JOB TITLE: Operations Manager
LOCATION: Stansted Airport
CONTRACT: Permanent, 40 hours per week, 4 on 4 off
SALARY: Competitive
OVERVIEW OF JOB DESCRIPTION
To ensure that the Duty Managers motivate, allocate, supervise and performance manage staff in the Company’s Assisted Travel operations and provide assistance to the Operational Team within the Airport. To drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority. In addition the Operations Manager will deputise for the Contract Manager as and when required.
Main Duties & Responsibilities:
· 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. Take appropriate action where standards and services are not being met.
· Proactively meet and engage with Airlines on a regular basis to discuss any issues.
· At all times comply with HSE, DFT and CAA protocol along with the Airport operating procedures.
· Maintain effective customer contact, report on service delivery and resolve any problems in a timely manner.
· Implement key performance indicators for your direct reports.
· Responsible for the rostering of staff under your control and managing their absence and annual leave cover.
· Ensure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines persons.
· Ensure that working relationships within the airport are such that they maximise co-operation leading to the efficiency and effectiveness of all staff.
· Ensure that the Duty Managers monitor all employees’ performance and attendance. Ensure good management practices including effective appraisals and assessment are applied in order to achieve optimum staff performance, timekeeping, development and retention.
· Establish a meeting structure with the Duty Managers, with emphasis on operational needs and requirement, on time performance and quality.
· Maintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessary
· Ensure that all provisions of the Health & Safety at work at, “COSHH” regulations and any other legislations and regulations governing the work are fully complied with. Ensure the Duty Managers conduct a monthly inspection and prepare a report for the Contract Manager of all incidents, accidents and occurrences, highlighting areas that need to be addressed.
· Ensure that the “image” specified by the Company is maintained in the standards of work, uniform, vehicles, buildings and all dealing with customers, other airlines, other service companies and the general public.
· Establish and maintain good relationships and lines of communication with client airlines, other airlines, CAA, Customs and Excise and companies such as grounds handlers, caterers etc;
· Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service.
· Provide weekly reports for the Contract Manager covering all operational aspects of that week’s operation.
· Provide monthly reports for the Contract Manager covering all operational aspects of that month’s operation.
· 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 Duty Managers 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.Carry out any reasonable task requested. 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.
Benefits
· Free parking
· 80% subsidy on Stansted Travel card
· Flexible hours
· World Duty Free Discount
· Career Progression
Person Specification:
Essential
· Experience with statistical analysis and data processing
· Practical knowledge of budgeting
· Ability to create a good plan and determination to accomplish goals
· Excellent critical thinking and problem-solving skills
· Good data analysis, planning and organisational skills
· Excellent written and verbal communication skills
· Good leadership qualities with the ability to provide direction
Desirable
· Aviaition experience
· Full UK Licence
Essential Criteria for an Airside Pass
· To be considered for the role you will need to provide the following:
· Full 5 years history that accounts for all periods of employment, self-employment, unemployment and education (any gaps over 28 days must be verified)
· Valid photographic proof of identity e.g. passport or driving licence
· Valid Visa/Proof of right to work for non UK and out of EU nationals
· Proof of National Insurance No. (or evidence that you have applied for one)
· Proof of identity and address (Utility bill, bank statement, etc.)
· Acceptance of and willingness to undergo a Criminal Record Check (CRC)* and Airside Security Clearance
· Where an individual has resided 6 months or more outside the UK in the last 5 years, the appropriate clearance must be obtained i.e. Overseas Criminal Record Check (OCRC) from the country of origin
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 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 .
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.