TOCC Operations Duty Manager

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.

The key focus of the TOCC Operations Duty Manager is to provide the overall 24-hour on-shift management of the TUI Operations Control Centre (TOCC), managing the operational control of the TUI Airline flying programmes, and ensuring the aircraft fleet and schedules are coordinated to enable the airline to operate safe, compliant, on-time operations.

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

• Lead the 24-hour active management of all TUI aircraft operations across the Group and relevant lease-in/out operations and respond to minimise the impacts of irregularities & disruptions on a day-to-day basis for all airlines whilst respecting the privileges and approvals of airlines’ Air Operator Certificate (AOC)
• Ensure safe & compliant delivery of commercial passenger, ad hoc, cargo or non-revenue aircraft operations at all times for the 24-hour flying programme across the five AOCs of the TUI airlines
• Coordinate the wider TOCC on-shift team, ensuring that the day of operations management of the TUI Airline flying programmes remains constantly proactive, mitigating against risk and disruption and always considering the impact of decisions on the Crew and Customers and the commercial context of the Markets’ operation
• Lead, manage, coach and develop the Senior Operations Controllers and Airline Operations Controllers ensuring they provide on shift collaboration with the wider TOCC team and TUI Airline colleagues with an international focus and understanding of the various markets, customers, commercial models, legislation, agreements and cultures within which they operate
• Provide central on-shift decision-making, balancing aircraft, crew and operational environmental factors to deliver on-time performance, cost and customer experience targets for all airlines without compromising safety and compliance
• Develop and maintain detailed understanding of considerations specific to the operations of each TUI airline including localised aviation infrastructure constraints, national or company regulatory differences, commercial environment of the Market, employee agreement parameters, customer profile and service expectations, and consider these factors and nuances in all operational decision making
• Provide optimum resolution of issues arising due to technical and maintenance factors, weather, airport, air traffic control situations and/or crew constraints across all airlines
• Develop and maintain close cooperation with TUI Group Operations Centre (GOC) for flight planning, dispatch and movement control, collaborating to identify opportunities for operational performance improvements
• Lead and ensure on-shift cooperation with 24-hour crewing colleagues for alignment and optimisation of aircraft and schedule changes impacting crew as well as crew short notice issues impacting the operation
• Lead and ensure clear and detailed on-shift communication to the 24-hour TOCC Customer team regarding schedule and aircraft changes or operational disruption affecting the customer experience, ensure close cooperation and alignment on contingency and recovery solutions taking into account the customer profile and market requirements of the operating airline
• Ensure effective and timely communication of any programme related information with internal and external stakeholders including Crewing, Engineering and Maintenance, Ground Handling Agent and service providers, Nominated Persons, TUI Airline functional management, airline management and relevant external regulatory authorities
• Undertake and ensure all short notice and on-the day applications for revised flight plans, airport slots, operating licences, overflight / landing permits are completed to protect the integrity of the operation
• Responsible for short notice lease-in / lease-out in operations across the Group ensuring all applications and activity is in accordance with regulatory requirements, company procedures, contractual terms and parameters established by and agreed with the Markets’ commercial scheduling departments
• Responsible for cost effective changes to aircraft equipment due to the technical status of aircraft in close cooperation with the Engineering and Maintenance 24-hour Maintenance Operational Control Centre (MOCC)
• Deliver immediate management and escalation of major disruptions, incidents, accidents for all airlines ensuring clarity of communications and information to airline leaders across Aviation and AOC Nominated Persons and external organisations as necessary, whilst following TUI Group, Markets, Musement and individual airline crisis response procedures
• Ensure clear detailed communication and information to TOCC colleagues to enable the collation of high quality operational information for the fulfilment of EU261 evidence in response and protection of to customer claims in all TUI Markets.

ABOUT YOU

• Desired experience in a leadership position within an airline Operations Control Centre (OCC) environment..

• Ability to make decisions in a complex environment taking into account various markets, customers, commercial models, legislation, agreements and cultures

• Clear focus to deliver results and working to targets

• Flexible, responsive, able to respond to fast changing operational situations

• Ability to build positive and constructive relationships with others, appreciate cultural and contextual differences and take account of such differences whilst collaborating with colleagues and stakeholders to ensure goals are achieved

• Understands all internal and external customers and seeks to exceed their needs

• Understands the company and external environment, is cost conscious and understands the longer-term perspective and implications of decisions

• Able to self-motivate and lead the wider Operations Control team.

• Provide regular, constructive feedback to colleagues across the TOCC to ensure continuous improvement

• Open to new ways of doing things, views change as an opportunity, comfortable working in a dynamic and complex environment

• Resilient and able to work under pressure

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.