Key purpose

• The key purpose of this role is to provide support to the Operations Director in executing the operations of the Transport sector across the Middle East. The aim is to drive the operational excellence program for existing, and any new contracts, while striving for organic growth, especially in Total Airport Services. Working closely with Contract Managers; understanding and delivering our financial commitments and budgets is critical.
• To provide oversight of all aspects of the sector people & operations, including internal / external client and vendor stakeholder management and delivery of world-class, value add reporting to the business.
• Own transitions for the sector as we execute on our strategy across both the UAE & Saudi.
• Ensure budgets and forecasts for transitions are met and ensure awareness of all issues that may materially impact the financial performance and report accordingly.
• Responsibility for overall execution of Transport business plan. Responsible for the control of all people deliverables, plans, policies and strategies related to the operations included but not limited to Top Ten Battles, OE, Nationalization & Innovation Sprint. The individual will work closely with Operation Director Transport.
• Responsible in supporting the delivery of the operational & financial strategies, operating plans and results across existing and new customers. Provides overarching leadership and implementation of best practice across the contracts to the benefit of Serco and our clients.
• The position includes working closely with the Contract Managers to achieve contractual and internal targets for financial P&L control, Service level agreement, KPI’s, safety, operations, service reliability to the client and achievement of Client service standards in all facets of Transport, including but not limited to Hard Facilities Management (Aviation Operations), Customer Experience/hospitality, ANS & FRS.
• Deputization of Operations Director – Transport when required.

This role reports directly to the Operations Director Transport.

• Other Key Relationships
• Growth Director
• Middle East Growth Team
• Contract General Managers
• HR Business Partner
• Prime Customer Stakeholders working with Operations Director and Contract Managers.
• Executive Leadership Team.
• Relevant Support Functions Stakeholders (HR, Finance, Marketing etc).

Strategy

• Play a proactive role in shaping the Transport strategy;
• Develop, own and implement plans that will deliver business strategy to maximum effect including Top Ten Battles.
• Develop and maintain strategic alliances with key stakeholders both internal and external to the organization including clients and service providers to maximize performance and organizational reputation.

People, Leadership and Relationship Management

• Work with the contract managers to ensure they understand and adopt the strategy and plans, involving the members as appropriate, and are motivated to achieve their objectives.
• Ensure outstanding Transport teams are recruited, professionally managed and developed and behave in accordance with the Governing Principles.
• To ensure that the business has an efficient and effective operating structure that maximizes value for Serco and the customer including leveraging shared service facilities as appropriate.
• Excellent people leadership skills. Must be skilled in communicating, cross cultural management, organizational culture development and motivating staff.
• Politically incisive in communicating effectively with government agencies, board members, media/press, contractors and staff.
• Highly motivated and flexibility to work in a time-sensitive environment to respond quickly and effectively to unanticipated high workloads, events and emergencies.
• Excellent analytical reasoning ability and capable of making decisions on complex matters.
• Thorough understanding of all aspects of safety and environmental issues related to Transport operation s.
• Ensure that a best practice framework is in place for the delivery of the contract/s using processes, procedures and systems which are aligned with those of the company.
• Work with colleagues to develop operational good practice, exploit potential synergies and economies of scale.
• Produce, monitor and enact a stakeholder engagement plan against all customers within the contract.

Operations Management

• Deputise for Transport Operations Director when required.
• Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions.
• Accountable for the overall efficiency and effectiveness of services provided to clients.
• Support management and reporting of delivery against Managed Services and KPI's.
• Deliver continuous improvement and efficiency initiatives [Operational Excellence & Innovation Sprint drive], providing tangible data and reporting which compares performance across the contracts.
• Manage the internal audit for the sector and external audit for the Citizen Services & Defence entities
• Understand and ensure output specification based integrated facilities management services (i.e. entire risk is transferred by the client to the Service Provider).
• Manage the restoration of quality service delivery and recover services affected by any external, financial and operational issues.
• Understand contract P&Ls and work with contract managers to deliver to budget and beyond through operational excellence activities.
• Provide strategic direction, planning, and managing the development and implementation of policies, procedures and work instructions for aligning department’s operations to the committed performance targets and achieving year-over-year cost reductions while improving operations efficiency and performance;
• Provide direction to subordinate managers regarding for the resolution of complex issues, compliance issues and potential problems related to operations;
• To assign suitable deputies, to act on their behalf during absence;
• Ensures that Contract Managers take ownership for the competence of their teams;
• Review non-conformances raised against the department regularly and assign resource to close out overdue Non-Conformances (NCs) within agreed timescales;
• Identify and analyse opportunities for cost savings that can be discussed with the senior leadership for implementation (part of OE).
• Undertake regular and formal reviews of contracts with finance team.
• Ensure that all contract amendments are in line contractually with Serco governance and ensure all material variations follow the governance guidance.
• Ensure Serco remains proactive and responsive to client matters.
• Perform and carry out other duties as instructed / directed by the Transport Operation Director.