Working Hours: 37.5 hours per week
Work Pattern: Monday to Friday – 09:00 – 17:00 (flexible)
Travel Requirements: None
On-Call / Shift Work: Out-of-hours Duty Manager on a rota basis
Special Conditions: Flexibility in working hours may be required to meet operational needs
Purpose of the Role
The Operations Manager is responsible for managing day-to-day and long-term operations, including scheduling, logistics, and operational support for consultants and internal teams. The role ensures smooth, efficient delivery of services, optimal consultant utilisation, and a consistent, high-quality client experience. It also provides operational insight to support strategic decision-making and drives continuous improvement across processes.
Scope & Decision-Making Authority
The Operations Manager operates with significant autonomy over scheduling, resourcing and day-to-day delivery. The role is responsible for:
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Managing consultant scheduling, including on-the-day rescheduling
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Overseeing competence development, standards planning and related administration
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Approving Associate Consultant expenditure within budget
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Managing large programme schedules
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Setting and enforcing operational guidelines, policies and fatigue management standards
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Driving continuous improvement in operational processes
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Escalating complex commercial, contractual or client risks to the Operations Director
Key Relationships
Internal
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Operations Director – operational leadership, strategic alignment and performance reporting
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Operations Team – day-to-day management and development
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Consultants – scheduling, utilisation planning and delivery coordination
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Business Development – coordination of client delivery requirements and forward planning
External
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Clients – coordination of training and consulting delivery
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Associate Consultants – engagement coordination and oversight
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Suppliers – travel, accommodation, logistics and strategic supplier management
Key Responsibilities
Operations & Scheduling
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Manage consultant scheduling, producing provisional bookings reports and utilisation forecasts
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Lead the Weekly Team Ops Meeting and attend relevant BD and Ops Meetings
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Coordinate with clients and internal teams to ensure smooth daily and programme-level delivery
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Manage on-the-day rescheduling due to sickness or operational issues
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Oversee travel, accommodation and logistics for training delivery
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Support virtual training setup and technical readiness
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Ensure office coverage and seamless training operations
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Conduct risk assessment checks and maintain accurate operational documentation
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Administer the scheduling tool, check timesheets and ensure accurate time recording
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Oversee competence development, standards planning and related administration
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Monitor and optimise consultant utilisation to achieve delivery targets
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Ensure compliance with operational processes, policies and fatigue management standards
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Act as out-of-hours Duty Manager on a rota basis
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Manage operational issues including complaints, shortfalls, Non Conformance Reports and Quality Discrepancy Reports
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Prioritise multiple tasks and adapt quickly to unforeseen changes
Financial Management
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Validate supplier invoices
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Provide operational and commercial oversight to ensure profitable delivery
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Approve Associate Consultant expenditure within budget
People Management
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Lead and support the Operations Team
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Recruit, coach and performance-manage team members
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Build an inclusive, motivated, high-performing team culture
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Celebrate individual and team success
Supplier Management
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Coordinate Associate Consultant engagements
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Manage supplier relationships and ensure value for money
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Conduct ISO-aligned supplier service assessments
Reporting & Improvement
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Produce operational reports and insights for the Operations Director
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Identify and implement process improvements
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Create opportunities to challenge existing practices and drive operational efficiency
Key Metrics for Success
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Consultant scheduling maintained with minimal rescheduling failures and optimal utilisation
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Accurate utilisation forecasting informing resourcing and strategic decisions
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On-time, within-budget delivery of consulting and training engagements
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Client and consultant satisfaction with operational delivery
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Continuous improvement in operational processes and team performance
AI & Digital Competency
TrustFlight is an AI-first organisation. Every role is expected to actively engage with AI tools and digital ways of working to drive efficiency, quality, and innovation.
AI Fluency Tier Tier Profile Expectations Tier 2 — AI Practitioner Applies AI to optimise processes and decisions Designs prompts and workflows that leverage AI for analysis, reporting, or automation. Evaluates AI output quality and bias. Identifies new AI use cases within their function. Shares best practices with the team.
Role-Specific AI & Digital Skills
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Use AI tools to support utilisation forecasting, scheduling analysis and operational reporting
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Apply AI-assisted tools for operational documentation and process improvement
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Leverage digital collaboration tools to coordinate remote delivery and supplier communications
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Use data and digital insights to inform operational decisions
AI Development & Growth
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Complete TrustFlight AI onboarding within the first 30 days
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Experiment with AI tools to improve scheduling, forecasting and reporting efficiency
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Share best practice and contribute to continuous improvement in digital ways of working
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Competencies & Behaviours
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Delivery Focus — Manages time and priorities to meet commitments; responsive under pressure
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Collaboration — Works constructively with consultants, clients and internal teams
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Customer Centricity — Keeps client and consultant experience at the centre of operational decisions
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Problem Solving — Applies structured thinking to resolve operational issues quickly
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Communication — Communicates clearly and proactively with all stakeholders
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Innovation — Proactively identifies process improvements using technology and data
Required Qualifications & Experience
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Experience in aviation or travel industry operations
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Proficiency in Microsoft Office and scheduling tools
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Proven team management and problem-solving experience
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Strong leadership and decision-making capabilities
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Experience in training and consulting operations
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Ability to lead local and remote teams effectively
Desirable Skills & Experience
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Experience with TimeWatch or equivalent resource management platforms
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Familiarity with fatigue management standards
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Experience managing large programme schedules
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Background in driving operational continuous improvement in a professional services context
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Experience with ISO-aligned supplier assessment processes
