Operations Manager

LOCATION: Heathrow Airport

SHIFT PATTERN: 4on 4off, 42 hours per week

CONTRACT: Permanent

SALARY: Competitive

Job Description

Responsible for the overall performance as part of the Senior LeadershipTeam to lead and drive change throughout their terminal and across the service for passenger enhancement. To inspire their team to achieve the highest standards in passenger care whilst ensuring collaboration with airlines and stakeholders. The role will require working closely with the Terminal Operations Managers from the other terminals to ensure close collaboration – avoiding silo working. To drive consistency and quality, with a continuous improvement mindset with the ability to cover any terminal where required. To be a role model for the team, an ambassador for the company, living the ABM values of Respect, Integrity, Collaboration, Innovation, Excellence and Trust.

Key Responsibilities

• The Terminal Operations Manager will be responsible for leading all Passengers Requiring Support (PRM) activities on the terminal. They will fully understand the requirement of the service and will respond to HAL directly for any ad hoc requests and will ensure staffing levels and standards are maintained.
• Ensure we are compliant with all elements of relevant legislation and ensure compliance with ECAC.
• Foster a culture of continuous improvement methodology across the terminal and sharing best practice across the contract – to be able to identify trends and action feedback from stakeholders and passengers alike.
• Lead and develop their team to ensure a motivated and supported workforce.
• Lead, develop and empower their Service Delivery Managers to ensure the highest level of performance are achieved.
• Set objectives and manage the team as appropriate. In addition, they will support the industrial and employee relations team and agenda as appropriate.
• Be proactive in communicating with the airport stakeholders in a constructive and collaborative way any identified risks to the operation and how they are being mitigated. Also ensure that there are lessons lean and wash-up sessions held as appropriate.
• Drive provision of governance information on a daily, weekly and monthly basis to demonstrate team’s performance and build action plans to respond to performance issues and drive service enhancements. Responsible for operational stakeholder relationships.
• Responsible for management of local budget and will hold team accountable.
• Support Head of Terminals/Account Director as required and deputize as appropriate.
• Ensure a safe and secure environment for colleagues and customers, auditing processes regularly and ensuring ‘fit for purpose’ operation.
• Lead the effective management of employee relations cases, including investigations, performance concerns, and conduct issues, ensuring timely resolution and compliance with policy while driving improvements in attendance and consistently achieving organisational absence targets.
• Ensuring compliance with corporate timescales on all investigations.
• Report directly to the Head of Terminal assisting with the managing and monitoring of the contract’s financial performance.
• Ensure work is carried out in accordance with site/department procedures and training provided.
• Support HSE Support Manager to record, implement, communicate and review as a safe system of work to all personnel prior to the commencement of work activity and ensure this is continuously monitored.
• Ensure that the HAL and ABM safety image is reflected positively through own actions and those of the team and agency workers.
• Undertake monthly site and service inspections and identify areas of non‑compliance with Health & Safety and Quality Standards and take action where required on all PRM services.
• Manage the safety & security performance of all personnel and sub‑contractors and take appropriate action for any breaches.
• You will be required to work closely with the HAL and the ABM Health and Safety teams who are available to provide safety advice and support. Furthermore, you will be required to ensure that safety initiatives are implemented within your areas of control.
• Be aware of policy and procedures owned and changed from time to time by ABM.
• Be aware of policy and procedures owned and changed from time to time by Heathrow Airport Limited.
• Positive participation in the Staff Welfare & Development Programme.
• Carry out any other reasonable request as required by HAL or ABM.

Required Skills and Experience

• Self‑motivated, team leader and proven leadership skills.
• Focused on achieving results in improving a quality service.
• Flexible approach to work and able to work efficiently.
• Able to excel within a pressure‑denied environment ensuring standards are adhered to.
• Excellent communication skills at all levels.
• Proactive and excellent problem‑solving ability.
• Dealing with change in an active manner.
• Excellent management skills.
• Think safety first management approach with strong motivational and team‑building skills.
• Resilient and robust approach with confidence to take ownership for a diverse team.
• Proven history in PRS operations, leading a successful team and achieving contract goals.
• Full driving licence.
• Experience of managing change and directing teams of people to perform against specific targets.
• Strong people management and communication skills.
• Proficient in MS Word, Excel, Power‑Point, ability to confidently navigate operational systems, as required.

Qualifications

• Educated to degree level.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK‑based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:
  • Perks: discounts, gift cards, cashback, and exclusive offers
  • Life: Search for resources and tools on topics ranging from family and life to health, money and work
  • Support: Online chat or telephone service for urgent support in a crisis

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.

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