Operations Performance Manager

Permanent Full-Time role
Location: Birmingham Airport
Hours: Varied
Pay: £38,637 annual salary

Are you looking for a new and exciting role? Join our team at Birmingham Airport as a Operations Performance Manager, playing a crucial role the core purpose of this role is to tactically manage the performance of the daily Assisted Travel Operation whilst ensuring it is delivered in a safe, secure, and efficient manner. You will be an advocate for both the users of our service and the entire Assisted Travel product. You will always promote the WJ values to deliver a world class assistance experience to both disabled and non-disabled customers.

About the Role:

As an Operations Performance Manager, you will be responsible for:

• To maintain a visible presence within the operation, managing your resource to drive efficiency to meet SLA/KPI requirements.
•  Undertake dynamic, operationally critical decision making to ensure Customers receive an exceptional, safe assistance experience and Airline on Time Performance is maximalised.
• To lead and develop the Assisted Travel Team and undertake line management tasks for the Team Managers and Controllers. 

•  Work and communicate collaboratively with the wider Airport community.
• To have the ability to exercise foresight using the data available to proactively manage the operation.

Why Join Us?

• Annual leave entitlement of 5.6 weeks
• Lifestyle Benefits – Mortgage and financial advice, vouchers for various shopping outlets and food stores, employee referral scheme. 
• Learning & Development – we actively encourage progression and offer various eLearning courses, progression, training whilst on site, apprenticeships, and in-house training courses.  
• Health and Wellbeing – Life assurance scheme, access to mental health support specialists
• Access to an Online GP for you and your dependents. 
• Financial support 
• Discounts on hundreds of retail sites
• Cycle to Work scheme

What we are looking for:

•  Proven experience of managing teams in an operational environment
• Track record of strong communication and influencing skills
• Significant experience in handling customer complaints both face to face and in writing
• Experience of managing employees through all HR processes
• Proven experience of managing budget (headcount or financial)
• Basic IT Skills
• Demonstrate the ability to think and act quickly in emergencies or under pressure
• Have an ability to deliver succinct and clear verbal and written reports where necessary

Qualifications and Licenses:

Essential

• Full Driving Licence
• Management / Strong leadership skills

Desirable

• Ability to plan, devise and implement thorough process
• Maintain a high standard of personal presentation, punctuality and attendance to ensure team effectiveness and availability
• Calm in a crisis or under pressure, and able to see a way through uncertainty
• Proven Customer Service skills
• Airport Driving Permit
• IOSH Managing Safely
• Managing multiple tasks to meet deadlines within a dynamic & pressurised environment.

Interested? Apply now and let your career take off! 

Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role and as detailed above, current terms and conditions will not apply.