Operational Control Centre Manager (OCM)
Job Purpose
The Operational Control Centre Manager (OCM) plays a key role in the successful delivery of all International Removals activity. Responsible for the central coordination, planning and oversight of scheduled, charter and complex case removals, the OCM ensures every operation is effectively prepared, appropriately resourced and delivered in line with contractual, legal and operational requirements.
Leading the Operational Control Centre (OCC) team, the OCM provides expert planning, operational guidance and decision-making support. They ensure that tasking requests, operational briefings, job packs and risk assessments are completed to a high standard, enabling safe, efficient and well-coordinated removals activity.
Working closely with clients, operational teams and key stakeholders, the OCM helps maintain a clear operational picture, ensuring resources, risks and priorities are understood and effectively managed.
Main Responsibilities
Operational Planning and Coordination
Lead the planning, coordination and delivery of all scheduled, charter and complex case removals across International Removals.
Ensure all tasking requests received from the client are reviewed, prioritised and actioned within agreed timescales.
Oversee the preparation and quality assurance of operational job packs, deployment briefings and risk assessments.
Support the smooth and effective delivery of operational activity through proactive planning and problem-solving.
Operational Control Centre Leadership
Manage the daily activities and performance of OCC Coordinators, ensuring workloads are allocated effectively and systems are maintained accurately.
Monitor live operations, responding quickly to changing circumstances, escalations and resource requirements.
Maintain oversight of operational activity and ensure key information is communicated clearly to operational teams and stakeholders.
Foster a positive, collaborative and high-performing team environment.
Resource Planning and Operational Assurance
Lead the allocation of operational resources, ensuring the right people and capabilities are assigned to each activity.
Use operational intelligence, forecasting data, trends and risk assessments to support informed planning decisions.
Ensure all planning and tasking activities meet contractual requirements and internal quality standards.
Continuously review resource utilisation to support efficiency and operational effectiveness.
Risk, Compliance and Reporting
Ensure operational decisions are supported by current risk assessments and comply with all relevant legal, contractual and policy requirements.
Review operational data and provide accurate reporting to the International Removals Senior Leadership Team.
Coordinate and prepare information required for audits, assurance reviews and governance meetings.
Promote a culture of compliance, accountability and operational excellence.
Stakeholder Engagement
Build and maintain strong working relationships with operational teams, clients, escort teams and wider International Removals functions.
Ensure effective communication channels are in place to support a shared understanding of operational priorities and risks.
Lead planning discussions and multi-disciplinary meetings when required to support complex, high-risk or high-profile activities.
Leadership and Team Development
Provide clear leadership, coaching and support to OCC Coordinators, helping them develop their skills and confidence.
Conduct performance management activities, providing regular feedback and guidance.
Encourage continuous learning, knowledge sharing and professional development within the team.
Promote consistency, accountability and high standards across all aspects of the OCC function.
Continuous Improvement
Identify and implement opportunities to improve processes, efficiency and operational resilience.
Encourage innovation and the sharing of best practice across International Removals.
Support continuous improvement initiatives that enhance service delivery and customer experience.
Person Specification
We're looking for someone who is organised, proactive and comfortable working in a fast-paced operational environment. The successful candidate will be able to balance competing priorities, build strong relationships and make sound decisions under pressure.
Essential Skills and Experience
Able to quickly understand and apply client requirements, processes and procedures.
Strong IT skills and confidence using operational systems and databases.
Experience building effective working relationships with a range of customers and stakeholders.
Proactive, adaptable and able to respond positively to changing priorities.
Motivated to achieve high standards and deliver excellent results.
Committed to following and improving processes that drive efficiency and enhance the customer experience.
Demonstrates a willingness to learn, develop and continuously improve.
High levels of personal resilience and a positive, can-do attitude.
Excellent written and verbal communication skills.
Able to identify innovative solutions and new ways of working.
Strong negotiation, problem-solving and relationship-building skills.
Demonstrates initiative, good judgement and practical decision-making.
Customer-focused, with an understanding of delivering excellent service.
Works collaboratively and effectively as part of a team.
Remains calm, professional and focused in pressured situations.
Able to successfully obtain Home Office Counter Terrorist Clearance (CTC).
