pacífico (GAP), the leading airport operator in the region.

Born and raised in Jamaica as the only girl among her siblings, Theresa’s early ambitions lay far from the bustling tarmac.

“To be fair, I initially did not have an interest in airport operations. It was not a field that I was aware of, beyond flight attendants and pilots,” she shared, recounting how as a high school student, the career fields she would often hear about were the traditional areas of law, medicine or business disciplines. Yet, fate had other plans. Theresa later discovered a hidden affinity for the intricate workings of the aviation industry, while on a summer job stint at the NMIA, after her final year of high school at St. Hugh’s. “My eyes were opened in that moment and I never left!” she recalled with a smile. 

Theresa credits her early mentors – Monica McKenzie and the late Stanley Smith, airport managers at the time, for her successful achievements over the years.

“I learnt a lot from just observing them. They took the opportunity to pour into me, an inexperienced 18-year-old; they recognized the inherent skills that would enable me to succeed and guided me. They saw something in me that I did not see in myself, my ability to function in this industry and to do well, and it resonates today – they’re two people I really looked up to,” she shared.    

Describing herself as a natural introvert, Theresa’s biggest challenge was having to step out of the range of existence that she was accustomed to those early years, learning to navigate social interactions, getting buy-in and building strong relationships to get the job done well.

“Multitasking coupled with effective risk-based decision-making, as well as learning by observing and accepting constructive feedback were skills I had to learn, and they served me well over the years. They are critical to being functional and effective in an airport environment,” she explained.

Critical to her workday is planning in a dynamic environment, developing a consistent process flow with sub-plans and applying the logic. “You’re always thinking five or ten steps ahead and, whichever version materializes, you already have a framework for addressing it and are able to push forward a lot faster,” Theresa said as she outlined her typical workday.

On the matter of passenger safety, Theresa believes an umbrella approach, which includes planning and process flow development with the appropriate level of priority applied, is critical to achieving the desired results. “If you plan and develop a process flow with designs for safety, comfort, and regulatory compliance, then all your objectives will be met as much as practicable,” she noted.

Today, Theresa’s leadership skills shine through. She is known for her meticulous attention to detail, her efforts to remain calm under pressure, and her disciplined commitment to passenger safety and satisfaction. “My goal is to ensure that every passenger experiences a smooth and enjoyable journey through the airport,” she stated. For her, effective leadership begins with communication, along with discipline and an ability to embrace change and pivot in a dynamic environment. 

Among her proudest achievements in her role as PACKAL’s director of operations, are the acquisition of a new passenger loading bridge, acquiring new passenger check-in and boarding counters, the airport retiling project and the installation of improved centralized cooling systems.

“We’ve also executed on projects such as the airport runway overlay which are not readily seen but impact the passenger experience. It’s a testament to PACKAL’s commitment to ensuring safety at our airport,” Theresa added.  

Beyond her professional accomplishments, Theresa is an avid Formula 1 – Team Red Bull enthusiast. “It’s a constant source of inspiration,” she said. “The sport emphasises teamwork, innovation, and the pursuit of excellence – values that resonate deeply with my own approach to leadership.”

The accomplished airport executive and proud aunt is also invested in helping people, as a mental health advocate and motivational speaker, through volunteerism and mentorship. “Somebody spoke into me to be the version of me that I am today. So, I think it is important for me to do the same for others.”

Her advice to young women thinking of entering the field of aviation: “Don’t second guess your dreams! Airports are like mini cities, with a number of career fields – it’s an absolutely viable industry with endless potential, based on the area that suits you best. It’s a great place to be, and it creates a space for personal achievements, allowing you to contribute in a more tangible way to nation-building.”