General Manager – Airport Operations Delivery – UK (North)

Jet2.Com Limited
General Manager – Airport Operations Delivery – UK (North)

Team: Ground Operations – Central Support

Salary: Excellent

Contract Type: Permanent

As the General Manager – Airport Operations Delivery – UK (North) you will report to the Head of Ground Operations – UK Airports Delivery. In this role you will ensure a smooth and efficient ground handling operation across the Northern network of UK Airports, including Newcastle, Glasgow, Edinburgh & Belfast stations. The primary focus of this role is achieving a safe, punctual and cost-effective operation through adept relationship management with operational Teams, third-party suppliers, and airport operators. This includes meeting contractual obligations as well as maintaining a commitment to deliver a safe, friendly, and VIP customer experience.

Strategic Operational Responsibilities:

• Take full responsibility for delivering operations at designated airports, ensuring safety performance across all stations within the jurisdiction. Ensure that activities are adequately resourced, Ground Support Equipment (GSE) is in suitable condition, and procedures and regulations are strictly adhered to.
• Collaborate closely with the Compliance and Assurance team to facilitate regular audits of airports. Ensure effective and timely resolutions to any non-conformities identified during audits. Monitor stations’ safety performance through the Ground Operations ‘Check2’ self-monitoring tool, taking swift action on any findings, safety reports, or observations.
• Effectively manage self-handling operations, contracted service providers and airport operators. Implement and track agreed service level metrics, such as on-time performance, check-in desk availability, and short-shipped baggage. Ensure bonuses or penalties are applied in line with Service Level Agreements (SLA) and contracts.
• Promote a Working as One Team approach between Ground Operations Head Office, Operations Control, Engineering and Flight Operations’ Teams. At local level, foster collaboration with colleagues, third-party ground handlers and other contracted parties to provide customers with a seamless journey and the highest levels of customer service.
• Ensure the supply and availability of resources and materials for and Jet2holidays operations at all stations.
• Oversee the budget and resources of Ground Operations within your area of responsibility, liaising with the UK Airport Operations Support and Planning Teams to ensure resource is planned and efficiently delivered for our self-handling teams.
• Work with GM Customer Helper Development to deliver excellent customer service in line with the ‘Take Me There’ values and behaviours.
• Work with GM Airport Operations Delivery to deliver safe and compliant operation according to training and regulation, and to implement key projects such as base openings and changes.
• Lead, inspire, coach, and develop the UK Station Manager team in your region to achieve business objectives, implement company initiatives and new workstreams consistently across the network.
• Handle operational emergencies and challenges as needed, collaborate with the Customer Operations Team at Head Office on projects to ensure the company can respond with quick service recovery and return to normal operations.
• Provide on-call support to team on behalf of UK Ground Operations and be available to work bank holidays and weekends due to the nature of a 24/7 team.

To be successful in this role you will:

• Have previous experience of Station Management in a Ground Operations environment is essential.
• Be enthusiastic and conscientious about delivering great customer service.
• Have strong strategic and conceptual abilities coupled with a high bias for action and a proven track record of results.
• Have a confident leadership approach
• Motivate and coach others to deliver.
• Be an ambassador for the brand and ethos
• Have a proven ability to effectively manage challenging internal and external stakeholders.
• Have excellent communications skills, both verbal and written
• Be tenacious and resilient
• Be flexible and responsive to change.

This role is based in the UK, managing a geographical area, with frequent travel across the operations. To ensure effective compliance and management of colleagues in their area, you will ideally be based in the North of the UK. A flexible approach to the role is necessary due to the nature of the Ground Operations Department.

Help us to send our all-important customers on holiday with and Jet2holidays