At a Glance
- Tasks: Lead daily operations at Heathrow Airport, ensuring smooth performance and minimal disruption.
- 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 perks.
- Other info: Be part of a supportive team that values safety, collaboration, and excellence.
- 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 35000 - 45000 £ per year.
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.
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
Essential
- 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.
APOC Manager employer: Job Search Place Limited
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 ensure that our team members thrive in a supportive environment while making a meaningful impact on airport operations.
StudySmarter Expert Advice🤫
We think this is how you could land APOC Manager
✨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.
✨Tip Number 2
Prepare for the interview by practising common questions related to operational management and stakeholder engagement. We recommend role-playing with a friend to boost your confidence.
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've handled pressure and made tough decisions in past roles. This will highlight your fit for the APOC Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we’re always on the lookout for passionate candidates who align with our values.
We think you need these skills to ace APOC Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience that aligns with the APOC Manager role. We want to see how your skills match our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills:As a potential APOC Manager, it’s crucial to demonstrate your leadership abilities. Share examples of how you've successfully led teams or managed operations in high-pressure environments. We love seeing candidates who can inspire and motivate others!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to understand your qualifications and experiences.
Apply Through Our Website:Don’t forget to submit your application 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 to do!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Make sure you understand the key responsibilities of the APOC Manager role. Familiarise yourself with ECAC regulations, SLAs, and performance targets. Being able to discuss these topics confidently will show that you're serious about the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams or managed operational challenges in the past. Highlight your ability to make tough decisions under pressure and how you’ve coached others through difficult situations.
✨Be Data Savvy
Brush up on your analytical skills and be ready to discuss how you use data to drive performance improvements. Mention any experience you have with reporting tools like Power BI, as this will demonstrate your capability to handle operational performance management.
✨Engage with Stakeholders
Think about how you’ve built strong relationships with stakeholders in previous roles. Be prepared to share specific examples of how you’ve effectively communicated and collaborated with various teams to achieve operational goals.
