Operations Manager

ABM; Hounslow; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

24/7GP and family support

Mental health support

Life event counseling

Get Fit programme

Cycle to work scheme

Perks at Work

Job summary

ABM is seeking a Senior Terminal Operations Manager at Heathrow to lead PRM activities and drive service improvements across the terminal. You will coordinate with HAL and ABM teams, set objectives, and ensure safety and regulatory compliance. A degree and a strong leadership record are essential for this role.

The role requires a 4-on/4-off shift pattern with 40 hours per week and a permanent contract. You will work on-site, partnering with stakeholders to deliver high standards of passenger

Qualifications

• Demonstrated leadership and the ability to drive change.
• Strong communication skills across levels and functions.
• Experience in managing teams and delivering contract goals.

Responsibilities

• Lead all Passenger Requiring Support (PRM) activities within the terminal.
• Ensure staffing levels and standards are maintained; respond to ad hoc requests.
• Drive continuous improvement across the terminal and share best practices with stakeholders and passengers alike.
• Manage the Service Delivery Manager team and develop staff performance.

Skills

Leadership

Communication

People management

Change management

Strategic thinking

Education

Degree level education

Tools

MS Word

MS Excel

PowerPoint

Job description

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 4 off shift pattern, earlies and lates 40 hours per week.

CONTRACT: Permanent

SALARY: Competitive

JOB DESCRIPTION

ROLE OVERVIEW AND PURPOSE

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.Toinspiretheirteamtoachievethehigheststandardsinpassengercare whilst ensuing 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 improvementmind-setwith theability to cover any terminal,whererequired.Tobearolemodelfortheteam,anambassadorforthecompany,livingtheABM values ofRespect, Integrity, Collaboration, Innovation, Excellence and Trust.

KEY RESPONSIBILITIES

• The Terminal Operations Manager willbe responsible forleading all Passengers Requiring Support (PRM) activitiesinoneterminal.TheywillfullyunderstandtherequirementsoftheserviceandwillrespondtoHAL directly for any ad hoc requests and will ensure staffing levels and standards aremaintained.

• Ensurethatwearecompliantwithallelementsofrelevant legislationandensurecompliancewithECAC.

• Fosteracultureofacontinuousimprovementmethodologyacrosstheterminalandsharingbestpractice acrossthecontract – to beable toidentifytrends andaction feedbackfrom stakeholders and passengersalike.

• Leadanddeveloptheirteamtoensureamotivatedandsupportedworkforce.

• Tolead,developandempowertheirServiceDeliveryManagerstoensurethehighestlevelsofperformanceareachieve
• Theywill setobjectivesand manage the team asappropriate.In addition, they will support the industrial and employee relations team and agenda asappropriate.

• To be proactive in communicatingwiththe airport stakeholders in a constructive and collaborative way any identifiedriskstotheoperationandhowtheyarebeingmitigated.Toalsoensurethattherearelessonsleant and wash-up sessions are held asappropriate.

• Driveprovisionofgovernance informationona daily,weeklyandmonthlybasistodemonstrateteam’sperformanceandbuildactionplanstorespondtoperformanceissues anddriveserviceenhancements. Responsible for operational stakeholder relationships.

• Responsibleformanagementoflocalbudgetandwillholdteamaccountable.

• WillsupportHeadofTerminals/AccountDirectorasrequiredanddeputizeasappropriate.

• Ensureasafeandsecureenvironmentforcolleaguesandcustomers,auditingprocessesregularlyandensuring‘fitforpurpose’operation.

• Lead the effective management of employee relations cases, including investigations, performance concerns, and conduct issues, ensuringtimelyresolution and compliance with policy while driving improvements in attendance and consistently achieving organisational absence targets.

• Ensuringcompliancewithcorporatetimescalesonallinvestigations.

• Reportdirectly to theHeadofTerminalassistingwiththe managingandmonitoringofthecontract’sfinancialperformance.

• Ensureworkiscarriedoutinaccordancewithsite/departmentproceduresandtrainingprovided

• SupportHSESupportManagertorecord,implement,communicateandreviewasafesystemofworktoall personnel prior to the commencement of work activity and ensure this is continuously monitored

• EnsurethattheHAL andABMsafetyimageisreflectedpositivelythroughownactionsandthoseoftheteam and agency workers

• Undertakemonthlysiteandserviceinspectionsandidentifyareasofnon-compliancewithHealth& Safetyand Quality Standards and take actions whererequiredon all PRM services

• Managethesafety&securityperformanceofallpersonnelandsub-contractorsandtakeappropriateactionfor any breaches

• YouwillberequiredtoworkcloselywiththeHAL andtheABMHealthandSafetyteamswhoareavailableto provide safety advice and support.Furthermore, you willbe requiredto ensure that safety initiatives are implemented within your areas of control.

• TobeawareofpolicyandproceduresownedandchangedfromtimetotimebyABM

• TobeawareofpolicyandproceduresownedandchangedfromtimetotimebyHeathrowAirportLimited

• TopositivelyparticipateintheStaffWelfare&DevelopmentProgramme

• CarryoutanyotherreasonablerequestasrequiredbyHALorABM

REQUIRED SKILLS AND EXPERIENCE

*** Please note that obtaining an airside pass is an essential requirement of this role. As part of this process, the successful candidate will be required to complete a full five-year background check, including a criminal record check.***

• Self-motivated,teamleaderandprovenleadershipskills

• Focusedonachievingresultsinprovingaqualityservice

• Flexibleapproachtoworkandabletoworkefficiently

• Abletoexcelwithinapressuredenvironmentensuringstandardsareadheredto.

• Excellentcommunicationskillsatalllevels

• Proactiveandexcellentproblem-solvingability

• Dealingwithchangeinapro-activemanner

• Excellentmanagementskills

• Thinksafetyfirstmanagementapproachwithstrongmotivationalandteambuildingskills

• Aresilientandrobustapproachwithconfidencetotakeownershipforadiverseteam

• ProvenhistoryinPRSoperations,leadingasuccessfulteamandachievingcontractgoals

• FullDrivinglicense

• Experienceofmanagingchangeanddirectingteamsofpeopletoperformagainstspecifictargets

• Strongpeoplemanagementandcommunicationskills

• ProficientinMSword/excel/power-point,abilitytoconfidentlynavigateoperationalsystems,asrequired

QUALIFICATIONS

• Educatedtodegreelevel

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

For more information about ABM’s benefits, visit our

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit.

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.