Operations Manager

To 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. To drive a culture of excellence in customer service and maintain an open and positive relationship with airlines and the airport authority.Main Duties & Responsibilities:Operational 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 metEnsure 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 publicPromote a culture of service excellence and maintain a professional image, both personally and corporately - champion legendary serviceTo cover additional shifts that maybe required due to holidays for direct reportsHave a high level of understanding of all ABM software such as Inform, PowerBI, and proficient in all Microsoft Office applicationsTo manage the resolution of passenger and customer complaints within the given timescale and to be the first point of call for all customer related issues. Ensure all equipment is operational and deployed EngagementProactively meet and engage with Airlines on a regular basis to discuss any issuesMaintain effective customer contact, report on service delivery and resolve any problems in a timely mannerEnsure effective and appropriate communication with all parties throughout the nominated Airport inclusive of relevant Airlines personsEstablish 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 are such that they maximise co-operation leading to the efficiency and effectiveness of all staffAttend quarterly/monthly Airport and airline partner meetings as representative of ABM to deliver performance resultsReportingProvide detailed weekly and monthly reports covering all operational aspects of that week's/ month's operation inclusive of complaints/compliments/PRM data and flights handledProvide monthly CAA (ECAC data) quality standard data detailing any performance deviations. Undertake daily data analysis of Power Bi and detailing any performance deviations and actions taken to address. Provide detailed information regarding any delays and actions to be taken to reduce/remove delaysProduce weekly and monthly sick/absenteeism reports and actions to be taken by the Supervisors to reduce the figuresProduce weekly and monthly reports on any service lapses that may have occurred and actions to be taken to reduce themUndertake full investigation and written report of all incidents, accidents, and occurrences, highlighting areas that need to be addressed and actions taken. Processes & Procedures At all times comply with CAA protocol along with the Airport operating proceduresMaintain staff discipline and conformance with Company and regulatory requirements, utilising the Company disciplinary process where necessaryReport all accidents or injuries to employees or customers using AssessNetEnsure full adherence to Airport Safety Permit processEnsure 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 ManagementImplement and monitor key performance indicators for all staff Absence Improvement and Performance Management of all staffEnsure that the Supervisors 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 retentionResponsible for the rostering of all staff under your control and managing their absence and annual leave coverEstablish a meeting structure with the Supervisors, with emphasis on operational needs and requirement, on time performance and qualityCarry 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 baseRequirementsPerson 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 AviationMust have the right to work in the UKMust pass a DBS checkMust be able to provide 5 years reference informationMust be over 18 years of ageBehaviors: Excellent communication & interpersonal skills FlexibilityInnovative Achievement orientated Energy/Drive Health & Safety ResponsibilitiesFollow 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; NOTEThis 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.