LOCATION: Edinburgh Airport
REPORTING TO: Senior Regional Operations & Service Delivery Manager UK
CONTRACT: Permanent, 40 hours per week, 5 out of 7 days
SALARY: Competitive
PURPOSE OF ROLE
The Senior Operations Manager role is leading a team in their transitional role between commercial management via the Account Management team, and delivering KPIs and SLAs on the shop-floor and driving new opportunities and commercial growth at the frontline.
The successful applicant will be managing a flexible operations structure who in turn support managing the field teams on a day-to-day principle, ensuring standards, service and sales expectations are achieved. The role spans both Travel Retail & Passenger Services, ensuring we deliver for both retail and airport clients.
Our structure requires flexibility to support multi-site and/or terminals and multi-disciplined teams. We’re looking for someone who is collaborative, hands-on and extremely organised. There should be equal weighting on compliance and delivering service excellence. You will be working in a fast-moving environment and delivering new ideas.
PRINCIPLE RESPONSIBILITIES
Your role will be both client facing and internal, always representing the best interests of your projects and pushing your team to deliver best in class service for our clients and partners across some key areas of focus.
Operations Management
1. Leading a team, you will ensure we are set up for success to manage our field team.
2. Manage the Operations schedule, ensuring we have the right level of coverage to meet the evolving business needs.
3. Identify Team Leaders, keeping the company ethos of ‘careers not jobs’ cycle in motion.
4. To oversee a multi-category operation with multi-disciplined teams setting clear day to day targets, guidelines and company expectations, tailored against brands, airport and client expectations.
5. Driving a visible service delivery, proactive and enhanced service delivery to our customers at all times.
6. Periodically managing internal audits with regards to service and product knowledge on the shop floor to ensure KPIs and SLAs are delivered and any training needs are identified as soon as possible.
7. Resourcing and booking labour for each required site utilising the BJP database.
8. Building new opportunities in collaboration with the Account Management team, leveraging on current client relationships and establishing new client relationships.
9. Delivering end to end people management processes inclusive of, but not limited to, break management, absenteeism, return to work processes, accident report forms, investigations, disciplinary, grievance etc. in a timely manner.
10. Working with the leadership team to identify service champions on the shop-floor and support driving succession planning from the front line.
11. Supporting the Account Management team on any experiential and seasonal events.
12. Supporting set up of key events inclusive of, but not limited to, ‘go live’ day one, HPP activity (high performing promotions).
13. Driving effective communication to all field teams regarding any critical information shared by the client in the huddle and/or BJP news.
14. Management of the declaration processes.
15. Accountable for recruitment processes for sites managed inclusive of (but not limited to) forecasting in partnership with the Planning and Compliance team.
16. Working with the wider management team, to support the retail & passenger services strategy and key projects, trials, and events within our locations.
17. Supporting the trinity approach to Agency, Client & Retailer.
18. Be able to deliver ‘on-call’ duties as and when required.
19. Co-ordination and management of monthly SLA meetings with the airport & retailers and sharing feedback (not commercially sensitive) back to the wider team.
20. Providing regular feedback and sharing knowledge with the team regarding operational information for each site managed.
21. Supporting with completion/providing sales feedback on HPP events.
22. Driving a culture of excellence and recognising key team players.
Commercial Management:
1. Keep management schedules within budget. Analyse trends with the support of the Senior Regional Operations Manager to deliver the hours that suit the business, airport and retailer needs.
2. Responsible for developing and maintaining effective relationships with existing and prospective customers to ensure optimum customer relationships and commercial growth.
3. Collaborating with the Account Management team in identifying and driving forward new opportunities within and outside of Aviation.
4. Supporting continuous improvement opportunities within current structures.
5. Generation of revenue in line with company targets.
Compliance / Other Duties:
1. Accountable for ensuring the business is compliant in relation to third party audits and any governed regulations, across the UK operation.
2. Support the establishment of working practices that go above and beyond customer expectations.
3. Experience of service delivery and provision of analytical reports through SLAs or KPIs on service delivery to customers and internally.
4. Support programmes relating to all aspects of ABM colleagues including training, H&S, development and well-being at work experience of audits.
5. Ensure that the operational KPIs/SLAs are delivered and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all.
6. Ensure strict compliance to the General Data Protection Regulations and associated regulations.
7. To support I.D. compliance by holding signatory status and support operations on a contingency basis.
8. Undertake any reasonable task requested.
Required Skills
* People leader
* Team player
* Client Facing
* Effective Communicator
* A solutions person - trouble shooting & problem solving (clients and staff)
* Fair approach to Staff Management
* Solutions driven and able to Troubleshoot
* Flexible, persuasive, and diplomatic
* Well Organised
* Numerate
* Computer literate (Excel, Word, Outlook)
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 careers page.
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.
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.
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