Operations Manager

Department: Operations

Employment Type: Permanent - Full Time

Location: London Heathrow

Reporting To: General Manager

Description

Your main responsibilities on a day to day basis will be:-

• Leading the team to ensure customer service expectations are met.
• Liaising with all stakeholders to ensure the operation performs to the highest standard.
• Establishing and maintaining strong customer relationships.
• Staff resourcing to ensure the profile matches volume fluctuations and demands.
• Performance reporting to senior managers within the business on operational, safety and financial matters.
• Cost control and seeking out opportunities to improve efficiency.
• Ensuring compliance with all DfT/CAA requirements, as well as customer specifics.
• Managing internal and external audits across Safety and Security.
• Identifying the development needs of the team, to ensure operational requirements are met, acting as coach to the team.
• Managing under-performance when necessary.
• Identifying potential in the team and putting development plans are in place. 
• Promoting a positive safety and security culture, around the JUST principles.
• Ensuring that company health, safety and security standards are maintained.
• Implementing local measures which help prevent employee injuries, aircraft damages, security and environmental incidents and damages to property and equipment. 
• Ensuring that all employees are trained to complete their job assignments, in accordance with company training policy.
• Ensuring they are familiar with applicable SOPs, procedures, and work rules.
• Ensuring that QMS requirements are met at their station/s and that all staff offer every assistance required during audits or inspections; internal or external. 
• Implements preventive and corrective actions to be included in the Continuous Improvement program.

To be successful in this role you will need:-

• Proven experience and delivery of results as an Operations Manager.
• Excellent organisational and leadership abilities.
• Strong communication and interpersonal skills.
• Experience in compliance management.
• Strong safety and security ethos.
• Ability to have impact and influence the wider team and business.
• Airport experience is desirable.

Our Values

• Always look out for our own and each other's safety.
• Proactively identify safety risks, hazards and unsafe behaviours promptly and courageously.
• Comply with all relevant safety regulations and standards at all times.
• Learn from mistakes and share that learning.

• Delight customers by actively anticipating their needs, concerns and preferences.
• Offer alternative "yes" solutions to "no" situations.
• Deliver service excellence and always aim to exceed customer expectations.

• Appreciate everyone's background, cultural values and opinions at all times.
• Actively listen and understand other's intent and point of view, especially during disagreements.
• Build trusting relationships, demonstrate empathy and care for others.

• Always do the right thing.  Do it right the first time.
• Demonstrate extreme ownership: See it, Own it, Solve it.
• Adopt a growth mindset: keep learning, stay agile, be resilient.
• Set high expectations, embrace innovation and practice continuous improvement.

• Prioritise SATS Group's interests over one's own and department needs.
• Proactively share resources, ideas and information constructively.
• Build on each other's strengths and ideas to achieve win-win outcomes.