Operations Manager in Manchester

Main Duties & Responsibilities

• Ensure the effective leadership and performance management of all employees in the Company’s PRM operation working as part of the management team within the operation.
• Drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority.
• Ensure that all Airport Authority Service Level Agreements are met and maintained, and that the standards of service carried out meet the Company quality standards and the requirements of the Airline.
• Take appropriate action where standards and services are not being met.
• Maintain the “image” specified by the Company in the standards of work, uniform, vehicles, buildings, and all dealings with customers, other airlines, other service companies, and the general public.
• Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service.
• Cover additional shifts that may be required due to holidays for direct reports.
• Have a high level of understanding of all ABM software such as Inform, PowerBI, and be proficient in all Microsoft Office applications.
• Manage the resolution of passenger and customer complaints within the given timescale and be the first point of call for all customer-related issues.
• Ensure all equipment is operational and deployed.

Engagement

• Proactively meet and engage with Airlines on a regular basis to discuss any issues.
• Maintain effective customer contact, report on service delivery, and resolve any problems in a timely manner.
• Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons.
• Establish and maintain good relationships and lines of communication both written and verbal with client airlines and companies such as grounds handlers, caterers, etc.
• Ensure that working relationships within the airport maximise co-operation leading to the efficiency and effectiveness of all staff.
• Attend quarterly/monthly Airport and airline partner meetings as a representative of ABM to deliver performance results.

Reporting

• Provide 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.
• Provide monthly CAA (ECAC data) quality standard data detailing any performance deviations.
• Undertake daily data analysis of Power BI and detail any performance deviations and actions taken to address.
• Provide detailed information regarding any delays and actions to be taken to reduce/remove delays.
• Produce weekly and monthly sick/absenteeism reports and actions to be taken by the Supervisors to reduce the figures.
• Produce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce them.
• Undertake full investigation and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken.

Processes & Procedures

• Comply with CAA protocol along with the Airport operating procedures at all times.
• Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary.
• Report all accidents or injuries to employees or customers using AssessNet.
• Ensure full adherence to Airport Safety Permit process.
• Ensure that all provisions of the Health & Safety at work and any other legislations and regulations governing the work are fully complied with.
• Ensure Supervisors conduct all required daily/weekly/monthly audit inspections and record within One Drive.
• Maintain all vehicles and equipment ensuring required service intervals are agreed and met.

People Management

• Implement and monitor key performance indicators for all staff.
• Manage absence improvement and performance management of all staff.
• Ensure that the Supervisors monitor all employees’ performance and attendance.
• Ensure good management practices including effective appraisals and assessments are applied to achieve optimum staff performance, timekeeping, development, and retention.
• Responsible for the rostering of all staff under your control and managing their absence and annual leave cover.
• Establish a meeting structure with the Supervisors, with emphasis on operational needs and requirements, on time performance and quality.
• Carry out any reasonable task requested.

This description is an outline of the role and it is expected that key tasks will vary with the demand of our client and operation base.

Requirements

• Previous experience of primarily working in a similar role is desirable.
• A minimum of 2 years management experience, ideally within Aviation.
• 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.

Behaviours

• Excellent communication & interpersonal skills.
• Flexibility.
• Innovative.
• Achievement orientated.
• Energy / Drive.

HEALTH & SAFETY RESPONSIBILITIES

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.

NOTE: This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business. Please note that ABM are an equal opportunities employer, we do not discriminate and welcome all responses.