Operational Support Manager in Bristol

LOCATION: Bristol Airport

CONTRACT: 6 month Interim role - could be permanent

SALARY: Competitive

OVERVIEW OF JOB DESCRIPTION

We are looking for an experienced Support Manager with a sound operational support background to support the General Manager and Operations Managers within ABM 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 international airport. In achieving these standards, the Operations Support 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 Support will set a positive and highly professional example to 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

• Support 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.

• Ensure the 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.
• Support ABM to 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.

• Support 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 ABM 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.
• Support the Operations Managers to ensure Duty Managers are regularly meeting with teams and managing performance related concerns in line with company policies in a timely manner.
• Support Duty Managers monitor all employee’s performance and attendance.
• Maintain staff discipline and conformance with regulatory requirement using internal processes where necessary.
• Support the Operations Manager roster by providing resilience for annual leave and sickness of both FOH & BOH teams.

• Support the 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.

• Support to the QSHE Manager to 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.

• Support the accountability of 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.

• At all times responsible for representing the ABM and associated business brand(s) through effective networking with all key stakeholders, including customers, BIAL service partners, regulators and trade unions, in order to present a positive image and representation of the Company.
• 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.

• Support in providing detailed weekly and monthly reports covering all operational aspects of that week’s/ month’s operation inclusive of complaints/compliments/PRM data and flights handled.
• Support in providing monthly CAA (ECAC data) quality standard data detailing any performance deviations and actions taken to address.
• Support in providing daily data analysis of Power Bi and detailing any performance deviations and actions taken to address.
• Support in providing detailed information regarding any delays and actions to be taken to reduce/remove delays.
• Support in providing weekly and monthly sick/absenteeism reports and actions to be taken by the Duty Managers to reduce the figures.
• Support in providing weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.
• Support Operations Managers and Duty managers with investigations and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken.

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 or logistics.
• Must have the right to work in the UK.
• Must pass a DBS check.
• Must be able to provide 5 years reference information.
• Must be over 18 years of age.

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 Perks at Work, 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 website.

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.