Head of Terminal

Location: Heathrow Airport

Reporting To: Assistance Service Director

Working Hours: Full Time

Salary: Competitive

Role Overview And Purpose

The Head of Terminal is accountable for the team's performance and the terminal's operations, delivering objectives and legislative requirements of the PRS service. They must have a deep understanding of the PRS operation and the legislation supporting disabled travellers, lead with authenticity and influence to win hearts and minds, and drive commitment and performance across the organisation. They will be responsible for the continuous improvement of the service, implementing strategic plans, policies, and procedures to achieve our goals and objectives.

Key Responsibilities

• Provide strong leadership and direction to your team ensuring that your terminals operate efficiently and effectively.
• Build an inclusive and motivated team culture where people feel valued, inspired, and aligned to ABM's vision and customer goals.
• Lead managers and teams effectively to influence and win hearts and minds, driving commitment and performance across the business.
• Develop and implement strategies to optimise terminal operations, including productivity, safety, and cost-efficiency.
• Oversee day-to-day terminal operations, ensuring your management teams are proactively managing their teams and proactively driving consistent performance.
• Responsible for ensuring LHR is compliant with all elements of relevant legislation.
• Lead a culture of continuous improvement methodology across the terminal and share best practice across the contract.
• Maintain excellent customer/stakeholder relationships, responding promptly to inquiries and concerns, and ensuring that our customer/stakeholder requirements are met.
• Develop and manage the terminal's budget, ensuring that we operate within our financial parameters.
• Lead and develop your operational team to deliver the highest levels of performance. Set objectives and manage the team as appropriate.
• Lead on industrial and employee relations within your terminals.
• Responsible for proactive communication of your management team with airport stakeholders, driving constructive and collaborative ways of working. Lead on lessons learnt and wash-up sessions as appropriate.
• Responsible for your terminal's governance information delivered daily, weekly and monthly to demonstrate your team's performance. Responsible for your team's action plans to respond to performance issues and drive service enhancements.
• Lead a safe and secure environment for colleagues and customers, auditing processes regularly and ensuring a ‘fit for purpose’ operation.
• Responsible for your team's compliance with corporate timescales on all investigations.
• Report directly to the Account Director and assist with managing the contract's financial performance.
• Support Account Director as required and deputise as appropriate.

Health And Safety Responsibilities

• Support HSE Manager to record, implement, communicate and review a safe system of work to all personnel prior to the commencement of work activity and ensure this is continuously monitored.
• Ensure that the HAL and ABM safety image is reflected positively through own actions and those of the team and agency workers.
• Undertake monthly site and service inspections and identify areas of non-compliance to Health & Safety and Quality Standards and take actions where required on all PRS services.
• Manage the safety & security performance of all personnel and sub-contractors and take appropriate action for any breaches.
• You will be required to work closely with the HAL and the WJ Health and Safety teams who are available to provide safety advice and support. Furthermore, you will be required to ensure that safety initiatives are implemented within your areas of control.

Other Duties And Responsibilities

• To be aware of policy and procedures owned and changed from time to time by ABM.
• To be aware of policy and procedures owned and changed from time to time by Heathrow Airport Limited.
• To positively participate in the Staff Welfare & Development Programme.
• Carry out any other reasonable request as required by HAL or ABM.

Required Skills And Experience

• Excellent leadership and management skills, with the ability to motivate and develop a large team, manage conflict, and achieve results.
• Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyse complex data, identify trends, and develop effective solutions.
• Strong safety management skills, with the ability to develop and implement safety policies and procedures and ensure compliance with safety regulations.
• Flexible approach to work and able to work efficiently.
• Able to lead and work effectively within a pressured environment ensuring standards are adhered to.
• Experience of leading change and managing in a pro-active manner.
• Think safety first management approach.
• A resilient and robust approach with confidence to take ownership for a diverse team.

Qualifications

Essential for Role

• Proven history in PRS operations, leading a successful team and achieving contract goals.
• Full Driving licence.
• Experience of managing change and directing teams of people to perform against specific targets.
• Strong people management and communication skills.
• Strong in MS Word/Excel/PowerPoint, ability to confidently navigate operational systems, as required.

Desirable for Role

• Educated to degree level or relative operational leadership experience.
• Change management experience.

Benefits

• 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.
• 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.

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. 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.