Senior Manager - Manchester Airport, United Kingdom - dnata Catering

dnata Catering
dnata Catering
Verified Company
Manchester Airport, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Role Purpose Statement:


Proactively manage the account, as the key point of contact to coordinate interactions between customer and internal organisation through a matrix approach to ensure optimal performance and the highest levels of customer satisfaction.

Head up a team of AccountSupport Specialists, Equipment Managers and Data Analysts who are responsible for the day to day support of specified customer accounts within the business.

The senior point of escalation and go to for out of hours / weekends in terms of management sign off
- for dnata UK & Ireland including third party caterers.


Key Interfaces:

Operations, Data Analysts - Quality Report System, CBASE, Costings, Purchasing, Production, Customer Services, Account Managers


Internal & External, Billing Department, Departmental Managers / Risk and Compliance / Third Party Caterers and Equipment Managers - UK & Overseas.

Airline Customer Meetings - Weekly Ops and MBR /QBR reviews / Airline Operations departments - local and oncall / Airline Nominated Suppliers.


Main Accountabilities:


  • Line manager and full accountability for the Managed Services and Account Support Specialist team direct point of contact for daytoday support.
  • Be the Customer Voice at an operational level to ensure agreed processes and changes are properly planned, implemented in accordance with the service agreement.
  • Represent dnata at customer airline meetings demonstrating dnata's values of people, professionalism and partnership in practice
  • Ensuring that Customer and dnata catering requirements are met according to contractual obligations (monitoring KPI's, price updates and any commercial changes are accounted for)
  • Develop and leverage constructive relationships within the customer organisation to enable access to decision makers and establish a coach network at a working levelTo uncover new commercial opportunities to grow EBITDAR or risk to existing business throughregular customer dialogue and involvement with supply chain, flying program updates and the operation.
  • Challenge processes and procedures (both internally and externally) to continuously improve the standards of information to be given, in order to have total clarity in the delivery of products and services.
  • Senior point of contact for Adhoc work for nominated airlines.
  • Senior point of contact for Adhoc New Business sourcing product and sourcing pro forma invoices for advance payment.
  • Ensure full understanding of customer SLA's and pricing method ensuring correct prices and codes are being used at unit level, keeping on top of any financial penalties are being triggered by service performance.
  • Attend weekly and monthly meetings with the airline representatives and senior management to review performance and report on any ongoing projects.
  • Involved and oversee customer base startups and close downs, Stock Control, Equipment Management, On Board Computer Activity, Menu Development and Food Safety Compliance with the responsibility to ensure that all information and updates are accounted for
  • Work with Operations Managers, Supply Chain Managers and Compliance Managers to identify Customer and Business needs ensuring timely set up to meet operational requirements
  • Implement performance improvement plans supporting the Account Support Specialists-Designing and managing Catering Operations Manuals
- keeping communications up to date, clear and concise

  • Visiting all Catering Units & Bonded Stores
  • UK & Overseas, auditing and supporting the business in daytoday operationsMonitoring and effectively reviewing team and individual performance on a monthly basis or as required.
  • Working alongside GM's report on service performance, implement business objectives and corrective action plans.

Knowledge, Experience & Skills:


  • Experience in the airline industry, understanding of end to end operational functions
  • Effective people management experience essential
  • Genuine passion for customer service and quality
  • Experience of a fast
- moving work environment

  • Excellent interpersonal skills with the ability to influence colleagues at all levels up to Director level
  • Proactive nature and selfmotivated with the ability to work both as a team member and on own initiative


  • Excellent Computer skills

  • Competency in Outlook / Excel / PowerPoint / Word
  • Good numeracy and analytical skills with the ability to solve problems and work within strict deadlines
  • High level of attention to detail and accuracy with experience in analyzing data
  • Persistence in progress chasing and follow up
  • Asks questions & challenges 'why' to create an atmosphere of continuous improvement
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