Senior Manager – Operations Support & Excellence

Job PurposeLead the teams and resources to support all operational streams in the delivery of services in line with SLAs, optimal performance and adoption of best in class practices. Plan and manage Operations Support & Excellence functions including documentation standards (SOP, SLA), training, performance analysis, employee administration, CAPEX/OPEX optimization, technology enhancements, operational reporting and analytics (KPIs), billing, invoicing, customer communication and ERP Transactions within the operations department with a view to enhance the effectiveness, efficiency and ensure optimal service delivery.

Key Result AreasLead the OPS Support & Excellence functions in the deployment and monitoring of the wider operational strategy and prepare annual and seasonal functional CAPEX/OPEX/manpower requirement, budgetary proposals based on forecast flight plan with relevant justifications. Collaborate with cross-functional areas (FPO and ASO) to review standards and procedures to ensure that operational processes across are LEAN by optimisation of cost and resources.

Lead the design and the deployment of new KPIs, KRAs, processes, best practices, new technologies and projects in the respective OPS Support & Excellence functional areas to optimise cost and provide solutions to promote an efficient operation. Drive the function's service delivery objectives to achieve operational excellence by developing dashboard analytics and insights to enable the departments in monitoring key performance indicators and equip operational management to take data driven decisions. Lead all OPS Support & Excellence processes within the operations departments effectively and provide regular inputs to Management to ensure optimal service delivery.

Manage the manpower requirements and resource pipeline to ensure optimum coverage, continuity of workflow and prevention of delays. Collaborate with department HODs on resource planning and BU allocation including rosters, time & attendance and leave management to ensure optimum utilisation of resources in Operations. Lead, guide and coach the OPS Support & Excellence team through clear objectives and talent management to improve performance and development in accordance with company values and code of conduct. Collaborate with HR to facilitate skills development and succession planning. Review and plan department’s (ASO &FPO) functional, mandatory and development training requirements.

Review the departments (ASO & FPO) Business Continuity Management Systems (BCMS) regularly to warrant their relevance in the event of crisis and ensure the business can maintain critical functions and continue their daily business operations to the best of their ability. Build positive and professional business relationships by collaborating with all internal and external stakeholders to ensure that the SLA’s are met and exceeded. Manage the customer communication (EK, FZ, OAL &VIP) process in relation to customer orders, information distribution, ERP transactions, billing and invoicing.

Lead in proactively promoting and monitoring a safe working environment (ASO &FPO) by complying with the relevant QHSE standards and regulatory requirements. QualificationBachelor’s degree or equivalent qualificationLean six sigma, desirableExperience & Knowledge requiredMinimum 8 years’ experience leading large-scale operational activities in a logistics, catering and or airside environment. Experience leading a number of operations efficiency initiatives and service improvements. Skills requiredAbility to communicate effectively with all organisational levels. Clear, concise and influential written communication skills. Achievement orientated and problem-solving capabilitiesAbility to develop highly effective working relationships by building credibility, respect and rapport with all networks.

Ability to effectively and creatively challenge people, situations and current thinking. Proven ability to secure and analyse a range of quantitative and qualitative information and use this in developing strategies, plans, policies and solutions that meet individual and organisational needs.