Operations Manager.

ICTS Ireland Limited; Swords; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an Operations Manager to lead daily operations at a key location. This role is vital in ensuring safety, security, and exceptional customer service while managing a team and performance metrics. The ideal candidate will possess strong leadership and customer service skills, with the flexibility to handle varying shifts and operational demands. This position promises a dynamic work environment where your contributions will directly impact operational success and customer satisfaction. If you are a proactive leader with a passion for excellence and team development, this opportunity is perfect for you.

Qualifications

• Strong customer service skills and previous leadership experience required.
• Ability to manage conflict, provide coaching, and deliver feedback.

Responsibilities

• Oversee daily operations and coordinate performance metrics.
• Ensure distinctive customer service and maintain safety standards.

Skills

Customer Service Skills

Leadership Experience

Flexibility in Operations Management

Written and Verbal Communication

Coaching and Feedback Delivery

Interpersonal Skills

Conflict Management

Organizational Skills

Multi-Priority Management

MS Office Proficiency

Tools

Performance Management Tools

MS Office

Job description

Main Purpose of the Role:

The Operations Manager is responsible and accountable for the daily operation of ICTS (Ireland) Ltd at Dublin Airport. Additionally, this role oversees and coordinates operational performance including, but not limited to, safety, security, customer service delivery and other key performance indicators.

Key Duties and Responsibilities (this list is not exhaustive):

1. Serve as an operational liaison between ICTS and our business partners.
2. Monitor for at-risk behaviours through daily safety observations and provide coaching, training, and corrective action as needed to maintain, improve and surpass Customer and Company safety and quality standards.
3. Ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity.
4. Communicate timely and accurate information and set performance standards to ensure employee accountability.
5. Provide support, guidance, coaching, and motivation based on individual needs and lead others through change.
6. Measure and analyse employee performance through performance management tools, customer service and operational metrics, job shadowing, and direct observation.
7. Manage and supervise all staff assignments.
8. Create a progressive open just culture and advocate for employee recognition.
9. Be knowledgeable regarding AVSEC regulations, Standard Operating Procedures, etc.

Skills and Experience:

Essential:

• Strong customer service skills
• Previous leadership experience, including direct reports
• Flexibility to manage an operation (varying shifts, extended hours, and 'on call' requirements)
• Strong written and verbal communication, including platform/presentation skills
• Ability to coach and deliver feedback for developmental purposes
• Must be approachable and have interpersonal skills that foster trust and respect
• Experience managing conflict and resolving problems effectively
• Strong organizational skills and the ability to delegate responsibility to direct reports
• Must be able to balance multiple priorities within established time constraints
• Proficient in MS Office applications
• Must be performing satisfactorily in current position (internal applicants only)

Desirable:

• Demonstrates expertise in AVSEC regulations
• Previous HR experience
• Experience in Recruitment

To apply for this position, please forward a cover letter and CV to the attention of Brian Kelly – Station Manager, Dublin Airport on [e-mail].

Closing date for applications: Thursday 2nd 2025.

Please note: The position is subject to a probationary period of 6 months. This may be extended should the candidate’s performance not meet the required standards.

ICTS is an equal opportunities employer.