dnata is one of the world’s largest air and travel services providers. We provide a comprehensive range of inflight catering, onboard retail, supply chain and logistics services at all major and regional airports across the UK. dnata Catering provide expertly crafted inflight catering services, delivering fresh and high‑quality meals at major and regional airports across the UK. As the leading Halal caterer in the UK, we also provide tailored experiences to meet each customer’s unique needs. We’re a leader in VIP catering, offering bespoke inflight to private and charter clients.
The Role
We’re looking for an experienced General Manager to lead our Operations Department and play a key role in shaping the future of our Heathrow unit. As part of a senior leadership team of four, you’ll drive operational excellence, lead transformation initiatives, and champion new, smarter ways of working. With two direct reports and a department of 800, you’ll be at the heart of delivering exceptional performance, process improvement, operational excellence. If you’re a strategic thinker with a passion for innovation and large‑scale leadership — we’d love to hear from you!
Key Responsibilities
- Work collaboratively with the Operations Director in the development of forecasts and budget targets which support unit operational and strategic plans
- Develop and implement operational plans, ensuring contingency plans are developed and reviewed for effectiveness
- Responsible for ensuring all site(s) and/or department(s) activities are planned and organised in a timely manner to meet scheduled targets, utilising the identified best‑practice tools or in line with agreed recommendation from planning.
- Ensure the sites and all departments is managed in line with agreed company procedures.
- Drive the dnata Vision, Mission and Values in the business and model the behaviours and intent of the VMVs in all people leadership practices.
- Set clear and measurable objectives for direct reports at a function or department level on an annual basis in line with the dnata Catering UK framework and process. Drive performance accountability and enable the team to achieve targets and continuous improvements through appropriate support and resourcing.
- Lead Monthly Business Reviews, oversee regular operating meetings and ensure issues and action plans are communicated with resolutions.
- Partner with HR to set effective reward and recognition initiatives that drive a high‑performance culture (in line with 'The dnata way’ limits)
- Own and direct multiple improvement programmes
- Drive continuous improvements review and initiatives, including improvements of systems, processes, and practices across the region to maximise efficiencies and compliance in line with agreed targets
- Monitor and review site(s)/department(s) performance and individual process performance on a daily, weekly, and period basis using the management system.
- Champion change initiatives and improvements with OPS Ex.
- Lead with safety as a priority, ensuring all decisions are made with safety in mind. Role‑model safety behaviours and hold direct reports accountable for fulfilling their roles in accordance with dnata’s safety rules and best practices.
- Work collaboratively with HR to ensure effective Talent Management and Succession Planning to mitigate the risks of skills gaps and plan for long term business needs.
- Responsible for ensuring compliance to the required standards set in ‘The dnata way’ and local legislations are successfully met in all dealings about the unit/department. The management team implements and enforces all best practice compliance standards.
Required Skills & Experience
- Degree‑level education (Level 6) or equivalent operational leadership experience
- A proven track record in leading large, complex operational teams
- Strong background in operations, FMCG, or ideally food manufacturing
- Exceptional ability to influence, communicate, and build trusted relationships with customers, suppliers, and key stakeholders
- Deep understanding of industry practices and operational management systems
- Experienced in budget ownership, forecasting, and delivering results within financial targets
Preferred Skills
- Food manufacturing expertise with hands‑on knowledge of production and process environments
- Proven experience in business transformation, change management, and driving continuous improvement
What's in it for you?
- An opportunity to be part of the Emirates global family.
- Private Healthcare through BUPA
- Pension Scheme
- Purchase up to 5 additional days of annual leave
- Cash allowance or a company car
- Free breakfast, lunch, and dinner on site
- Free tea and coffee
- Simply Health Plan
- Refer a Friend Scheme
- Discounted gym membership at over 2000 gyms nationwide
- Cycle to Work Scheme
- Opportunity to enhance your learning through our in‑house apprenticeship programme
Interview & Recruitment
If you're invited to interview, please let us know if there are any adjustments we can make to ensure you are cleared for take‑off and able to perform at your best. We’re committed to making the recruitment journey as smooth and inclusive as possible.
Our roles attract high volumes of applications, so it may take us a little time to taxi through them all. We aim to respond to every application within 14 days. If you haven't heard from us by then – or if you have any questions about this or other opportunities – feel free to contact a member of our Talent crew for further assistance.
We appreciate your patience while we navigate the runway!
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Airlines and Aviation and Caterers
Location: London, England, United Kingdom
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