Operations Manager

Abm-Industries-Inc.-2; Hounslow; Sur place; GBP 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

24/7 GP

Mental Health support

Get Fit Programme

Financial and legal support

Cycle to work scheme

Perks at Work

Résumé du poste

ABM at Heathrow is seeking a Terminal Operations Manager to lead PRM and service delivery across the terminal. You will drive staffing, standards, and stakeholder collaboration with HAL and ABM teams to deliver safety and high-quality passenger care.

You will manage a team, set objectives, and maintain compliance, while promoting a culture of continuous improvement and employee engagement in a fast-paced environment.

Qualifications

• Airside pass is an essential requirement for this role and a full five-year background check will be conducted.
• Proven leadership experience with frontline teams and contractors.
• Experience in Passenger Requiring Support (PRM) services is advantageous.

Responsabilités

• Lead all PRM activities in a terminal and respond to HAL for ad hoc requests while maintaining staffing and standards.
• Ensure compliance with all relevant legislation and ECAC requirements.
• Foster a continuous improvement culture across the terminal and share best practices contract-wide.
• Develop and motivate the service delivery team to achieve performance targets.
• Manage objectives for the team and support industrial and employee relations activities.
• Communicate proactively with airport stakeholders to identify risks and mitigation actions.
• Provide governance information to demonstrate performance and drive service enhancements.
• Oversee local budget management and hold the team accountable.

Connaissances

Self-motivation

Team leadership

Leadership

Results oriented

Flexibility

Work under pressure

Excellent communication

Problem solving

Change management

People management

Formation

Educated to degree level

Outils

MS Word

MS Excel

PowerPoint

Description du poste

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.