Operations Manager-TWEE Duty Free Limited

The Operations Manager oversees administrative operations, drives growth and productivity, ensures strategic alignment, and supports the Managing Director while fostering strong relationships and customer satisfaction.

Job Summary:

The Operations Manager is responsible for the strategic direction and leadership for the overall administrative operations, which includes staff and service administration. This role is to effectively and efficiently manage the development and directions of the operational team to drive the growth of revenue, productivity and promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations. The Operations Manager provides key executive level support to the Managing Director in all areas of the organisation.

Job Responsibilities:

• Provide inspired leadership for the organisation.
• Make important policy, planning, and strategy decisions.
• Develop, implement, and review operational policies and procedures.
• Assist HR with recruiting when necessary.
• Help promote a company culture that encourages top performance and high morale.
• Oversee budgeting, reporting, planning, and auditing.
• Work with senior stakeholders.
• Examine financial data and use them to improve profitability.
• Ensure all legal and regulatory documents are filed and monitor compliance with airport laws and regulations.
• Identify and address problems and opportunities for the Company.
• Build alliances and partnerships with other organisations.
• Support worker communication with the Management team.
• Find ways to increase quality of customer service.
• Perform quality controls and monitor production KPIs.
• Perform all duties in conformance with appropriate health, safety, security and environmental and OSHA’s/AAT’s policies and procedures.
• Comply with Group’s processes and policies as set out and stated in the ANSA McAL Blue Book.
• Perform other related duties as may be required by Management.

 Knowledge and Skills:

• Strong budget development and oversight skills
• Excellent ability to delegate responsibilities while maintaining organisational control of branch operations and customer service
• Highly trained in conflict management and business negotiation processes
• Knowledge of general business software and an aptitude for learning new applications
• Business to Business (B2B) Best Practices (Advanced)
• Consultative Selling Methodologies (Advanced)
• Financial Concepts (Advanced)
• Salesforce (Intermediate)
• Sales Theory (Advanced)