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    Operations Manager - Edinburgh, United Kingdom - OCS Group

    OCS Group
    OCS Group Edinburgh, United Kingdom

    1 week ago

    Default job background
    Permanent Full time
    Description

    Overall purpose of the role.


    •The Operations Manager is responsible for the delivery of the highest standard of customer service within the PRM operation.


    •They are responsible for enhancing the customer experience by improving processes and innovation.


    •They will be the line Management to the Duty Managers and Ramp Manager.


    •They are responsible for the effective management of the PRM operation and administration, retaining accountability to the Airport Services Manager.

    Health & Safety Purpose:

    To take a direct interest in the health and safety of yourself, your subordinates and others who may be affected by your work activities.

    Main Duties & Responsibilities of the Role

    Ensure all KPIs are met monthly and increase the level of customer satisfaction.

    Improve customer service experience, processes, policies, and standards

    Build a strong relationship with all our customers

    Take responsibility for monitoring, analysing the feedback from our customers and reporting Plans of Actions

    Manage the Duty Managers and ensure customer service standards are met at the highest level.

    Work with the Airport services Manager

    Prepare written reports and ensure compliance with SLA

    Manage cost drivers (absenteeism, equipment, labour, overtime) within assigned budgetary limits

    Work with the Duty Managers and Ramp Manager to facilitate the overall service delivery

    Health & Safety Duties

    Communicate regularly with staff through formal and informal channels on safety matters to ensure that there is a free flow of ideas, and that morale remains high.

    Ensure that the OCS safety image is reflected positively through your actions and those of your subordinates.

    To direct activities of all subordinates, ensuring that they are properly trained to competently carry out their duties and responsibilities as well as ensuring that they acknowledge and accept a personal responsibility for safety.

    Take responsibility for ensuring that a safe system of work is produced and communicated to employees (subordinates) prior to the commencement of the work activity.

    Take responsibility for ensuring that plant and equipment is maintained and fit for purpose.

    Ensure that work activities are properly managed and supervised.

    Manage the Occupational Road Risk of those drivers under your control.

    Manage the safety performance of subordinates and take appropriate disciplinary action for any breaches in accordance with Company Procedure.

    Group Safety Support: You will be required to work closely with the Group Health and Safety team who are available to provide safety advice and support.Furthermore, you will be required to ensure that safety initiatives are implemented within your areas of control.

    Role Specification

    Details of the Role

    Ensure SLA is met and maintain high level of customer service

    Respond to any customer queries, service failure reports and liaise with all airport customers

    Ensure compliance with OCS policies and procedures

    Assist with monitoring of absenteeism and Development of staff

    Maintain all staff records to include return to work, Sickness self-certification forms and job competencies forms

    Analyse data and trends feedback to determine if customer satisfaction is achieved.This will include preparation, presentation and coordination of information for service reviews.

    Build a close relationship with all customers, answering queries and create a climate of trust.Work in partnership to resolve any issues.

    Management of ResourcesStaff, Stock and Equipment controlled within budget

    Review processes to ensure continuous improvements and promote best practice to create a truly exceptional and inspirational customer experience.Look at new way of delivering the service and use innovation to create a successful strategy to deliver exceptional customer service.

    Ensure new memo to staff is distributed and communicated effectively.

    Critical Performance Measures (CPMs) / ObjectivesKPIs met monthly/Ensure monthly SLA met/ minimize delays and complaints

    Efficient control of resources - staff, equipment

    Compliance with Company Policy/Procedure relating to Quality, Health and safety, environment, uniform standards

    Processes in place and complied to by all staff though memos and TBT

    Customer feedback/complaints resolutions have been closed to a positive outcome.

    Decrease of Number of negative feedback received

    Improved relationship with all customers on site though feedback.

    Produce monthly performance reports

    Educational Level

    Highly literate and numerate (essential)

    Educated to degree level (desirable)

    IT literate with a good knowledge of MS Word/Excel

    Professional Qualifications

    IOSH desirable

    Experience

    Demonstrable management experience operating within a similar service sector environment (essential)

    Proven track record in delivering effective customer service whilst maintaining appropriate operating margins (essential)

    Previous experience of leading a large, diverse workforce (essential)

    Working knowledge of industry practices (essential)

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