• Profile

Operations Manager

Core Skill:
Operational/Incident Management
Salary Details:
Competitive, based on experience
Advertising End Date:
22 Jul 2019
Vacancy Type:
Job Description:

Role overview

This is a high-profile senior role accountable for delivering an efficient, compliant and high performing security operation.  At its core is the leadership of a team of around 250 security officers, security managers and 3rd party support organisations in achieving our performance standards.  The role holder will take the lead in the planning, resourcing and execution of the Edinburgh Airport security operation, achieving an optimal balance between operational excellence and customer satisfaction.  They will ensure continuous improvement through the Plan, Do, Review process, deliver efficiencies through change programmes and maintain a strong focus on team and people development to ensure a high performing, motivated and effective team.  This position is at the heart of the Airport operation and requires excellent leadership, communication and planning skills with the ability to think clearly through complexity.

Principal accountabilities


  • Accountable for the leadership, coaching and motivation of a large operational team in accordance with Edinburgh Airports Values, especially through periods of change.
  • Developing and executing a strategy for operational success pursuing agreed performance metrics.
  • Setting clear goals and expectations for individuals in the team by coaching and providing consistent feedback.Ensure all Duty Managers and Supervisors are managing their team through the appraisal process.
  • Ensure the fair and consistent application of all EAL HR policies and processes.
  • Involvement in the recruitment of team members and responsible for their integration into the team.Identify talent and develop any top performing team members.
  • Act as a role model demonstrating knowledge and understanding of each individual task the team undertake.
  • Strong engagement and inter-personal skills to sustain motivation and collaboration. Ensure all staff and Union partners are able to feedback suggestions and concerns in an open and trusting environment.Ensure appropriate responses and actions are tracked and progressed in a timely manner whilst celebrating success.
  • Deal swiftly with any issues relating to direct or indirect team performance and/or team issues as appropriate, ensuring any follow up action is taken.
  • Accountable for driving a safety-based culture within the team and for ensuring all security areas comply with EH&S requirements/policies including audits and inspections.Ensure staff engagement via the Safety Shares program.Responsible for rectification activity where necessary.
  • Work with training and HR specialists in developing plans and activities to support implementation/delivery.

    Operational Performance

  • Accountable for Security performance targets by ensuring Security Duty Managers, Supervisors and officers are fully competent to deliver optimal performance.
  • Accountable for analysing performance, identifying trends, areas for improvement and promoting best operational practice.Coaching Security Duty Managers and Supervisors in the use of data analysis to deliver excellent operational performance.
  • Supporting the delivery of a fully compliant security operation through promoting positive working relationships with Security Duty Managers and Compliance Manager.
  • Regular review of Standard Operating Procedures, updating and amending where required.
  • Accountable for reviewing adherence to the Standard Operating Procedures within the operational team.Coach and mentor Officers, Supervisors and SDMs in the practical application of SOPs to ensure consistent delivery and understanding.
  • Regular review of briefing and de-briefing sessions held by the operational team and adapting where required. These should include performance targets for the day, ensuring clear expectations are set and met and all relevant data is understood. Ensure performance issues, recurring themes and company updates are cascaded to all relevant Managers and auditable logs of briefing sessions are satisfactory.
  • Work with the Head of Operations to deliver an efficiency strategy which will meet goals and maintain high standards whilst identifying areas for operational improvement, waste and cost reduction.

    Passenger Experience

  • Fully accountable for the overall passenger experience across the security operation. This experience should be reviewed daily with the Security Duty Managers and any issues resolved.
  • Develop a customer service culture within the team by encouraging positive, friendly engagement with passengers.
Person Specification:

This is a role for someone who enjoys working in a fast-paced organisation, can assess information quickly and make effective, analytical decisions.  They must be self-motivated, target-driven and lead in a positive and engaging manner.

Key skills:

  • Strategy.Able to set clear and defined objectives and develop a coherent plan for success across multiple lines of development (e.g. people, process, infrastructure).
  • Decision making.Can take a holistic view, making quick, clear and informed decisions based on the information available, considering all risks and impacts on the whole operation whilst finding the best possible solution to the problem
  • Problem Solving:Can continuously improve the efficiency and effectiveness of the operation, is willing to challenge current thinking and execute effectively.When problems arise, identify what can be done immediately and provide a quick and pragmatic solution.
  • Communication:A clear, confident, inclusive and enthusiastic communicator with the ability to lead, engage, manage and influence at all levels. Be a great listener.
  • Leadership:Proven ability to lead in a visible and demanding operational environment.Set the example as an open and inclusive leader and develop leadership capability throughout the team.Be a role model in every aspect, promoting a motivational leadership style and demonstrate great interpersonal skills.
Qualifications and Experience:
  • Experience of accountability for leading large operational teams in a fast-paced operational environment and achieving great results
  • Able to demonstrate ability to shape and sustain high performance through collaborative leadership – “setting the example”.
  • A higher standard of education, preferably to degree level
  • Working knowledge of continuous improvement best practices
  • A comprehensive knowledge of Security Operations desirable but not essential
  • Experience in understanding and meeting customer requirements
  • A track record of successful delivery of tangible results over time through individual contribution and engagement of teams/individuals
  • Operational Management experience an advantage
  • Non-direct report coaching/mentoring/training experience preferred
  • Experience of data analysis and manipulation to improve operational performance
  • High standard of computer literacy including excel