Operations Manager

Freightserve recruitment are looking for a Operations Manager for a busy well-established Freight Forwarder based in the Heathrow area. Key Responsibilities:- • Lead, manage, and mentor a team of Operations Specialists across air, road and multimodal movements. • Ensure all shipments are executed to time-critical standards with full visibility, proactive updates, and on-time delivery. • Allocate jobs, manage workflow capacity, and oversee all operational planning activities. • Maintain 24/7 operational readiness through team rota management and escalation cover. • Ensure customers receive a premium, high-touch service aligned with expectations. • Act as the main escalation point for urgent or high-value shipments (AOG, engines, high-value freight). • Oversee proactive milestone updates and ensure communication is consistent, timely, and solution-driven. • Ensure all operations comply with aviation security, customs regulations, airline requirements, and internal SOPs. • Oversee adherence to documentation, billing accuracy, and BoxTop / FMS data quality, CAA requirements as CAA regulated agent. • Drive continuous improvement in processes, reducing service failures and operational inefficiencies. • Negotiate and manage relationships with hauliers, airlines, handling agents, and key vendors. • Approve rates, routings, and solutions to ensure optimal cost-to-service ratio. • Review monthly supplier performance and address any operational issues. • Support the sales team with routing options, customer solutions, feasibility checks, and time-critical alternatives. • Identify opportunities to upsell premium services (AOG, NFO, OBC, specialist movements). • Monitor key accounts operationally and ensure retention through service excellence. • Track KPIs including on-time performance, customer satisfaction, job profitability, and team productivity. • Provide regular reporting to Directors and participate in management meetings. • Support budgeting, forecasting, and operational planning for growth. Skills & Experience Required:- • 5+ years operational experience in air freight, aviation logistics, AOG, or time-critical freight. • Strong leadership capabilities with prior experience managing a team. • Deep understanding of global air freight operations, road freight, customs, handling agents and airlines. • Excellent communication skills and the ability to manage high-pressure, time-sensitive situations. • Strong BoxTop or similar experience. • Customer-first mindset with exceptional attention to detail. As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry