At a Glance
- Tasks: Lead day-to-day operations at Heathrow Airport, ensuring smooth passenger experiences.
- Company: Join ABM, a global leader in facility and infrastructure solutions.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee perks.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
- Why this job: Make a real impact on airport operations while developing your leadership skills.
- Qualifications: Strong communication, analytical skills, and ability to lead under pressure.
The predicted salary is between 40000 - 50000 € per year.
LOCATION: Heathrow Airport
SHIFT PATTERN: 4 on 4 off
SALARY: Competitive
Role Purpose
The APOC (Airport Operation Control Centre) Manager is accountable for the day-to-day operational oversight and strategic decision-making relating to PRS performance across Heathrow Airport. Acting as Bronze Command, the role ensures delivery against ECAC regulations, Service Level Agreements (SLAs), and key operational performance targets, while minimising disruption to passengers and airline partners. This role plays a critical part within the Airport Operations Control Centre (APOC), providing leadership, performance governance, stakeholder coordination, and real-time operational response across all terminals.
Key Accountabilities
- Real-time decision-making to minimise performance impact to PRM passengers and airline operations
- Proactive identification of risks, constraints, and early indicators of operational deviation
- Oversight of operational coverage and resource allocation across all terminals
- Acting as Bronze Command during incidents and operational disruptions
- Guide and coach the operational team during operational occurrences
- Role model and ambassador for the organisation, living the company’s core values of Honesty, Respect, Integrity, Collaboration, Innovation, Excellence and Trust
Key Responsibilities
- Operational Performance & Control
- Drive consistency, quality, and continuous improvement across the PRM service throughout the terminals
- Proactively compile, analyse, and report performance data throughout the operational day
- Ensure accurate and timely reporting of PRS operational status to stakeholders
- Raise P Status in response to operational risk or disruption and liaise with Heathrow Airport Limited (HAL)
- Leadership & Coordination
- Chair and lead daily operational meetings
- Work closely with Heads of Terminals, Terminal Operations Managers, HAC Managers, Allocations, and APOC stakeholders
- Provide escalation support where terminal, HAC, or allocation coverage gaps exist
- Act as escalation point for APOC desk queries including incidents involving PRMs or staff, medical emergencies, security breaches, immigration or security congestion (including PRM lanes)
- Resource & Workforce Management
- Monitor daily staffing levels across all terminals
- Make real-time redeployment decisions to address operational pressures
- Ensure appropriate resource planning for the following 72 hours, aligned to PRM forecasts
- Oversee operational coverage during periods of absence, holiday, or sickness
- Manage and allocate overtime equitably, prioritising individual terminal operational needs
- Incident & Reporting Management
- Complete detailed reports for all incidents and accidents
- Share reports with HAL and internal stakeholders as required
- Lead root cause analysis in collaboration with operational managers and clients
- Compile Power BI reports for stakeholders
- Stakeholder & Client Engagement
- Maintain strong, proactive working relationships with internal and external stakeholders
- Always represent the operation professionally
- Health & Safety Responsibilities
- Comply fully with ABM Health & Safety policies, procedures, and protocols
- Ensure all accidents and incidents are reported correctly
- Escalate safety concerns appropriately
- Lead by example in maintaining a strong safety culture
Required Skills & Experience
- Excellent communication, influencing, and stakeholder management skills
- Strong analytical capability with the ability to make data-led, justifiable decisions
- Proven ability to make difficult decisions under pressure
- Strong people leadership and conflict resolution skills (verbal and written)
- Proficient in Microsoft Word, Excel, and PowerPoint
- Confident in navigating operational and performance management systems
- Calm and professional under pressure
- Ability to produce clear, concise verbal and written reports
- Strong attendance, punctuality, and reliability
- Ability to work collaboratively as part of a wider team
- Understanding of equality, diversity, and inclusion principles
- High standard of personal presentation
- Commitment to the values and objectives of ABM and its clients
- Understanding of Disability and Accessibility legislation (desirable)
Personal Characteristics
- Calm and resilient in high-pressure operational environments
- Safety-first mindset
- Motivational, collaborative, and team-focused leadership style
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 discounts, gift cards, cashback, and exclusive offers
- Search for resources and tools on topics ranging from family and life to health, money and work
- Online chat or telephone service for urgent support in a crisis
For more information about ABM’s benefits, visit our website.
APOC Manager employer: ABM UK
ABM is an exceptional employer, offering a dynamic work environment at Heathrow Airport where the APOC Manager plays a pivotal role in ensuring operational excellence and passenger satisfaction. With a strong commitment to employee well-being, ABM provides comprehensive benefits including 24/7 GP access, mental health support, and opportunities for professional growth, all while fostering a culture of collaboration, integrity, and innovation. Join us to be part of a team that values your contributions and supports your career development in a vibrant airport setting.
StudySmarter Expert Advice🤫
We think this is how you could land APOC Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at ABM or in the aviation sector on LinkedIn. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to operational management and stakeholder engagement. We recommend role-playing with a friend to boost your confidence.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've handled pressure and made tough decisions. This is your chance to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at ABM.
We think you need these skills to ace APOC Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the APOC Manager role. Highlight your relevant experience in operational oversight and decision-making, as well as your ability to manage performance under pressure.
Showcase Your Skills:Don’t forget to emphasise your strong communication and analytical skills. We want to see how you can make data-led decisions and lead a team effectively, so give us examples from your past experiences!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts logically. This will help us understand your qualifications quickly and easily.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at ABM UK
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of an APOC Manager. Familiarise yourself with ECAC regulations, SLAs, and key performance targets. This will help you speak confidently about how you can contribute to minimising disruption for passengers and airline partners.
✨Showcase Your Leadership Skills
As a potential leader in the Airport Operations Control Centre, be ready to discuss your experience in guiding teams during operational occurrences. Prepare examples that highlight your ability to make tough decisions under pressure and how you've successfully managed conflicts in the past.
✨Data-Driven Decision Making
Since the role requires strong analytical skills, come prepared to discuss how you've used data to inform your decisions. Think of specific instances where your analytical capabilities led to improved operational performance or risk management.
✨Engage with Stakeholders
Demonstrate your communication and stakeholder management skills by preparing to talk about how you've built strong relationships in previous roles. Be ready to share examples of how you've effectively collaborated with various teams to achieve common goals.
