Unifi

Job Summary 

The Operations Manager is responsible for ensuring that business operations run smoothly, handling escalated customer and employee concerns in support to the Senior Manager. Within this role the Operations Manager will improve productivity, reduce costs and enhance customer satisfaction. 

Key Responsibilities 

• Provide effective coaching and leadership for the Duty Management/Supervisor teams, building a culture to deliver excellence.
• Create and nurture key relationships with airline customers and other relevant bodies to ensure that all opportunities are maximised.
• Lead the implementation of systems and processes to ensure consistent management and best practice throughout the bases, including Safety Culture and employee recognition.
• Evaluating employee performance and providing training and guidance as needed to improve productivity and cross-skilling of the workforce.
• Ensure on time delivery of services, that are reflective of required airline quality and performance standards. Identify and address quality issues to enable this delivery.
• Deliver accurate reporting of business metrics to provide strategic input to the management team
• Oversee the management of resources to budget including allocation of employee shifts/scheduling and equipment; and supporting with the recruitment and onboarding process
• Provide cover of duties and responsibilities of the Station/General/Duty Manager in the event of their absence
• Other duties as assigned.

Skills/Qualities required 

• Zero tolerance approach to health & safety non-compliance.
• Proficient with IT Products including MS Office and additional operating systems within the business (training provided)

• Good working knowledge of the issues involved in managing a labour-intensive workforce.
• Excellent planning and communication skills.
• Evidence of a good level of people and operational management skills including leadership, resource management, planning, negotiation, and communication.
• Good working knowledge of the statutory and procedural obligations of the business including health and safety, employment, and security issues.
• Excellent communication skills both verbal and written.
• Active management skills with the ability to lead by professional example.
• Ability to assess situations and instigate corrective action quickly and accurately.

Delivery of Customer Service Standards 

• Minimise complaints from airline customers or other service providers relating to ineffective delivery of agreed service.
• Internal service standards and targets met with zero defects

Qualifications and Competencies 

• Proven experience leading compliance fast-paced operations in the Aviation industry
• Excellent leadership experience is essential, with the ability to communicate at all levels
• Demonstrable track record in delivering operational excellence and business performance

• Level 3 Management qualification or equivalent
• Experienced in delivering change and performance improvement initiatives
• Flexibility and ability to travel to our main bases across the South region
• Technical knowledge of Presentation Services is essential

Safety and Compliance Responsibilities: 

• All employees have a responsibility and duty whilst at work to:
• Fully understand and comply with the company Health and Safety and Safety Management System policies.
• Co-operate with management to perform or comply with all legal and regulatory requirements.
• Take reasonable care and necessary precautions for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety, or welfare reasons.
• Report any work situation, equipment or activity that represent a danger to health and safety.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences.
• Carry out work in accordance with company information, procedures and training provided.