Operations Manager - United Kingdom (London)

Summary:

The Operations Center team provides 24-hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Manager ensures that the Operations Center team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.

The Operations Manager facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has managerial responsibility for Supervisors, Operations Agents, Remote Agents, Client Onsite Agents, Client Service Specialists and other non-exempt team members within the Operations Center.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Tracks the status of the API dashboard, noting any deviations from normal changes, reassignments and relocations.
• Evaluates business options which can be taken to insure accommodation resolution in an effective and timely manner.
• Relays information and coordinates with necessary departments to initiate and implement required changes, coordinating with and updating senior management as necessary.
• Maintains a chronological shift log for recording key data for daily events.
• Resolves operational issues affecting unconventional requests and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
• Provides guidance to Operations Center personnel during regular and irregular operations (IROPs). Serves as lead subject matter expert advising Operations staff on a variety of operational issues.
• Focal point for contingency planning during operational disruptions.
• Ensures current, accurate information and procedures are utilized. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
• Supports organizational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
• Analyzes issues that have potential impact on ACES dashboard application, and relays information to supporting departments, marketing, department managers, Operations Center Director, and senior company management as appropriate. Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-up analysis.
• Coach and mentor Operations Supervisors and team members.
• Provide Operations Agents with comprehensive qualitative quarterly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news.
• Support the management of daily transaction time; answer rate and response time goals.
• Work closely with all supervisors to ensure open communication, consistency and work flow.
• Accept supervisory calls including customer problems and take appropriate action to resolve issues.

Competencies

• Excellent client relationship building skills
• Strong problem solving and analytical skills
• Results driven
• Negotiation skills
• Able to multi task and work well under strict deadlines and fast paced environment
• Skilled at managing processes
• Ability to positively present API in customer facing situations
• Attention to detail and the ability to produce high quality work is a must
• Exceptional verbal and written communication skills
• Knowledge of airline operations and business models
• Strong computer skills, with an emphasis on Microsoft Office products especially Excel
• Outstanding relationship management and customer service orientation skill
• Proven leadership experience, including the ability to lead and motivate a team

Position Type and Expected Hours of Work:

This is a full-time position with flexibility to work evenings and weekends based on business needs.

Required Education and Experience:

• Experience in the travel industry and working closely with hotels is preferred
• Strong Microsoft Office computer skills with emphasis on Excel
• Customer service and client relationship background a strong plus

Other Duties:

Duties, responsibilities and activities may change at any time according to business needs.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.