Operations Manager

Business Unit Purpose

To ensure seamless and efficient delivery of airline catering and related operational services by maintaining high standards of performance, safety, and customer satisfaction, in alignment with company objectives and service-level agreements (SLAs).

Job Purpose

To manage day-to-day operations across all assigned functions, ensuring the timely and efficient delivery of airline catering services in compliance with SLAs, performance targets, and other key operational indicators.

Key Result Areas (KRAs)

• Ensure compliance with all relevant operational standards, safety protocols, and regulatory requirements. Promptly review and manage incidents, implementing corrective and preventive actions where necessary.
• Monitor operational performance across all functions to achieve optimal service delivery. Support management in meeting established key performance indicators (KPIs).
• Collaborate with internal and external stakeholders to ensure that service delivery expectations are met, promptly addressing issues and recommending solutions.
• Coordinate with all departments to maintain operational resilience, effectively managing disruptions and escalating to senior management when business continuity measures are required.
• Drive and support the implementation of LEAN processes, ensuring operational efficiency and timely delivery in accordance with established handover schedules and safety standards.
• Implement approved operational processes, guide Assistant Operations Managers, and identify risks, gaps, opportunities, or new technologies that could enhance efficiency or compliance.
• Manage and evaluate team performance, addressing underperformance and recognising high-potential employees. Intervene constructively to resolve workplace conflicts and maintain a positive team environment.
• Coach and mentor both direct and indirect reports to achieve service excellence, encouraging continuous learning and professional development within the team.
• Review and monitor manpower requirements, identify variances, and provide recommendations to the Senior Operations Manager. Support management during talent acquisition and succession planning.
• Lead daily shift operations across all functional areas to ensure efficient and timely delivery of airline catering services aligned with SLAs, PTS, and key performance benchmarks.

Job Context

The Operations Manager works within established operational frameworks and practices while ensuring adaptability to dynamic business needs. The role requires staying current with industry trends, regulatory changes, and operational innovations that may impact or improve existing processes.

Knowledge, Skills & Minimum Experience

Education & Qualifications:

• Bachelor’s degree or equivalent qualification (mandatory).
• Certification in Lean Six Sigma (preferred).

Experience & Knowledge:

• Minimum of 7 years’ experience leading large-scale operational activities within logistics, catering, or an airside environment.
• Proven track record in implementing operational efficiency initiatives and service improvement programs.

Skills:

• Strong communication and interpersonal skills across all organisational levels.
• Results-oriented, with excellent analytical and problem-solving capabilities.
• Ability to build and maintain effective relationships with internal and external stakeholders.
• Skilled in challenging existing processes constructively to drive continuous improvement.
• Proficient in analysing quantitative and qualitative data to support strategic decision-making.