Operations Manager

Job Summary:

Gate Gourmet are currently looking to recruit for an Operations Manager for a large railway contract ideally based out of Kings Cross but could be anywhere in and around the railway network i.e Kings Cross, Leeds, Newcastle, Doncaster, York, etc. As the Operations Manager, you will be responsible for managing and delivering safe, efficient, and cost-effective services encompassing all areas of the operation and consistently providing first-class service to the customer's requirements in line with agreed contractual deliverables.

Main Duties & Responsibilities

• Ensuring the highest level of H&S and Food Safety compliance. Undertaking regular site audits, taking appropriate actions as required.
• Adopting safe working practices by adhering to Health & Safety guidelines and GG policies and procedures in all areas.
• Ensuring that working processes are complied with, in line with the contract specification and requirements.
• Overseeing the delivery to the customer in terms of accuracy, availability, and timeliness and, where possible, exceeding agreed profit & cost targets.
• Providing Project Management support to all operation projects, tracking timelines, identifying issues, driving implementation, and contributing actively to their evolution and continued success.
• Analysing reports relating to customer feedback acting as an escalation point for managing and resolving complex complaints, ensuring customer satisfaction by being part of the mitigating solution.
• Identifying and delivering service improvement activity across the Service Centre operation using process improvement methodologies.
• Contributing commentary and insights for internal weekly and monthly business reviews.
• Driving ideas from inception to delivery, providing clear and robust metrics to confirm success.
• Leading our team of Service Centre Managers to develop an inclusive performance culture.
• Continually identifying opportunities to implement best practices throughout the wider team.
• Taking learnings from the operation and translating these into improvements through collaboration with other teams.
• Supporting the implementation of new products into the operation.
• Preparing and managing the annual Operations budget.
• Demonstrating a responsive and professional approach to client demands whilst retaining a commercial position.
• Within sphere of influence, ensure that penalty payments are kept to an absolute minimum and where incurred, suitable remedial action is taken.
• Through the practical application of appraisals and periodic people reviews, seek to optimise the performance of all Service Centre Managers engaged on the account.

Qualifications and Experience:

Education:

• Degree preferred; Will consider significant QBE

Work Experience:

• Previous managerial experience in a role where a high level of staff or other resource management skills have been required is desirable.
• Customer-centric and able to drive a culture focused on creating the best experience for clients.
• Ideally, rail industry experience would be preferred.
• Experience of working in a unionised environment

Skills & Knowledge:

• Numerate and literate, ability to interface with management
• Must demonstrate integrity, confidentiality, and professionalism always
• Ability to work efficiently using own initiative to resolve issues
• Effective verbal and written communication skills in English,
• Ability to work under pressure and to tight timescales, prioritising as appropriate
• Proactive and positive/flexible attitude
• Computer Literate

About the company:

Gate Gourmet is the world's largest independent provider of catering services for airlines and are the core business behind gategroup, whose eleven associated brands offer customers a comprehensive scope of products and services for virtually any on-board need. We provide more than 200 million meals a year to our 270-plus customers at some 120 airport locations around the globe