Senior Business Operations Lead

2 weeks ago


Edinburgh, United Kingdom Manchester Arndale Full time

They are responsible for the effective management of the PRM operation and administration, retaining accountability to the Airport Services Manager.
Improve customer service experience, processes, policies, and standards
Take responsibility for monitoring, analysing the feedback from our customers and reporting Plans of Actions
Prepare written reports and ensure compliance with SLA
Manage cost drivers (absenteeism, equipment, labour, overtime) within assigned budgetary limits
Manage the Occupational Road Risk of those drivers under your control.
Manage the safety performance of subordinates and take appropriate disciplinary action for any breaches in accordance with Company Procedure.
Ensure compliance with OCS policies and procedures
Assist with monitoring of absenteeism and Development of staff
Analyse data and trends feedback to determine if customer satisfaction is achieved.Critical Performance Measures (CPMs) / ObjectivesKPIs met monthly/Ensure monthly SLA met/ minimize delays and complaints
Compliance with Company Policy/Procedure relating to Quality, Health and safety, environment, uniform standards
Customer feedback/complaints resolutions have been closed to a positive outcome.
Produce monthly performance reports
IT literate with a good knowledge of MS Word/Excel



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