Operations Manager (Key Leadership Role Within Fast-Growing Business)

Job Title:Operations Manager

Location: Cambridge, UK

Salary: Competitive, with significant career development opportunities

Job Type: Full-time, Permanent

Ascendal Group is an international transport operator that aims to improve people’s lives by bringing cities to life. They have a team of highly skilled professionals who are passionate about their transformative work and committed to making a difference. Founded in 2018, as a spin-off from Tower Transit Group, Ascendal currently transports more than 1 million people a day across their operations in North America, South America, Asia and the UK. Constantly looking out for the best talent in the industry, Ascendal is recruiting for a UK-based Operations Manager, initially to be focussed on its Cambridge-based operation, Whippet.

Whippet has a long and rich history, having first started running buses in 1919. Owned by the Lee family up until 2014, the business was subsequently sold to the Leishman family who continue to operate the business today. Having remained part of a portfolio of international bus operations for the Leishman family (initially under the Tower Transit brand, and now under the Ascendal brand), 2024 marks a seismic year for Whippet. A recent reorganisation within Ascendal has placed the emphasis on delivering a transformation of Whippet, with the operation to deploy industry best practices, including those found within Ascendal’s international operations. This will see Whippet working more closely than ever before with its sister bus operations in Hong Kong, USA and Chile.

Now is the optimal time to join Whippet and Ascendal UK, to help position the business as a best-in-class platform for imminent growth and expansion across the UK and mainland Europe.

Job Summary: As Operations Manager, you will be responsible for managing and coordinating the smooth delivery of our Cambridgeshire bus routes and driving team, ensuring that appropriate staffing levels are maintained to deliver punctual and reliable services, putting our customers at the centre of what we do. You will monitor the performance of our network and provide accurate weekly reporting on our suite of operational indicators. You will ensure full compliance with the Operator’s License requirements and our own in-house KPIs. You will monitor quality in service delivery by forging relationships with internal and external stakeholders, customers, and local authorities. This will including working in partnership with Flixbus, the University of Cambridge and the Cambridgeshire and Peterborough Combined Authority.

You should not be afraid to get out there and “walk the job” to get first-hand experience of our product. You will ensure our driving and supervisory teams are managed effectively, through an inclusive and empowering management style, which should both motivate people and take decisive action with clear direction where needed. You should ensure high standards of vehicle and colleague presentation. You will maintain a continuous review of customer feedback, build action plans, and take appropriate action to resolve any expression of dissatisfaction.

Responsibilities:

• Manage the smooth and on-time delivery of our local, national and international bus and coach routes, in line with in-house targets, to achieve contractual SLA’s and quality NPS scores.
• Ensure full compliance with the Operator’s License requirements, industry best practices and our own Company KPIs.
• Lead improvements to operational-KPI reporting, ensuring delivery of useful, quality outputs to senior stakeholders within the wider Group.
• Liaise with members of control and the driving team to ensure that appropriate staffing levels are maintained to support the delivery of punctual and reliable services.
• Maintain a high standard of staff conduct and behaviour, conducive with good customer service, and in accordance with employment legislation, good practice and company procedures and policies, including involvement in appeal hearings where required.
• Carry out probationary and periodic reviews with drivers and duty managers.
• Identify training needs or gaps in skill sets with drivers and duty managers, arranging additional training as required. Maintain high standards through discipline, education and personal development programmes.
• Co-ordinate with our in-house scheduling team to manage and create driver-friendly, flexible, and cost-effective schedules and duties to support staff engagement and retention.
• Lead payroll input on DAS/Optibus to ensure drivers receive their expenses and are paid correctly in a timely manner in line with budgetary targets.
• Proactively ensure the highest standards of vehicle and colleague presentation.
• Actively review customer and client feedback, addressing necessary concerns with a focus on raising our brand’s reputation and levels of customer loyalty.
• Responsible for CCTV surveillance, management of downloads, and providing access to third parties within SIA legislation. Maintain regular liaison with the Engineering Manager to ensure that all systems are fully functional.

Requirements:

• A proactive, engaging, and positive attitude towards problem solving.
• A self-motivated high achiever, committed to continuous improvement.
• A humble and collaborative approach to team working and managing others.
• A focus on delivering the best possible outputs for clients and passengers.

If you are interested in this exciting leadership position within a fast-paced and dynamic international transport group, please apply with your CV and optional cover letter by 23:59 on 14th January 2024.