Inflight Operations Regional Lead

1 month ago

Perth, Australia Virgin Australia Full time

**Work type**:
Full-Time (Permanent)**Location**:
Perth**Job type**:
Ground Operations, Customer Experience & Product**Applications close**:
**Inflight Operations Regional Lead**:

- Full-time, permanent role based out of our Perth Airport office (and at times our Perth CBD office), with some flexibility to work from home

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety - in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

**What you’ll be doing**

The Inflight Operations Regional Lead role is integral to the wider Inflight Services team, sustaining the efficiency and quality of inflight services (catering). While primarily supporting Virgin Australia’s network, this role also extends to collaborate with VARA (Virgin Australia Regional Airlines) within the Group, ensuring aligned and tailored service delivery. Responsible for setting and maintaining clear expectations with suppliers, the role drives performance management against contractual obligations and promptly addresses any issues that arise. Through diligent adherence to safety and compliance standards, the Inflight Operations Regional Lead promotes operational excellence, cost control, and continuous improvement, aligning with the company’s strategic goals and enhancing overall customer satisfaction.

The Inflight Services team is responsible for delivering a seamless and high-quality onboard experience that meets Virgin Australia’s standards of service excellence. Focused on logistics, catering and retail management, the team works collaboratively to enhance operational efficiency, uphold safety and compliance standards, and drive continuous improvement.

Further responsibilities include:

- Performance manage key catering suppliers (per caterer supplier contracts), including food quality, on-time-performance etc:

- Drive improvements over time to deliver the best outcome for Virgin Australia
- Address operational issues promptly and ensure mínimal disruptions
- Collaborate with suppliers to address any non-conformances, implementing corrective actions where necessary, and drive ongoing improvements in food quality and delivery to meet evolving operational and customer expectations
- Coordinate with stakeholders in Perth and VARA to ensure operational nuances specific to the region are considered in catering and retail management
- Tailor performance improvement initiatives to align with the unique logístical challenges of regional operations
- Coordinate and support the launch of new menus and products, ensuring all suppliers and internal teams are aligned and prepared for seamless execution
- Oversee the reconciliation of bar set data, ensuring accuracy in tracking and reporting
- Take corrective action where discrepancies arise and drive continuous improvement in retail performance
- Oversee the development, implementation, and continuous improvement of the Quality Assurance Program (QAP), ensuring that all food delivered by catering suppliers meets specified standards
- Utilise data analytics and performance metrics to identify areas for operational improvement in both catering and retail operations
- Act as the primary point of contact for suppliers, nurturing long-term partnerships to ensure they meet or exceed contract obligations
- Drive supplier performance to align with company standard
- Conduct regular supplier performance reviews (monthly, quarterly, annually), focusing on key metrics such as on-time delivery, quality, and service levels. Implement corrective actions and escalate significant issues to senior leadership if necessary
- Collaborate with suppliers to drive sustainability initiatives in inflight catering and retail with a focus on reducing waste and carbon footprint in regional operations
- Collaborate with senior management to develop and implement long-term strategies for inflight catering and retail services, ensuring alignment with the company’s broader objectives and customer expectations
- Validate catering supplier invoices to ensure accuracy in billing and adherence to the agreed contracts

**You’ll be great in this role if you have**
- Strong experience with supplier management, ideally within a catering or aviation business
- Galley Planning or Catering Operations experience is highly advantageous
- Experience of reengineering key processes and delivering continuous improvement concepts
- Experience with holding suppliers to account to agreed KPIs or Service Level Agreements
- Excellent communication skills and the ability to motivate others to succeed
- Strong experience with relationship management and how to drive change
- Experience

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