Operations Manager

To manage day-to-day shift operations across all functions and ensure the timely and efficient delivery of airline catering services following SLAs, Planned Time of Service (PTS), and other key performance indicators. Key Result AreasEnsure full compliance with relevant operational standards, regulatory requirements, and safety protocols. Review incidents, escalate appropriately, and implement corrective actions to mitigate risk. Oversee all operational functions during the shift to achieve optimal service delivery. Support management in meeting key performance indicators (KPIs), including on-time delivery and service quality. Collaborate with internal departments and external stakeholders to meet service delivery expectations.

Escalate critical issues with actionable recommendations. Coordinate across departments to maintain operational resilience. Manage and escalate disruptions, activating business continuity plans when required. Support and implement Lean initiatives to improve operational processes. Oversee shift activities to ensure timely and safe execution of handovers and service schedules. Execute approved operational procedures and provide ongoing guidance to Assistant Operations Managers to ensure consistent and efficient execution. Monitor and manage team performance, identifying and supporting high-potential talent and addressing underperformance effectively. Resolve conflicts pragmatically to maintain productivity. Provide coaching and mentoring to direct and indirect reports.

Promote a culture of continuous learning and self-development aligned with organisational goals. Assess manpower requirements in coordination with Senior Operations Managers. Provide input into workforce planning and recruitment processes as needed. Lead shift operations across all functions to ensure timely delivery of services in compliance with SLAs, PTS, and other key metrics. Job ContextThis role operates within established operational frameworks and standard procedures. The jobholder is expected to stay informed of external and internal factors that may affect operational practices and proactively adapt to evolving challenges.

Minimum Education, Experience & SkillsQualificationsBachelor’s degree or equivalent qualification (required)Lean Six Sigma certification (preferred)Experience & KnowledgeMinimum 7 years of experience in managing large-scale operational activities, preferably within logistics, airline catering, or airside operationsProven experience in leading service improvement and operational efficiency initiativesSkillsStrong communication skills across all levels of the organisationResults-oriented with strong problem-solving capabilitiesAbility to build effective working relationships with internal and external stakeholdersConfident in challenging processes and driving innovationProven analytical skills and ability to interpret quantitative and qualitative data