Operational Support Manager

LOCATION:
Bristol Airport

CONTRACT: 6 month Interim role - could be permanent

SALARY:
Competitive

OVERVIEW OF JOB DESCRIPTION

We are looking for an experienced Manager with a sound operational background to lead and manage an area of our business at Bristol Airport, providing a high quality, professional service, in meeting specified requirements as set out, and agreed in the Contract/Service agreements with Bristol international airport.

In achieving these standards, the Senior Operations Manager is required to devise, influence and deliver opportunities that add further value to the contract in terms of customer service, staff development and net cost benefit.

The Ideal Senior Operations Manager will have a knowledge of Airport operations and/or the aviation industry and will set a positive and highly professional example to own staff through appropriate behaviours and actions. They will be required to consistently demonstrate a high level of commitment, business awareness and corporate image.

Main

Duties & Responsibilities:

Financial Performance

· Manage the Operational Performance, in accordance with the defined cost budgets, ensuring effective day-to-day control of costs whilst achieving SLA/KPIs. Responsible for developing smarter working methods, improving nett productivity overgrowth.

Service Delivery

· Required to be available to support and provide advice and guidance to the team in dealing with any issues that arise within the airport 24/7, 365 days of the year, an on-call response capability (threat assessment/security incident management.

· Ensure ABM Team provide high level of service in their dealings with the passengers and regularly monitor and improve service levels in the light of passenger surveys, responding promptly and effectively to passenger complaints.

· Proactively provide solutions to meet client demands within the contract

· Regularly attend client and customer airline meetings, proactively engaging and resolving any issues.

· Develop and maintain an effective ongoing working relationship with key contracts.

· Ensure all available equipment is maintained and deployed by trained operatives to ensure operational efficiency.

· Ensure that all Airport Authority Service Level Agreements are met and maintained, the standards of service carried out meets the company quality standards and the requirement of the airline.

Relationship with Manchester and other Key Contacts

· Develop, and maintain effective ongoing working relationships with all key stakeholders at Manchester Airport, using influence to leverage beneficial business change, whilst ensuring they are kept informed of relevant issues as they arise.

Management Support for Operations Team

· Lead and develop a motivated, committed & competent Team at Bristol Airport. Accountable for delivering an effective, cost efficient customer service to customers at Bristol Airport.

· Driving the operational team to understand their responsibility within the operation and ensuring there is focus on team performance, developing employees and building succession plans enabling full coverage during periods of absence.

· Demonstrating expected standards in relation to conduct and performance within the workplace.

· Ensure teams are fully aware of the expectations to drive performance excellence and individual objectives.

· Ensure Operations Managers and Duty Managers are regularly meeting with teams and managing performance related concerns in line with company policies in a timely manner.

· Ensure Operations Managers and Duty Managers monitor all employee’s performance and attendance

· Maintain staff discipline and conformance with regulatory requirement using internal processes where necessary.

· Support the Operations Manager roster by providing resilience for annual leave and sickness of both FOH & BOH teams.

Staffing Levels

· Support the Resource Planning team to develop and maintain effective shift-working patterns to optimise labour productivity, whilst providing resilient staffing plans to meet ongoing working requirements, in the most flexible and cost-effective way.

Maintenance of Health, Safety and Environmental Standards

· Ensure the highest…