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Director of Operations
Belfast, UK
Belfast
Belfast
United Kingdom
Competitive Salary & Benefits
Full time
14 May 2018
09 Apr 2018
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Background

TBL International is an umbrella organisation that operates attractions and venues across the tourism, business and leisure sectors. Its flagship venue Titanic Belfast, located on the exact spot where the RMS Titanic was built and launched in Belfast, Northern Ireland, has welcomed approx. 4.5 million visitors since opening in 2012 and was crowned the World’s Leading Tourist Attraction in 2016. Encompassing a nine-gallery interpretative visitor experience, dedicated conference and banqueting facilities, an exhibition gallery, education facilities, retail outlets and three dedicated themed eateries, Titanic Belfast has transformed the tourism landscape in Northern Ireland.

TBL International’s portfolio of venues also includes SS Nomadic, the last remaining White Star Line vessel in the world which operates as a unique heritage event space and visitor attraction, as well as the Titanic Exhibition Centre, a 6,000 square metre space for exhibitions, sporting events and large-scale banquets. All three venues are located in Belfast’s Titanic Quarter, a thriving part of the city full of industrial and maritime heritage.

Role Description

Role: Director of Operations
Responsible to: The Chief Executive
Role Purpose:

The Director of Operations, part of the TBL International Directorate Team, has responsibility for the smooth and profitable operations of Titanic Belfast, SS Nomadic and the Titanic Exhibition Centre (TEC). As well as the development and mobilisation of any new ventures that TBL enter into.

As part of the senior leadership team you will lead the Operations and Fulfilment Department, you will drive standards whilst challenging operating costs and ensuring all teams deliver best value. You will also have direct responsibility for the following core departments within the organisation: Venue Management, including Facilities and IT, Visitor Attraction and Hospitality.

Main Job Tasks and Responsibilities

Core Responsibilities:

- Direct Management responsibility for the following sections: Visitor Attraction, Facilities Management (through the TB Venue Manager), IT, Hospitality, TEC (through the Venue Manager).
- Work alongside the Divisional CEO and the Divisional Director of Finance and Sales as part of the Directorate Team, in a collaborative manner, ensuring effective flow of information that will inform strategic planning.
- In conjunction with the Operation and Fulfilment Senior Executive Team (SET), to develop and deliver an annual operations plan and budget for Titanic Belfast, Nomadic and TEC.
- To drive departments to meet secondary spend, Key Performance Indicators (KPI), and Mystery Visit targets while controlling labour costs, costs of sale, and other expenses. Assist with the implementation of cost control measures in all commercial spend areas, to ensure the maximisation of profit at all times.
- To set and monitor service standards across all areas of operations.
- To work with the facilities department in the planning and implementation of a building system and fabric life cycle replacement programme.
- Overall responsibility for the development and maintenance of the organisation’s Customer Service Strategy to include – Customer Charter, Complaints procedure, Customer Service Training, Ensuring that the core products meet the 5-star standards set out in the strategic plan.
- Lead officer in regards to the organisations strategies for Health and Safety, Security, Risk Management, emergency and incident handling.
- Responsible for supporting members of SET and the Venue Manager in ensuring legislative compliance across the organisation.
- Responsible for ensuring Business Continuity and disaster recovery plans are developed and reviewed in line with up to date industry information, intelligence and best practice.
- Responsible for leading new business set-up and organisational integration in relation to operations and fulfilment.
- Developing and reviewing Disability Access Strategies in line with industry best practice.
- Responsible for contract management and best value across all venues – Cleaning, Security in conjunction with the site venue managers.
- Work alongside the Divisional Director of Finance and Sales in the areas of IT, system development and management across the organisations.
- Maintaining an awareness of external factors which impact the business.
- To collaborate with internal stakeholders to create, develop and implement ideas, events and initiatives to drive revenue growth.
- To conduct staff performance review meeting and identify training needs.
- To maintain the company time and attendance system for your department.

Core Directorate Responsibilities

- Responsible for setting the strategic direction of the organisation.
- Developing, reviewing and monitoring company policy.
- Responsible for the generation and development of business development opportunities.
- With support from Senior Executive Team, the Directorate Team will approve and oversee the implementation of any necessary capital investment programmes.
- To provide strategic leadership, total business direction and tactical decision making.
- To review business results and monitor KPIs across all areas of the organisation.
- In conjunction with the Senior Executive Team, to be responsible for the development, monitoring and delivery of the Strategic Business and Marketing Plan for all TBL business.
- Monitoring overall expenditure against approved budgets.
- To challenge existing operating models and explore new company policy initiatives.
- To provide gap analysis for all areas of operation.
- To inform the chairman and board when required.
- To manage the relationship with Titanic Foundation Ltd. And Titanic Belfast’s Stakeholders.
- To provide external context within the operating environment.
- The above reflects the main elements associated with this position. It is not intended to be exclusive or exhaustive.

Person Specification

Essential Criteria

All applicants must be able to demonstrate the following, by the closing date:
1. A third level qualification or equivalent
2. Experience of successfully leading an operations / facilities or commercial function within a fast-paced multi-disciplined commercial organisation
3. A proven track record of working collaboratively with senior management in successfully achieving challenging corporate objectives and KPIs
4. A proven track record at senior management level of business planning, setting financial targets and managing associated budgets, with a demonstrable understanding of the commercial realities.

Core Competencies

1. Leadership and Relationship Management
2. Communication and Influencing
3. Strategic Thinking
4. Results Driven
5. Decision Making and Problem Solving

Desirable Criteria

- Knowledge of the Northern Ireland hospitality, exhibition, and leisure and tourism sectors.
- Previous track record of working with Tourism Agencies.
- Proven experience of capital investment programme roll out.

Competitive salary and benefits package. For more information and details on how to make an application please click 'Apply Now'

The deadline for return of completed applications is strictly 9am on Monday 14th May 2018.
First Interviews will be held on Tuesday 22nd May 2018 with any additional interview arrangements to be advised.

TBL International Limited is an Equal Opportunities Employer.
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