Senior Operations Controller

Job Description

This is an exciting role in our TUI Operations Control Centre (TOCC) with accountability for the operational planning, delivery and control of airline operations in the operational control window.

By applying for this role, you are expressing your interest in the advertised vacancy and will be added to a pool of applicants to be reviewed as and when positions become available.

Using key systems, this role will require active management of the TUI Airline fleet and supervision of the Airline Operations Controllers under your remit to ensure all necessary tasks are being carried out competently and accurately. You will report directly to the TOCC Operations Duty Manager to provide support and solutions when there is disruption to the normal operation, as well as liaising closely with internal colleagues within the TOCC in the Crewing, Customer and Engineering teams, and external colleagues such as our Group Operations Centre in Hannover and our service partners and providers across the TUI network.

As our TOCC operates on a 24/7 basis 365 days per year, the role will be shift-based, covering a combination of day (7am - 7pm) and night (7pm - 7am) shifts, including Bank Holidays. Note that shift patterns may be subject to change in line with business requirements.

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & wellbeing support, and more.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

The Senior Operations Controller will:

• As required by the on-shift Operations Duty Manager, take responsibility for the active fleet management of the TUI Airline fleet, maintaining 24-hour operational control and responding to minimise the impacts of irregularities & disruptions, including maintaining overview over any relevant lease-in/out or special operations
• Develop and maintain an in-depth knowledge of the operating programme, customer profile and privileges, SLAs and approvals of the TUI airlines’ Air Operator Certificate (AOC), and act as a source of expertise and on-shift advice for the on-shift Operations Duty Manager
• Develop and maintain strong relationships with senior management including Nominated Persons of TUI Aviation airlines’ AOCs and wider Market operational teams, including participation in daily/weekly operational calls with key stakeholders and service delivery partners.
• Monitor and advise the on-shift Operations Duty Manager on irregularities or disruptions arising in parts of the overall TUI airlines’ flying programme and recommend solutions to mitigate the impact on on-time performance, customer experience and crew efficiency
• Understand and provide advice to the Operations Duty Manager in respect of local government, airport authorities, regulatory authorities, handling agents and/or Market tour operators for the TUI Airline local airline geographies and operating contexts
• Provide guidance, coaching and support for TOCC Airline Operations Controllers (TOCC AOCs), working closely and collaboratively together to maintain a robust operational flying programme.
• Understand and work in close cooperation with the TUI Aviation Engineering and Maintenance function to manage the implications of near-term operational maintenance, technical issues and Aircraft on Ground (AOG) situations, optimise and enact fleet and flying programme decisions accordingly
• Maintain close, consistent communication and cooperation with the TUI Group Operations Control Centre, who manage the flight planning aspect of TUI Airline, working cooperatively together to resolve disruptions and to optimise operational performance
• Work closely with Crewing Duty Managers to respond to and resolve operational issues ensuring compliance with all crew agreements and regulatory factors and clarity of communication within and from the TOCC in respect of crew duties
• Ensure operating cost implications and EU261 Denied/Delayed Boarding compensation financial considerations are analysed in supporting the Operations Duty Manager to manage the live operation
• Coordinate the operational response to irregularities and disruption arising in the flying programme as required by the Operations Duty Manager and in close cooperation with colleagues within TUI Aviation, the local airlines, Market tour operations and Musement ensuring a high degree of information flow and quality communications from the TOCC
• As required by the Operations Duty Manager and the dedicated Leasing team, coordinate short notice lease-in / lease-out in accordance with local CAA regulations and/or aircraft type changes
• Support the Operations Duty Manager in the event of major disruptions, incidents, accidents for all airlines and in accordance with TUI Group, Markets, Musement and individual airline emergency response procedures (ERP).
• Assist the TOCC OAC in carrying out operational flight watch, maintaining accurate systems data at all times
• Maintain a detailed working knowledge of all operational systems and contribute to the development and testing digital and analytical systems solutions for the airline operational control environment
• Prepare high quality written reports and operational data to enable management decision and action

ABOUT YOU

• Strong understanding and experience of aviation operational, technical and regulatory matters
• Clear and strong communications
• Flexible, responsive, able to respond to fast changing operational situations
• Ability to build positive and constructive relationships to work in collaboration with colleagues and stakeholders
• Detailed understanding of cultural and contextual differences within TUI Aviation local airlines
• Customer focused towards both internal and external customers
• Cost conscious and understands the longer-term perspective and implications of decisions
• Open to new ways of doing things and views change as an opportunity
• Resilient and able to work under pressure
• A patient approach to coaching and supporting junior and less-experienced members of the team

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

SECURITY CLEARANCE STATEMENT

At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage.

Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years (some costs may apply).