APOC Manager in London

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 4 off

SALARY: Competitive

We welcome applicants who may need additional support or adjustments during the recruitment process. If you require any assistance, please contact our Recruitment Department.

Role Purpose

The Airport Operations Control Centre (APOC) 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.
• Act 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 ABM’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 and 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.

Desirable

• Understanding of Disability and Accessibility legislation.

Personal Characteristics

• Calm and resilient in high‑pressure operational environments.
• Safety‑first mindset.
• Motivational, collaborative and team‑focused leadership style.

Benefits

• 24/7 GP: You and your immediate family can speak to a UK‑based GP from home.
• Mental Health support and Life Event Counseling.
• Get Fit programme.
• Financial and legal support.
• Cycle to work scheme.
• Access Perks at Work, an employee app providing discounts, gift cards, cashback and exclusive offers, tools on health, money and work, and online chat or telephone service for urgent support.

Equal Opportunities

ABM is committed to employment practices that promote diversity and inclusion regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. ABM is a proud member of the Armed Forces Covenant Employer Recognition Scheme.