Operational Performance Manager

TUI Group is the world’s number one integrated tourism business. Within TUI Group, TUI Airline regroups all airline activities across UK, Nordics, Belgium, The Netherlands, Germany, Spain, Morocco, France, and the Dutch Antilles.

The Ground Operations function operates as a multi-disciplinary team of experts driving efficiency and innovation across all aspects of Ground Operations.

Operational Performance Manager

As Operational Performance Manager, you will lead a team of Operational Performance & Airport Experience Coordinators to drive improvement across the TUI airport network, owning performance in several areas including On-time performance, Baggage Delivery times, Check-in Queue times, Customer Satisfaction and Ancillary Revenue. You will ensure performance is regularly and routinely reported, analysed and tracked, initiating improvements with Ground Ops teams and third-party service providers. You will be driven to achieve internal performance objectives, providing data and insight to allow Ground Ops teams to effectively manage supplier performance to ensure contracted SLAs and KPIs are met. You will ensure learnings from our performance are captured and will lead the advance planning of seasonal operations to ensure performance is well planned and optimised.

In this role, you’ll report to the Head of Station Operations.

We are happy to consider this opportunity on a hybrid working model basis on line with local office attendance requirements. Occasional business travel should be expected.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, generous travel benefits, extensive health & well-being support, and more
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation

ABOUT THE JOB

• Manage interactions with Ground Ops colleagues and Data & Analytics teams to develop performance dashboards and ensure Ground Ops data requirements are met
• Owning all Ground Ops operational performance, ensuring data analysis is conducted promptly, so improvements are introduced to allow for maximum impact
• Ensuring feedback on performance is collated and used to drive initiatives with stakeholders across TUI Airline
• Reporting regularly on performance to senior leadership in Ground Ops and across TUI Airline and tracking improvements in a presentable and consistent format
• Representing Ground Ops at senior TUI Airline operational performance and airport experience meetings, sharing metrics and owning improvement actions across the department
• Developing initiatives to improve performance, working with Ground Ops Region teams to deliver in an aligned and coordinated way
• Ensuring the success of performance and airport experience initiatives are tracked, feeding learnings into future Ground Ops strategic priorities
• Manage Ground Ops advance seasonal planning, ensuring learnings from current performance are used to drive improvements for future seasons, and readiness activity is tracked to optimise performance
• Manage seasonal preparation through analysis of seasonal flying programs and aircraft basing data to ensure Ground Ops teams have the necessary data to prepare for success
• Manage Ground Ops third-party supplier SLAs and service provider bonus/malus schemes, ensuring costs are optimized through accurate and reliable SLA reporting
• Provide consolidated reporting on performance of strategic suppliers to be used at senior level TUI Airline business reviews
• Lead, motivate, engage, and develop your team

ABOUT YOU

• Proven operational experience and understanding of Ground Operations
• Leadership skills, with the ability to motivate, engage and develop a team to deliver results
• Results-driven individual, with strong data and analytical skills
• Strong communications skills, being able to take multiple data sets and convey these clearly and in multiple formats to various audiences
• Customer focused individual, driven to achieve the best possible standards for our customers
• Good interpersonal skills, with the ability to build trust, rapport, and productive relationships
• Ability to influence peers and senior leaders, achieving buy-in to new initiatives
• Well-organised, with strong process management skills and an ability to establish and work to priorities
• Self-motivated and ability to work independently as well as part of a team
• Excellent IT skills and experience using analytics software (Tableau), Excel and PowerPoint
• Role requires strong business English, both spoken and written, and will involve occasional international travel

SECURITY STATEMENT

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline.

Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply)