Job Title: Operations Manager, PRM Operation
Location: Manchester Airport
Reporting To: Contract Manager
PAY RATE: Up to £40,000.00 per annum
Purpose:
To ensure the effective supervision and performance management of staff 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. In addition, the Operations Manager will deputise for the Contract Manager as and when required.
Key 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 met.
- 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.
- Promote a culture of service excellence and maintain a professional image, both personally and corporately – champion legendary service.
- To cover additional shifts that maybe required due to holidays for direct reports.
- Have a high level of understanding of all ABM software such as AvTech, PowerBI, and proficient in all Microsoft Office applications.
- To 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
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 are such that they maximise co-operation leading to the efficiency and effectiveness of all staff.
- Attend quarterly/monthly Airport and airline partner meetings as 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 and actions taken to address.
- 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 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
- At all times comply with CAA protocol along with the Airport operating procedures.
- 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.
- 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 assessment are applied in order 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 requirement, 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 task will vary with the demand of our client and operation base.
Required Experience and Skills:
- 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
Behaviours:
- Excellent communication & interpersonal skills
- Flexibility
- Innovative
- Achievement orientated
- Energy/Drive