Assistant Operations Manager

Job Purpose

To manage operational teams during assigned shifts to ensure the timely and efficient delivery of airline catering services in line with Service Level Agreements (SLAs), Planned Time of Service (PTS), and other key performance indicators, while upholding safety, quality, and compliance standards.

Key Result Areas

• Regulatory and Safety Compliance

Ensure all relevant operational standards, safety protocols, and regulatory requirements are consistently met. Promptly investigate incidents, conduct due diligence, and escalate issues to management with recommended actions.

• Operational Delivery

Lead the section in achieving the business unit’s KPIs while ensuring compliance with safety, security, and on-time performance requirements.

• Resource and Team Management

Proactively allocate and manage resources to meet operational demands. Mentor and lead team members to deliver optimal service performance and maintain adherence to customer SLAs.

• Business Continuity

Ensure operational resilience during disruptions by liaising with the Operations Control Centre and testing Business Continuity Management systems.

• Stakeholder Coordination

Collaborate with internal teams, external partners, and airline customers to deliver service level commitments. Communicate operational developments and escalate issues promptly.

• Process Improvement

Implement best practices and Lean initiatives. Identify further opportunities for process optimisation and propose new solutions or technologies to management.

• Performance Management

Monitor team performance, address underperformance, and support the development of high-potential employees. Resolve recurring personnel challenges in consultation with management.

• Leadership and Culture

Lead by example, demonstrating EKFC values and desired behaviours. Coach and mentor teams to achieve operational excellence.

• Shift Communication

Oversee daily resource allocation, escalate significant variances, and ensure effective shift briefings and handovers are conducted.

• Service Delivery Leadership

Manage shift operations to ensure the timely delivery of airline catering services in line with SLAs, PTS, and KPIs.

Job Context

This role operates within established operational frameworks but requires continuous monitoring of external and internal factors that could impact service delivery. The position demands adaptability, strong decision-making skills, and the ability to lead teams effectively in a high-pressure, time-sensitive environment.

Knowledge, Skills & Minimum Experience

Qualifications

• Bachelor’s degree or equivalent qualification (required)

Experience & Knowledge

• Minimum 6 years’ experience leading shifts in large-scale operational activities, ideally within logistics, catering, or airside environments
• Proven experience implementing operational efficiency initiatives and service improvements

Skills

• Strong communication skills across all organisational levels
• Effective problem-solving and decision-making abilities
• Ability to build strong working relationships with internal and external stakeholders
• Confidence to challenge processes and propose creative solutions
• Team leadership and people development skills