Operations Manager
ABM UK | Bristol | Full-time | apply.workable.com |
JOB TITLE: Operations Manager
LOCATION Bristol Airport
REPORTING TO: General Manager
SHIFT PATTERN: The actual days and hours that you work each day (your “shifts”) will be organised in accordance with the needs of the airport or site contract and the needs of the operation
CONTRACTED HOURS: 40 hours per week
SALARY: Competitive
OVERVIEW OF JOB DESCRIPTION
We are looking for an experienced Manager with a sound operational background to lead and manage an our business at Bristol Airport, providing a high quality, professional service, in meeting specified requirements as set out, and agreed in the Contract/Service agreements with Bristol Airport.
In achieving these standards, the Operations Manager is required to devise, influence and deliver opportunities that add further value to the contract in terms of customer service, staff development and net cost benefit.
The Ideal Operations Manager will have a knowledge of Airport operations and/or the aviation industry and will set a positive and highly professional example to own staff through appropriate behaviours and actions. They will be required to consistently demonstrate a high level of commitment, business awareness and corporate image.
Main Duties & Responsibilities:
Financial Performance
• Manage the Operational Performance, in accordance with the defined cost budgets, ensuring effective day-to-day control of costs whilst achieving SLA/KPIs. Responsible for developing smarter working methods, improving nett productivity overgrowth.
Service Delivery
• Ensure ABM Team provide high level of service in their dealings with the passengers and regularly monitor and improve service levels in the light of passenger surveys, responding promptly and effectively to passenger complaints.
• Proactively provide solutions to meet client demands within the contract
• Regularly attend client and customer airline meetings, proactively engaging and resolving any issues.
• Develop and maintain an effective ongoing working relationship with key contracts.
• Ensure all available equipment is maintained and deployed by trained operatives to ensure operational efficiency.
• Ensure that all Airport Authority Service Level Agreements are met and maintained, the standards of service carried out meets the company quality standards and the requirement of the airline.
Relationship with Bristol Airport and other Key Contacts
• Develop, and maintain effective ongoing working relationships with all key stakeholders at Bristol Airport, using influence to leverage beneficial business change, whilst ensuring they are kept informed of relevant issues as they arise.
Management of Operations Team
• Lead and develop a motivated, committed & competent Team at Bristol Airport. Accountable for delivering an effective, cost efficient customer service to customers at Bristol Airport.
• Driving the operational team to understand their responsibility within the operation and ensuring there is focus on team performance, developing employees and building succession plans enabling full coverage during periods of absence.
• Demonstrating expected standards in relation to conduct and performance within the workplace.
• Ensure teams are fully aware of the expectations to drive performance excellence and individual objectives.
• Ensure Duty Managers and the management team are regularly meeting with teams and managing performance related concerns in line with company policies in a timely manner.
• Ensure Duty Managers and the management team monitor all employee’s performance and attendance.
• Maintain staff discipline and conformance with regulatory requirement using internal processes where necessary.
• Support the Duty Manager roster by providing resilience for annual leave and sickness
Staffing Levels
• Support Contract Manager and Resource Planning team to develop and maintain effective shift-working patterns to optimise labour productivity, whilst providing resilient staffing plans to meet ongoing working requirements, in the most flexible and cost-effective way.
Maintenance of Health, Safety and Environmental Standards
• Ensure the highest levels of health and safety, quality and environmental standards are reported, rectifying any deviation from agreed standards promptly to mitigate intervention from Senior management.
Compliance with ABM Policies and Procedures
• Accountable for ensuring full compliance with ABM Policies and Procedures in such areas as Human Resources, Financial Reporting, Training, Safety & Security.
• Representing ABM to all key stakeholders including passengers, service partners, regulators and trade unions etc, in order to present a favourable image and representation of the company
• Have a high level of understanding of all ABM software such as AvTech, PowerBI, and proficient in all Microsoft Office applications.
Representing ABM in Partnership with Bristol Airport
• At all times responsible for representing the ABM and associated business brand(s) through effective networking with all key stakeholders, including customers, service partners, regulators and trade unions, in order to present a positive image and representation of the Company.
Reporting
• Provide detailed weekly and monthly reports covering all operational aspects of that week’s/ month’s operation inclusive of complaints/compliments/ and bespoke operational data.
• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations and actions taken to address.
• Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address.
• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays.
• Produce weekly and monthly sick/absenteeism reports and actions to be taken by the management team to reduce the figures.
• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.
• Support Duty Managers and the management team with investigations and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken.
This description is an outline of the role and it is expected that key task will vary with the demand of our client and operation base. You will be expected to undertake any reasonable task requested.
Person Specification:
Required Experience and Skills:
• Previous experience of primarily working in a similar role is desirable
• A minimum of 2 years management experience, ideally within Aviation
• Must have the right to work in the UK
• Must pass a DBS check
• Must be able to provide 5 years reference information
Behaviors:
• Excellent communication & interpersonal skills
• Flexibility
• Innovative
• Achievement orientated
• Energy/Drive
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 to Telus 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 careers page
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions.
ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more.
In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
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.
LOCATION Bristol Airport
REPORTING TO: General Manager
SHIFT PATTERN: The actual days and hours that you work each day (your “shifts”) will be organised in accordance with the needs of the airport or site contract and the needs of the operation
CONTRACTED HOURS: 40 hours per week
SALARY: Competitive
OVERVIEW OF JOB DESCRIPTION
We are looking for an experienced Manager with a sound operational background to lead and manage an our business at Bristol Airport, providing a high quality, professional service, in meeting specified requirements as set out, and agreed in the Contract/Service agreements with Bristol Airport.
In achieving these standards, the Operations Manager is required to devise, influence and deliver opportunities that add further value to the contract in terms of customer service, staff development and net cost benefit.
The Ideal Operations Manager will have a knowledge of Airport operations and/or the aviation industry and will set a positive and highly professional example to own staff through appropriate behaviours and actions. They will be required to consistently demonstrate a high level of commitment, business awareness and corporate image.
Main Duties & Responsibilities:
Financial Performance
• Manage the Operational Performance, in accordance with the defined cost budgets, ensuring effective day-to-day control of costs whilst achieving SLA/KPIs. Responsible for developing smarter working methods, improving nett productivity overgrowth.
Service Delivery
• Ensure ABM Team provide high level of service in their dealings with the passengers and regularly monitor and improve service levels in the light of passenger surveys, responding promptly and effectively to passenger complaints.
• Proactively provide solutions to meet client demands within the contract
• Regularly attend client and customer airline meetings, proactively engaging and resolving any issues.
• Develop and maintain an effective ongoing working relationship with key contracts.
• Ensure all available equipment is maintained and deployed by trained operatives to ensure operational efficiency.
• Ensure that all Airport Authority Service Level Agreements are met and maintained, the standards of service carried out meets the company quality standards and the requirement of the airline.
Relationship with Bristol Airport and other Key Contacts
• Develop, and maintain effective ongoing working relationships with all key stakeholders at Bristol Airport, using influence to leverage beneficial business change, whilst ensuring they are kept informed of relevant issues as they arise.
Management of Operations Team
• Lead and develop a motivated, committed & competent Team at Bristol Airport. Accountable for delivering an effective, cost efficient customer service to customers at Bristol Airport.
• Driving the operational team to understand their responsibility within the operation and ensuring there is focus on team performance, developing employees and building succession plans enabling full coverage during periods of absence.
• Demonstrating expected standards in relation to conduct and performance within the workplace.
• Ensure teams are fully aware of the expectations to drive performance excellence and individual objectives.
• Ensure Duty Managers and the management team are regularly meeting with teams and managing performance related concerns in line with company policies in a timely manner.
• Ensure Duty Managers and the management team monitor all employee’s performance and attendance.
• Maintain staff discipline and conformance with regulatory requirement using internal processes where necessary.
• Support the Duty Manager roster by providing resilience for annual leave and sickness
Staffing Levels
• Support Contract Manager and Resource Planning team to develop and maintain effective shift-working patterns to optimise labour productivity, whilst providing resilient staffing plans to meet ongoing working requirements, in the most flexible and cost-effective way.
Maintenance of Health, Safety and Environmental Standards
• Ensure the highest levels of health and safety, quality and environmental standards are reported, rectifying any deviation from agreed standards promptly to mitigate intervention from Senior management.
Compliance with ABM Policies and Procedures
• Accountable for ensuring full compliance with ABM Policies and Procedures in such areas as Human Resources, Financial Reporting, Training, Safety & Security.
• Representing ABM to all key stakeholders including passengers, service partners, regulators and trade unions etc, in order to present a favourable image and representation of the company
• Have a high level of understanding of all ABM software such as AvTech, PowerBI, and proficient in all Microsoft Office applications.
Representing ABM in Partnership with Bristol Airport
• At all times responsible for representing the ABM and associated business brand(s) through effective networking with all key stakeholders, including customers, service partners, regulators and trade unions, in order to present a positive image and representation of the Company.
Reporting
• Provide detailed weekly and monthly reports covering all operational aspects of that week’s/ month’s operation inclusive of complaints/compliments/ and bespoke operational data.
• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations and actions taken to address.
• Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address.
• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays.
• Produce weekly and monthly sick/absenteeism reports and actions to be taken by the management team to reduce the figures.
• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.
• Support Duty Managers and the management team with investigations and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken.
This description is an outline of the role and it is expected that key task will vary with the demand of our client and operation base. You will be expected to undertake any reasonable task requested.
Person Specification:
Required Experience and Skills:
• Previous experience of primarily working in a similar role is desirable
• A minimum of 2 years management experience, ideally within Aviation
• Must have the right to work in the UK
• Must pass a DBS check
• Must be able to provide 5 years reference information
Behaviors:
• Excellent communication & interpersonal skills
• Flexibility
• Innovative
• Achievement orientated
• Energy/Drive
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 to Telus 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 careers page
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions.
ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more.
In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
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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