Position Description Operations Controller

Transcription

1 Goals My Role: My Department: My Division: Responsible for day of operations activities (as defined by departmental processes and procedures) relevant to your respective Network Operations department. Specifically, the ensures the day-to-day operation of the airline is conducted in the most efficient manner ensuring the best outcomes for our Guests, whilst ensuring safety and compliance is not compromised. To be market leaders in minimising disruptions through superior planning, disruption recovery and Guest experience. Every Guest, every disruption. To drive market leading on-time performance by providing timely operational support and information, planning to minimise the likelihood of a disrupt and in the event of a disrupt, minimising the impact on each guest, through a safe, reliable and cost effective operation. Virgin Australia 1. To be Australia s airline of choice. 2. To be Australia s best customer led organisation 3. To do for corporate travellers what we did for leisure travellers in 2000 Expertise Must have Knowledge Demonstrated understanding of airline or similar logistical operations. Knowledge of tactical scheduling, contingency and business continuity planning, airport operations and customer service standards, operational constraints affecting aircraft operations, allowable defects, flight crew duty limits, aircraft limitations (TOW, EZFW) and resultant payload, flight planning and fuel requirements. Great to have Understanding of SabreSonic suite of applications (Interact, Scheduled Change Control, Native Sabre). Understanding of ticket fare price construction, ticketing and fare rules. Knowledge of applicable Civil Aviation Orders and Regulations. Working Knowledge of slot compliance and the CTMS program Qualifications Tertiary qualification in a business discipline or airline operations management. Industry related qualifications. Skills Proficient in the Microsoft Office suite. Exceptional communication skills. Team work and cooperation skills. Ability to understand complex and dynamic operational problems. Page 01

2 Must have Great to have Ability to work autonomously and make key decisions without prejudice or favour Excellent problem solving and organisational skills Ability to use a number of software packages relevant to performing the role, in particular Sabre Movement Manager Experience Ability to succinctly present information in an open forum. Proven ability to develop relationships with a range of internal and external stakeholders. Exposure to a multi-disciplinary team environment. Experience working in a highpressure operational environment. An operational all-rounder with experience in numerous aspects of airline operations including Crew Control, Aircraft Movement Control and / or Flight Planning Experience in the training & mentoring of operational team members. Experience working for a full service carrier. Key Accountabilities 1. Team work A positive approach to work assigned A positive approach to department leaders Input to and support for departmental strategy Ensure regular communication of operational information within the team and to team leaders 2. Continuous Improvement Identify opportunities to improve efficiency and quality of processes in the department. Performance of role requirements to the required standard Areas of improvement affecting performance or quality are promptly identified. Opportunities and process improvement initiatives implemented as and when determined. Targets/ results are achieved and reviewed. Page 02

3 3. Health and Safety Compliance to all company policies and procedures relating to safety. Complete safety training on time. Any safety matters are incorporated in regular operational talks with team leaders. 4. Compliance Monitor compliance with applicable industry, company and regulatory requirements. Procedures and policies are followed and adhered to. Adhere to all CASA, NZ CAA and International safety regulations Compliance with ASA metron COBT program Ensure all slot compliance at applicable airports Compliance with applicable industrial, company and regulatory requirements Accurate allocation of tails to markets allowing for restrictions both operational and regulatory 5. On-Time Performance Identify opportunities to improve the on-time delivery of departmental activities, particularly those which will benefit on-time performance for the guest 6. Change Management Participate meaningfully in Network Operations Change Management framework 7. Stakeholder Engagement Timely liaison with OCC departments regarding operational matters Oral communication to relevant stakeholders associated with the department s activities is professional, concise and objective Written correspondence is factual, un-emotive and timely Participate in projects as Complete relevant safety training as required. Timely and correct assessments of threats and situations. Non-compliance notices from internal and external parties CASA/QA audit findings Feedback from key stakeholders indicating irregularity in application of SOP s Breaches of SLAs. Department OTP targets are met Positive contribution to change management Feedback from department s stakeholders indicating required service is satisfactory Page 03

4 required and manage assigned deliverables Ensure all stakeholders are advised of irregular operations as soon as possible following the required SOP 8. Customer Service Identify who your customers are (internal and external to company, if applicable) and ensure the delivery of consistent quality service to those customers Actively work to support a service-focussed, customer centric organisational culture within the OCC. 9. Daily Tasks Completion of all shift specific duties in an accurate and timely manner Where necessary, being proactive and initiating action to resolve and improve operations Ensure that any documented tasks are concise, clear and understood Apply PER departure program Schedule submission to ASA including VARA and ANZ Manipulate the slot allocations to drive OTP improvement Crew flow with aircraft. Avoid crew changes Demonstration of behaviours aligned to Virgin Australia brand and expectations around service delivery evident Accurate and timely completion of activities in accordance with SOPs within required timeframes 10. Operational - Disruption Management Proactive in assessment and Guest Satisfaction Tracker implementation of all disruption On Time Performance management plans Feedback from business Consideration of all impacted Minimal lost revenue parts of business and external Observation parties OTP Work effectively under extreme Cancelled Flights pressure with conflicting priorities Implementation of plans that considers best Guest outcome while balancing cost and OTP Monitor delays and adjust COBTs 11. Other Manage agreed portfolios of additional responsibility that are designed to enhance and improve the overall department As agreed with Manager / Leader Page 04

5 effectiveness. 12. Communication NOC. COBT changes, PER departures Airports / OCC. Ensure all OCC and Airport staff are aware of potential disruptions and planned solutions Maintenance Watch re defects and drive a solution which protects customer experience Communicate with our Guests about delays using systems and tools provided (DNS) to ensure our customers are kept up to date with delayed flight information. Competencies are relevant to every Virgin Australia team member. Please refer to the Virgin Australia Behavioural Guide for further detail specific to your position. Continuous Improvement and Strategic Focus Critical Thinking and Analysis Organisational and Social Commitment People and Leadership Personal Awareness and Effectiveness Service Delivery Vivacity Our Expectations You are expected: 1. To be the ultimate Virgin Australia ambassador through living, breathing and promoting the Virgin Australia Values. 2. To demonstrate our Leadership Behaviours; Act with integrity, Be decisive, Act quickly, Listen to Guests and team members and Take responsibility. 3. To comply with and actively support all position, department and company policy and procedures 4. To be a team player supporting a one in all in approach and a first to know, best to deal with 5. To demonstrate our Safety First philosophy First to find, first to fix! Ensuring that you keep our workplace fair and safe free of all forms of discrimination and harassment and free from injury and incident. 6. To engage the very best of your personality and enthusiasm and create memorable, positive and fun experiences for all. Page 05