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Operations Manager
Operations Manager
Working Hours
- 37.5 hours per week
- Work Pattern: Monday to Friday, 09:00–17:00 (flexible)
- Travel Required: None
- Out-of-hours: Rotating Duty Manager role (specific flexibility in design hours as required for operational needs)
Purpose of the Role
The Operations Manager ensures smooth, efficient, and high-quality delivery of services by managing day-to-day and long-term operations, including scheduling, logistics, and operational support for consultants and internal teams. The role also drives continuous improvement, provides operational insight for strategic decisions, and maintains optimal consultant utilisation.
Scope & Decision-Making Authority
Operates with significant autonomy in:
- Scheduling & resourcing (including on-the-day consultancy rescheduling)
- Competence development & standards Planning
- Associate Consultant expenditure approval within budget
- Large programme scheduling
- Setting and enforcing operational policies, including fatigue management standards
- Escalating complex commercial, contractual, or client risks to the Operations Director
Key Relationships
Internal
- Operations Director (strategic alignment, reporting)
- Operations Team (development & performance)
- Consultants (scheduling & utilisation planning)
- Business Development (client & forward requirements)
External
- Clients & training participants (delivery coordination)
- Associate Consultants (engagement oversight)
- Suppliers (travel, accommodation, and logistics, supplier management)
Key Responsibilities
Operations & Scheduling
- Manage consultant scheduling (provisional reports & utilisation forecasting)
- Lead Weekly Team Ops Meetings and attend related BD/Ops Meetings
- Coordinate with clients & internal teams for smooth delivery (training & consulting)
- Reschedule consultancy assignments on-the-day if required
- Oversee travel, accommodation, and logistics for deliveries
- Support virtual training readiness and technical setup
- Ensure consistent office coverage for training and operational needs
- Perform risk assessments & maintain documentation
- Administer scheduling tools and manage time recording (validation & sign-off)
- Progress & monitor competence development & standards
- Optimise consultant workload for delivery targets
- Maintain compliance with operational processes, policies & fatigue standards
- Act as rotating Duty Manager (on-call)
- Manage complaints & escalation processes (Non-Conformance, Quality)
- Prioritise rapid responses to evolving challenges
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Financial Management
- Validate supplier invoices & ensuring budget adherence
- Oversee financial oversight to promote profitable delivery
- Approve Associate Consultant expenditure (within budget)
People Management
- Lead & support the Operations team
- Recruitment, coaching & performance management
- Build a high-performing, inclusive team culture
- Recognise individual & team achievements
Supplier Management
- Engage & manage Associate Consultants
- Maintain value-for-money supplier relationships
- Conduct ISO-aligned supplier service assessments
Reporting & Improvement
- Produce actionable operational reports
- Identify process improvements and drive efficiency
- Use data & innovation to challenge existing practices
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Key Performance Metrics
✅ Scheduling efficiency (mitigate rescheduling failures, optimal utilisation) ✅ Accurate forecasting to inform planning & strategic decisions ✅ On-time, budget-repected service delivery (both consulting & training) ✅ Client & consultant satisfaction (feedback-driven) ✅ Operational excellence through continuous improvement
AI & Digital Focus
The organisation is AI-first, and this role expects you to engage with AI/tech tools for efficiency.
AI Competency Level: Tier 2 – AI Practitioner
-
Leverage AI for:
- Utilisation forecasting, scheduling analytics
- Operational reporting & documentation
- Supplier communications & remote collaboration
-
Tool & Growth Expectations:
- Complete TrustFlight AI onboarding within 30 days
- Experiment with AI to enhance scheduling & reporting efficiency
- Collaborate on best practices within teams
Required Qualifications & Experience
- Proven operations experience in aviation/travel
- Confident in Microsoft Office & scheduling platforms
- Experience in team leadership & problem-solving
- Strong decision-making & consulting/training operations background
- Remote management capability
Desirable Skills & Experience
- Familiarity with TimeWatch or similar resource planning tools
- Knowledge of fatigue management standards
- Experience with large-scale programme scheduling
- History of operational continuous improvement in services
- Experience conducting ISO-aligned supplier assessments
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