Operation Manager

Mitie; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A facilities management company is seeking an Operations Manager for Heathrow Airport. The role focuses on delivering high-quality services, managing budgets, and leading operational teams. Key responsibilities include ensuring health and safety compliance and enhancing customer service. Candidates should have strong analytical skills, a background in facilities management, and the ability to communicate effectively with stakeholders. This position offers a significant role in shaping service excellence at one of the world's busiest airports.

Qualifications

• Proven ability to motivate and lead a facilities management team.
• Excellent stakeholder engagement and management skills.
• Knowledge of Health & Safety regulations.

Responsibilities

• Deliver high-quality Soft Facilities Management service.
• Manage Profit and Loss account for the terminal.
• Lead and develop operational teams.
• Ensure compliance with Health and Safety regulations.

Skills

Influencing and Teamwork

Analytical Skills

Customer service

Stakeholder engagement

Managing budgets

Communication skills

Problem-solving skills

Time management

Education

GCSE standard in English and Maths or equivalent

Job description

Position

Operations Manager
Location: Heathrow Airport, Terminal 2, Hounslow

Job Purpose

The Operations Manager is responsible for delivering a high quality, proactive Soft Facilities Management service to Heathrow Airport. Working as a key member of for the delivery of soft FM services provision to the Airport, together with the co-ordination of environmental, health and safety policies and procedures, whilst ensuring all contractual requirements and performance targets are met. Working closely with the senior management team to develop line management capability and the implementation of good people management practices through advising on complex operational matters, coaching and mentoring to deliver service excellence. To interface with the client and stakeholders on site, ensuring a two-way flow of information exists and that appropriate reporting structures, methodologies and frequencies are in place.

Responsibilities

• Delivering a high quality, proactive Soft Facilities Management service to both the client and passengers and always discharge this responsibility with utmost professionalism
• Responsible for managing the Profit and Loss (P&L) account and attending monthly finance reviews to report on the financial performance of the Terminal during the reporting cycle
• Work with other Operations Manager to identify additional revenue opportunities.
• Leading, coaching and developing the operational teams
• Manage internal and external stakeholder relationships and expectations.
• Ensure that internal/external training is provided Developing best practice for FM services to drive service and quality improvements across the contract.
• Carry out regular site audits e.g. HSE and regular quality checks
• Act as key focal point for any operational issues and respond within agreed timescales.
• Ensure that all aspects of Health and Safety are covered and the correct documentation is held
• Ensure the contract meets statutory compliance regulations.

Knowledge Skills & Experience

• Influencing and Teamwork: Ability to influence others and move toward a common vision. Must be a team player and able to work collaboratively with and through others.
• Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change, Flexible and adaptable.
• Proven ability to motivate and lead a facilities management team with exceptional customer service.
• Managing stakeholders' expectations.
• Excellent stakeholder engagement and management skills
• Demonstrable experience of managing budgets.
• Team management skills including communication & prioritisation.
• Business continuity and incident management in high technology driven environments in the financial or technology sectors.
• Knowledge of Health & Safety regulations
• Proven communication and influencing skills with the ability to gain acceptance at all levels of management and external suppliers.
• Proven analytical and problem-solving skills. Ability to use initiative, judgement and take decisions.
• Ability to act calmly and give clear instructions in an emergency.
• GCSE standard in English and Maths or equivalent preferred

Person

• Ability to communicate at all levels and work as a team
• Ability to work under pressure.
• Good interpersonal skills
• Excellent time management skills
• Positive disposition - self-motivated and ability to motivate others.