Operations Manager

We are looking for an experienced Manager with a sound operational background to lead and manage an 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 Airport.
In achieving these standards, the 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 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:

• 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

• Ensure 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 Bristol Airport And Other Key Contacts

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

Management of 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 Duty Managers and the management team are regularly meeting with teams and managing performance related concerns in line with company policies in a timely manner
• Ensure Duty Managers and the management team monitor all employee's performance and attendance
• Maintain staff discipline and conformance with regulatory requirement using internal processes where necessary
• Support the Duty Manager roster by providing resilience for annual leave and sickness
   

Staffing Levels

Support Contract Manager and 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 levels of health and safety, quality and environmental standards are reported, rectifying any deviation from agreed standards promptly to mitigate intervention from Senior management
 

Compliance with Policies and Procedures

• Accountable for ensuring full compliance with Policies and Procedures in such areas as Human Resources, Financial Reporting, Training, Safety & Security
• Representing business to all key stakeholders including passengers, service partners, regulators and trade unions etc, in order to present a favourable image and representation of the company
• Have a high level of understanding of all software such as AvTech, PowerBI, and proficient in all Microsoft Office applications
   

Representing Business in Partnership with Bristol Airport

At all times responsible for representing the business and associated business brand(s) through effective networking with all key stakeholders, including customers, service partners, regulators and trade unions, in order to present a positive image and representation of the Company
 

Reporting

• Provide detailed weekly and monthly reports covering all operational aspects of that week's/ month's operation inclusive of complaints/compliments/ and bespoke operational data
• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations and actions taken to address
• Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address
• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays
• Produce weekly and monthly sick/absenteeism reports and actions to be taken by the management team to reduce the figures
• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them
• Support Duty Managers and the management team with investigations and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken
   

This description is an outline of the role and it is expected that key task will vary with the demand of our client and operation base. You will be expected to undertake any reasonable task requested.
Person Specification:

• Previous experience of primarily working in a similar role is desirable
• A minimum of 2 years management experience, ideally within Aviation
• Must have the right to work in the UK
• Must pass a DBS check
• Must be able to provide 5 years reference information
   

Benefits - We're proud to offer a great range of benefits including:

24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home

Mental Health support and Life Event Counseling

Get Fit Programme

Financial and legal support

Cycle to work scheme

Access to Telus our innovative employee app where you can find:

Perks: discounts, gift cards, cashback, and exclusive offers

Life: Search for resources and tools on topics ranging from family and life to health, money and work

Support: Online chat or telephone service for urgent support in a crisis