Job Title: Commercial Operations Manager
Location: Gatwick Airport (Primary) with responsibility for Stansted Airport and other Southern England locations as required
Reporting to: Operations Director / Commercial Director
Direct Reports: Duty Managers
Role Purpose
The Commercial Operations Manager is responsible for the end-to-end operational and commercial performance of Assured's Gatwick Airport contracts, with additional oversight across Stansted Airport and other Southern England locations as required.
The role covers airport-based operational services including vehicle preparation, car care, cleaning, and related support services delivered to major airport and fleet clients.
This is a senior, hands-on leadership role combining operational excellence with strong commercial focus. The postholder will ensure contractual compliance, service quality, financial control, and client satisfaction, while proactively driving efficiency, growth opportunities, and margin performance.
Key Accountabilities
Operational Leadership
* Take full operational ownership of Gatwick Airport contracts, ensuring services are delivered in line with contractual requirements, service specifications, and agreed work volumes.
* Lead and support Duty Managers across Gatwick, Stansted and other Southern airports, ensuring consistent performance and effective coverage.
* Ensure staffing levels, rotas and deployment match fluctuating work volumes.
* Act as the senior point of escalation for operational issues and service recovery.
People, Safety & Compliance
* Ensure all staff are trained, inducted and competent to carry out their roles.
* Ensure licence compliance for vehicle handling, including management of non-drivers.
* Enforce health & safety, security, airside and site-specific rules.
* Ensure uniform and PPE standards are met at all times.
* Build a strong safety-first, high-performance culture.
Quality & Service Standards
* Ensure management-led quality checks are completed and recorded at least bi-monthly.
* Oversee vehicle damage checks and reporting prior to cleaning.
* Lead engagement with clients on priority vehicles, re-cleans, complaints and service improvement.
* Drive consistent service standards across all locations.
Commercial & Financial Control
* Own the commercial performance of the contracts, including cost control, productivity and margin.
* Ensure timely and accurate invoicing and reconciliation of volumes.
* Control spend across labour, consumables, chemicals and equipment.
* Identify efficiencies and improvements that enhance profitability and service delivery.
* Support contract growth, extensions and additional services.
Client & Contract Management
* Act as the senior operational contact for the client at Gatwick, with support across other sites.
* Build trusted relationships through visibility, communication and delivery.
* Lead operational reviews, presenting performance, quality and improvement plans.
* Resolve issues quickly and professionally.
Assets, Insurance & Risk
* Ensure availability of chemicals, materials, equipment and manual wash capability.
* Ensure vehicle insurance is in place and compliant.
* Manage the vehicle damage and claims process.
* Reduce operational and financial risk through controls, training and supervision.
Key Skills & Experience
* Senior operational management experience in airports, automotive, logistics, FM or similar regulated environments.
* Strong commercial and financial awareness.
* Experience managing managers and multi-site operations.
* Client-facing, service-driven background.
* Strong knowledge of health, safety and compliance.
Personal Attributes
* Commercially focused and results-driven
* Hands-on, visible leader
* Strong communicator and relationship builder
* Resilient and adaptable
* Proactive and improvement-led
INDAVI
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