The Operation Manager directs and manages a wide range of operational and customer services departments within the inflight catering operation. They will ensure efficient dynamic and robust processes are in place that optimize productivity and ensure adherence to Service Level Agreements, whilst building positive relationships with customers, the airport and other stakeholders.
Main responsibilities include:
To ensure the efficient and effective delivery of catering operations and designated services to the client organisation in accordance with the Service Level Agreements and stakeholder compliance, following process and procedures and where necessary, creating SLA’s and KPI’s to drive efficiency through the operation.
Accountable for the performance of all operational departments and representatives, providing mentoring in the business activities and being an active member of the management team,
Manage and develop departments and teams to optimise productivity and professional performance, whilst maintaining stakeholder policies and standards, including appraisals, training and development.
Work with key stakeholders to develop mechanisms and lead initiatives to help the business unit identify improvement opportunities that reduce/eliminate non-value added activities within operational processes.
Establish an effective communication process with key customers and stakeholders to ensure business potential is maximised across the business in a coordinated and consistent manner, whilst implementing service improvement initiatives.
Take the lead in the creation and improvement of scalable, robust, and streamlined business processes to meet the short and long term business needs.
Liaise with airport authorities and other stake holders to identify synergies and collaboration opportunities that drive process improvements.
Develop and manage a dynamic rostering schedule to maintain a consistent 24 hour operation and service.
Ensuring health and safety regulations are strictly observed, recorded and archived, whilst supporting the stakeholders’ safety programme, and ensuring compliance.
Deliver the department budget proposals for all costs including but not limited to labour, utilities, chemicals, capital expenditure and consumables.
Manage projects as-and-when required, including scope generation, the management of contractor meetings and overall project cost management.
Is responsible for business review and development with various airline and non-airline clients.
Ensure that preventative and reactive operations are sufficient to provide the “customer promise”, undertaking regular audits to ensure compliance.
Qualifications & Experience
Bachelors or Master’s Degree in an hospitality or business management discipline.
8 years’ experience in complex food or catering environment with a minimum of 5 years in a management capacity.
Excellent English reading, writing and speaking proficiency.
Previous project management experience, with evidence of financial responsibility.
Desirable to have safety management qualifications, such as COSHH , HACCP / Food Hygiene / Health & Safety or equivalent.