Operations Performance Manager
🔒 Confidential Employer
Posted 7 May 2026
LOCATION
Birmingham
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£38,637 / year
CATEGORY
Management & Operations
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion
SKILLS
Team Management
Operational Decision Making
Communication Skills
Customer Complaint Handling
Budget Management
HR Process Management
Driving Licence
Quick Thinking Under Pressure
FULL DESCRIPTION
Operations Performance Manager
[Employer hidden — sign up to reveal] is seeking an Operations Performance Manager to join their team at Birmingham Airport. This permanent, full-time role involves tactically managing the performance of the daily Assisted Travel Operation, ensuring safe, secure, and efficient delivery. You will be an advocate for both users and the entire Assisted Travel product, promoting [Employer hidden — sign up to reveal] values. Salary: £38,637 per annum.
About the Role
- Maintain a visible presence within the operation, managing resource to drive efficiency to meet SLA/KPI requirements.
- Undertake dynamic, operationally critical decision making to ensure Customers receive an exceptional, safe assistance experience and Airline on Time Performance is maximalised.
- Lead and develop the Assisted Travel Team and undertake line management tasks for the Team Managers and Controllers.
- Work and communicate collaboratively with the wider Airport community.
- Exercise foresight using data to proactively manage the operation.
Why Join Us?
- Annual leave entitlement of 5.6 weeks
- Lifestyle Benefits – mortgage and financial advice, vouchers, employee referral scheme
- Learning & Development – eLearning, progression, training, apprenticeships
- Health and Wellbeing – life assurance, mental health support
- Access to an Online GP for you and your dependents
- Financial support
- Discounts on hundreds of retail sites
- Cycle to Work scheme
What We Are Looking For
- Proven experience of managing teams in an operational environment
- Track record of strong communication and influencing skills
- Significant experience in handling customer complaints both face to face and in writing
- Experience of managing employees through all HR processes
- Proven experience of managing budget (headcount or financial)
- Basic IT Skills
- Ability to think and act quickly in emergencies or under pressure
- Ability to deliver succinct and clear verbal and written reports
Qualifications and Licenses
Essential:
- Full Driving Licence
- Management / Strong leadership skills
Desirable:
- Ability to plan, devise and implement thorough process
- Maintain high standard of personal presentation, punctuality and attendance
- Calm in a crisis or under pressure
- Proven Customer Service skills
- Airport Driving Permit
- IOSH Managing Safely
- Managing multiple tasks to meet deadlines within a dynamic & pressurised environment
Additional Information
Closing Date: 20 May 2026. Vacancy Reference: 4523. Please note that successful internal applicants will be appointed on the terms and conditions applicable for this role. Apply via the Apply Now button.
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