Operational Control Manager

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Operational Control Centre Manager (OCM)

The Operational Control Centre Manager (OCM) plays a key role in the successful delivery of all International Removals activity. Responsible for the central coordination, planning and oversight of scheduled, charter and complex case removals, the OCM ensures every operation is effectively prepared, appropriately resourced and delivered in line with contractual, legal and operational requirements. Leading the Operational Control Centre (OCC) team, the OCM provides expert planning, operational guidance and decision‑making support.

They ensure that tasking requests, operational briefings, job packs and risk assessments are completed to a high standard, enabling safe, efficient and well‑coordinated removals activity. Working closely with clients, operational teams and key stakeholders, the OCM helps maintain a clear operational picture, ensuring resources, risks and priorities are understood and effectively managed.

Operational Planning and Coordination

• Lead the planning, coordination and delivery of all scheduled, charter and complex case removals across International Removals.
• Ensure all tasking requests received from the client are reviewed, prioritised and actioned within agreed timescales.
• Oversee the preparation and quality assurance of operational job packs, deployment briefings and risk assessments.
• Support the smooth and effective delivery of operational activity through proactive planning and problem‑solving.

Operational Control Centre Leadership

• Manage the daily activities and performance of OCC Coordinators, ensuring workloads are allocated effectively and systems are maintained accurately.
• Monitor live operations, responding quickly to changing circumstances, escalations and resource requirements.
• Maintain oversight of operational activity and ensure key information is communicated clearly to operational teams and stakeholders.
• Foster a positive, collaborative and high‑performing team environment.

Resource Planning and Operational Assurance

• Lead the allocation of operational resources, ensuring the right people and capabilities are assigned to each activity.
• Use operational intelligence, forecasting data, trends and risk assessments to support informed planning decisions.
• Ensure all planning and tasking activities meet contractual requirements and internal quality standards.
• Continuously review resource utilisation to support efficiency and operational effectiveness.

Risk, Compliance and Reporting

• Ensure operational decisions are supported by current risk assessments and comply with all relevant legal, contractual and policy requirements.
• Review operational data and provide accurate reporting to the International Removals Senior Leadership Team.
• Coordinate and prepare information required for audits, assurance reviews and governance meetings.
• Promote a culture of compliance, accountability and operational excellence.

Stakeholder Engagement

• Build and maintain strong working relationships with operational teams, clients, escort teams and wider International Removals functions.
• Ensure effective communication channels are in place to support a shared understanding of operational priorities and risks.
• Lead planning discussions and multi‑disciplinary meetings when required to support complex, high‑risk or high‑profile activities.

Leadership and Team Development

• Provide clear leadership, coaching and support to OCC Coordinators, helping them develop their skills and confidence.
• Conduct performance management activities, providing regular feedback and guidance.
• Encourage continuous learning, knowledge sharing and professional development within the team.
• Promote consistency, accountability and high standards across all aspects of the OCC function.

Continuous Improvement

• Identify and implement opportunities to improve processes, efficiency and operational resilience.
• Encourage innovation and the sharing of best practice across International Removals.
• Support continuous improvement initiatives that enhance service delivery and customer experience.

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