Nicola Harding is an excellent Operations Manager; a role which incorporates all areas of our proposition and includes our ‘Out of Hours’ service and our Disruption team. Having been announced as a finalist at this year's Business Travel People Awards for Operations Manager of the year, we wanted to show you why Nicola stands out in our industry.
Nicola’s role is to manage the operation of and to deliver excellent customer service through employee engagement and development, which she does to the very highest degree, as well as raising the operational profile, enhancing the customer experience and delivering all SLAs and objectives.
As an experienced and diligent Operations Manager, Nicola also embeds our culture based on values, behaviours, insight and celebrating successful work with our air partners around flight disruption is also hugely valuable to Capita Travel and Events and our customers, often in difficult and time pressured situations. It is her hands-on approach that is highly valued and recognised internally and externally.
In a fast paced industry and an operational environment where things can change in a heartbeat, Nicola is frequently at the center of processes evolution. Areas such as resource management, proactivity around airline disruption situations and daily ways of working are often proactively shaped to deliver the best service. For example, during the four-day ATC strikes, Nicola took a proactive approach to the airline disruption by making arrangement ahead of time for the affected passengers. The results saw our teams accommodate 12,990 passengers and book almost 6,000 rooms for our customers to ensure disruption was kept to a minimum.
Likewise, for the recent storm Ciara, Nicola was proactive and pre-booked rooms in advance of the storm hitting so she could help accommodate our 14,129 passengers with over 7,000 rooms. This approach ensured service, savings and policy compliance remained paramount for all the customers Nicola’s team look after.
Nicola’s attention to detail, caring and understanding approach, along with her willingness to be personally involved, guarantees that travellers are well looked after in difficult circumstances. She also puts her efforts into her local community and last year co-ordinated multiple food bank donations from different Capita Travel and Events’ offices across the country and worked to coordinate the donation of 40kg of food to the Trussel Trust. These donations mean a great deal to the charity and so Nicola encouraged her team to pledge their involvement in different activities that will make a big difference. Her initiatives included donation boxes on ‘pay day’, an alternative ‘Secret Santa’ food drop over Christmas, winter clothes collection for Nightshelter and decorating the local food banks. This is a great example of her kind and giving nature and the support she has from her team.
On Friday 18 September, 2:30pm, our business will watch with great interest at the results of this award – and you can too. Register for the awards for free by following this link.