Operations Support Manager Emea
1 week ago
Operating since 2006, AD is one of the fastest growing airport lounge operators globally. With over 18 lounges in operation and a strong pipeline of new locations, AD, the market leader in the U.S., has expanded into the UK with ambitions to grow strongly globally.
Working with over 26 airline partners and as the preferred supplier for Collinson lounge access programmes, AD, is uniquely placed to lead the development of airport lounge proposition for independent travellers.
**Part of Collinson**
Collinson is a global leader in shaping and influencing customer behaviour to drive revenue and value for its clients. Collinson has brought innovation to the market for over 25 years, from launching Priority Pass, the first independent global VIP lounge access programme, to being the first to sell direct travel insurance in the UK through Columbus Direct. Today, we continue to invest heavily in innovation to ensure that we deliver superior customer experiences.
**Purpose of the job**
The Operations Support Manager will focus on new lounge openings alongside existing operations with the key view to align operating platforms, creating policies/SOP’s and develop structure to allow for the scaling of these business units.
The Operations Support Manager will be responsible for the relationship with AD’s operational suppliers, joint venture partners, local lounge leadership, appropriate airport contacts and airline station managers.
The Operations Support Manager will provide additional assistance to the Head of Operations specific to oversight of each individual lounge’s operating expense lines and responsibility for ensuring the delivery of the monthly operating budgets in line with expectations. This role is directly responsible for contributing to AD’s financial performance. This role is Dubai based but with the need to travel. The salary for this role is From £45,000 to £50,000.
**Key Responsibilities**
Oversight and management of the day to day operational requirements associated with AD’s EMEA & APAC lounge network.
- Support the Head of Operations across the network with the opening of new lounges to AD’s portfolio whilst also ensuring sufficient support is given to each operational lounge.
- Work closely with designers, contractors, suppliers and partners to ensure that any new lounges are developed and delivered around identified needs of customers.
- Have a comprehensive understanding with regards to statutory compliance in local legislation and regulation in particular around H&S, employment law and fire safety.
- Use best practice to help ensure that the customer experience in the lounge is developed to deliver a world class customer experience for AD customers.
- Utilize and review existing digital guest experience platforms and drive implementation of these solutions into any new acquisitions whilst working alongside the marketing teams.
- Develop structure and SOP’s to support new and existing operations to ensure we drive a consistent performance across our lounge network.
- Assist and develop onboarding programs to ensure we recruit the very best staff and also support them through our training structures which you would have consulted on.
- The analysis and review of guest feedback reports with action plans and corrective positioning through pro active communication back to the teams and other stake holders.
- Liaise directly on a pro-active and reactive basis with AD’s suppliers and partners, internal stakeholders, AD lounge clients (e.g. airlines, Collinson) and lounge staff in order to ensure successful business continuity.
- Hold weekly operational meetings to ensure the smooth running of all lounges and that any actions are resolved promptly and efficiently without negative impact into P&L results.
- Be responsible for leading, developing and implementing a regular program of creative, revenue driving actions and cost control initiatives.
- Work alongside the Collinson Product & Innovation team to explore new initiatives and developments in the market that could be explored in AD’s lounges.
- Liaise with AD’s joint venture partners for the mutual benefit of the lounge operations where contributions could be made to the overall delivery and scope of the business.
- Communicate effectively and appropriately in all directions so that the wider team understands our company goals and is motivated to work towards their success.
- Responsible for overseeing implementation with suppliers and partners of new product enhancements
- Timely response to all questions and enquires related to AD’s operation, Club policies, and any issue impacting the guest experience or Club network operation.
- Responsible for oversight of AD’s direct vendor relationships and contract fulfillment
**Knowledge, skills and experience required**:
- Experience and solid grasp of budgets/budgeting, profit and loss statements and understanding of fully allocated small business P & L management
- 4+ ye
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