At a Glance
- Tasks: Lead day-to-day operations at Heathrow Airport, ensuring smooth performance for passengers and airlines.
- Company: Join ABM, a leader in airport operations with a commitment to diversity and inclusion.
- Benefits: Enjoy 24/7 GP access, mental health support, and exclusive employee discounts.
- Other info: Work in a fast-paced setting with opportunities for personal and professional growth.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Strong communication, analytical skills, and experience in operational management required.
The predicted salary is between 40000 - 50000 € per year.
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.
Location: Heathrow Airport
Shift Pattern: 4 on 4 off
Salary: Competitive
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
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:
- 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
- Support: Online chat or telephone service for urgent support in a crisis
Equal Employment Opportunity: ABM is 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.
APOC Manager in West Drayton employer: ABM UK
At ABM, we pride ourselves on being an exceptional employer, particularly for the APOC Manager role at Heathrow Airport. Our commitment to employee well-being is reflected in our comprehensive benefits package, including 24/7 GP access and mental health support, alongside a vibrant work culture that fosters collaboration and innovation. With ample opportunities for professional growth and a strong emphasis on diversity and inclusion, we empower our team members to thrive in a dynamic environment while upholding our core values of Honesty, Respect, Integrity, Collaboration, Innovation, Excellence, and Trust.
StudySmarter Expert Advice🤫
We think this is how you could land APOC Manager in West Drayton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Heathrow Airport through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which is gold when applying for the APOC Manager role.
✨Tip Number 2
Prepare for the interview by brushing up on your operational decision-making skills. Think of real-life scenarios where you had to make tough calls under pressure. We want to hear how you handled those situations!
✨Tip Number 3
Showcase your leadership style! During interviews, share examples of how you've motivated teams and resolved conflicts. Remember, they’re looking for someone who embodies collaboration and excellence.
✨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 Heathrow Airport.
We think you need these skills to ace APOC Manager in West Drayton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the role of APOC Manager. We want to see how you can bring value to our team at Heathrow!
Showcase Your Leadership Skills:As a potential leader in our Airport Operations Control Centre, it's crucial to demonstrate your people management and conflict resolution abilities. Share specific examples where you've successfully led a team or managed a challenging situation.
Be Data-Driven:Since the role involves making data-led decisions, include any relevant experience you have with performance analysis or reporting. We love seeing candidates who can back up their decisions with solid data!
Apply Through Our Website:We encourage you to submit your application directly 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
Make sure you understand the key responsibilities of an APOC Manager. Brush up on ECAC regulations, SLAs, and operational performance targets. Being able to discuss these topics confidently will show that you're serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in high-pressure situations. Think about times when you had to make tough decisions or manage conflicts. This will demonstrate your ability to guide and coach others effectively.
✨Be Data-Driven
Since the role involves analysing performance data, be ready to discuss how you've used data to inform decisions in the past. Bring examples of reports or analyses you've completed, especially if they relate to operational performance.
✨Engage with Stakeholders
Highlight your experience in building relationships with stakeholders. Prepare to talk about how you've maintained strong working relationships in previous roles, as this is crucial for the position. Show that you can represent the operation professionally and collaboratively.
