City Cruises UK is part of the City Experiences division of the Hornblower Group, a global leader in world-class experiences and transportation services. We operate public dining and sightseeing cruises as well as private charters for corporate events, birthday parties, weddings, or other special occasions across London and York.
Position Summary
The Head of Operations will lead operational excellence across our fleet, ensuring compliance with MCA and Health & Safety standards while driving efficiency and innovation. This role oversees day-to-day management of Boat Crew, including recruitment, training and performance development, and plays a key role in shaping a proactive, customer-focused operations culture.
Operational Leadership
- Lead the implementation of the Operations strategy in alignment with business goals.
- Manage daily operations across all vessels, ensuring seamless service delivery.
- Implement data analysis and reporting tools to monitor KPIs, identify trends, and continuously improve operational efficiency.
Safety & Compliance
- Ensure full compliance with MCA, PLA, and company Safety Management System (SMS).
- Oversee vessel safety checks, licensing, and internal audits.
- Champion a safety-first culture through training and drills.
People & Talent Development
- Lead and develop Operations Managers and Assistants.
- Oversee recruitment, onboarding, and training for Boat Crew and Apprentices.
- Set KPIs and manage performance reviews for managers and crew.
- Manage operational budgets and deliver cost efficiencies.
- Optimise fleet utilisation and scheduling.
Stakeholder Engagement
- Maintain strong relationships with regulatory authorities and trade unions.
- Promote cross-departmental collaboration and communication.
Requirements & Qualifications
- Minimum 5 years’ senior operations management experience, ideally in maritime or transport.
- Proven leadership of large teams (40+), including managers.
- Experience in unionised environments and employee relations.
- Budget management and strategic planning skills.
- Excellent communication, problem-solving, and analytical abilities.
- Proficient in MS Office and operational software platforms.
- Strong knowledge of MCA and PLA regulations (desirable).
- BML License or equivalent (desirable).
City Experiences Europe does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
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