[Hiring] General Manager of Passenger Assistance @OCS Group

Role Description

The General Manager – Assisted Travel is responsible for setting the strategic direction and future development of Assisted Travel services. The role ensures services are compliant with CAA standards, financially sustainable, and continuously improving to meet future passenger demand.

• Lead the overall Assisted Travel strategy and future service model
• Ensure full CAA and regulatory compliance
• Oversee Assisted Travel performance against SLAs and service standards
• Develop long-term workforce and planning strategies
• Drive operational and financial efficiency
• Lead innovation and improvement initiatives
• Manage senior stakeholder relationships (airport, airlines, regulators)
• Own Assisted Travel governance, risk, and assurance processes
• Champion passenger dignity, safety, and inclusion

Qualifications

• Senior leadership experience in aviation, transport, or regulated services
• Good understanding of Assisted Travel or accessibility services
• Experience working with regulators and complex stakeholders
• Proven strategic and improvement leadership
• Strong communication and decision-making skills

Requirements

• Consistent CAA compliance
• Strong Assisted Travel performance and passenger satisfaction
• Stable workforce and effective planning
• Delivery of future improvement and innovation
• Introduce and embed the new Assisted Travel On-Time Performance (OTP) measure to support ECAC guidance and airport punctuality objectives
• Use OTP insight to drive efficiency through innovation, including digital task management, demand forecasting, and smarter workforce deployment

Benefits

• Encouragement of professional development and career progression
• Inclusive and welcoming environment
• Active encouragement of applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age

How to Apply

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.