Commercial Operations & Performance Manager – IAG

Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.    

But at the heart of our business is our people.

Role Purpose

Working in partnership across our IAG key accounts with British Airways (BA), BA Cityflyer, BA Euroflyer, Vueling, Aer Lingus, Iberia and Iberia Express (the “OpCos”).  Ensure Menzies Aviation provides operational support and continuous improvements across a diverse and exciting OpCo group. Provide operational support across a range of activities, including but not limited to; OTP, ancillary revenue, customer engagement standards, baggage handling, operational innovations and cost saving initiatives. Develop relationships across the OpCo's operational and customer service teams.

Work closely with the Menzies Aviation commercial and operational teams providing support as necessary to maintain open reporting lines, assisting in renewals, RFPs and operational start-ups.

What you will be doing

• Responsible for developing and implementing monthly operational and customer satisfaction dashboards, using key metrics as defined within the OpCo service level agreements
• Establish two way communication. Implement regular forums with IAG and the OpCos to raise the Menzies Aviation profile in relation to our service delivery performance and work with MA stations where performance needs to be improved
• Work with station operational management and regional S/VPs on driving continuous improvements, Improving the customer experience and cost saving initiatives
• Improve and promote customer ancillary revenue across all MA locations
• Liaise and work with MA on IT systems innovations, understanding and recognising which systems will promote and drive positive performance and output

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

• Minimum 5 years' experience in the Aviation Sector
• Previous operational, customer services or key account management experience across the OpCos
• Experience of working in complex organisations with a global footprint and diverse structures
• Proven experience working with major customers
• Computer literate with (advanced – desirable) skills in Microsoft packages – PowerPoint, Excel, Word etc
• Prepared to work outside of normal business hours when necessary
• Ability to travel across the European region

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!