TAHALUF - Operations Manager

Job Summary/Responsibilities

Key Performance Indicators

• Personally lead & deliver the Operations on an agreed number of shows per year as well as complete oversight and management of the operations on your allocated portfolio of events.

• Be a key point of contact for the show teams in all matters on your allocated shows, internal and external.

• Working with the EMEA Operations Management team to establish excellent service & meet stakeholder expectations.

• Contribute to the successful and collaborative management of the EMEA operations department aiming for operational synergy across EMEA.

• Accountability for setting, regular forecasting & achieving operational show budgets within allocated portfolio of events.

• Ensure all operational tasks are carried out on a timely basis according to individual project plans and within deadlines across all your events.

• Ensuring all events & line reports are working within the company's H&S, Security & Sustainability guidelines at all times

• Creation, Management and implementation of internal and external Service Level Agreements.

• Adhere to all Informa compliance requirements and monitor direct report & supplier performance accordingly to ensure they do likewise.

• Perform any other duties commensurate with the grade and level of responsibility

Management & Leadership

• Work with your allocated Operations team members gathering the event team's requirements, understanding their strategy, key components for fulfilment - ensuring the project plan fits these needs.

• Completing event reports, corrective actions register and KPI analysis on each event at the end of cycle.

• Manage, mentor & develop line reports & others within the EMEA Operations team aiding retention thus ensuring the team is maintained at optimum levels

• Setting, monitoring & management of direct reports' performance objectives, career development planning and setting long term personal goals.

• Ongoing monitoring and management of performance for all line reports according to company standards at all times.

• Regular & effective 1-2-1 meetings with direct reports, Group Operations Manager, members of the EMEA Operations Management Team and any other key stakeholders to ensure accurate planning and strategic direction maximizing operational performance.

• Share your best practice examples with other teams to enhance their capabilities and to create a more consistent 'Informa experience'.

• Monitor best practice in other companies and bring your insights to Informa to keep us ahead of the competition.

Show-specific tasks

• Personal responsibility for the technical delivery & management of several events in the year working as the allocated Operations Manager.

• Accountability for your own and your direct reports, production, communication and implementation of individual show project plans ensuring all tasks are carried out on a timely basis & within deadlines set.

• Attendance & contribution at event strategy days upon request.

• Post event KPI Reporting and analysis with ability to set objectives for team members to improve service delivery YOY.

• In collaboration with the Procurement team, monitor the ongoing performance of key contractors and troubleshoot / identify remedial action as required on events through the SRM program governance.

• Providing information for assessment collating suitable reports & dashboards for use in SMT decision making.

Compliance / legal / H&S / Sustainability

• In collaboration with the Procurement team, contribute to the procurement activity for your allocated portfolio(s) throughout the year through utilisation of Coupe.

• In collaboration with the Technical Services team and Group HSS ensure your direct reports, events & suppliers meet or exceed our H&S requirements. Work on remedial measures where necessary.

• Be an active partner of the EMEA Sustainability team and look for opportunities to support and enhance our sustainability initiatives.

• Be an avid promoter & implementer of our Better Stands Program within your allocated events.

Customer Experience

• Work on the implementation of changes / improvements to the Customer Journey. Support this work to ensure consistent operational delivery.

• Leads by example to ensure Ops team know what customer service level is expected.

• Sets up routes of communication, constructive feedback with internal and external parties to always ensure best customer experience.

• Continually evaluates processes to ensure they are appropriate for customer needs.

• Ensures customer feedback is translated into future process changes.

Qualifications

Qualities needed for the role

• Must have independently and successfully managed operations on multiple large events to a consistently high standard.

• Experience of managing, supporting & developing multiple line reports simultaneously.

• You will possess a good working knowledge of the exhibition industry & venues as well as a great working relationship with all official contractors.

• Effective communication skills - being able to liaise with Operations team members as well as working with & reporting to Director Level individuals throughout the portfolio(s).

• Familiarity with good procurement practices

• Excellent interpersonal skills and the ability to inspire and motivate others, thinking outside the box for creative solutions.

• Ability to anticipate problems and/or put contingency plans in place

• A proven ability to work to tight deadlines, with attention to detail under pressure is a pre requisite.

• Willingness and ability to travel / work across differing time zones especially within the EMEA region

• Proven knowledge of exhibition H&S Guidelines and implementation.

• Computer literate and proficient in the use of commonly used business software and project management software

• Effective verbal and written English

• IOSH Managing Safety Certificate (or equivalent) as a minimum.