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Senior Operations Manager

2 months ago

Hounslow, Greater London, United Kingdom Abm Full time

Job Title: Senior Operations Manager

Location: London Heathrow Airport

Reporting to: Head of Airline Services

Contract: Permanent, 40 hours per week

Salary: Competitive

Job Overview:

To ensure the effective and profitable operation of all Cabin Cleaning contracts, including the provision of a professional and high-quality level of service, to meet and exceed the specified requirements set out in the Contract/Service Level Agreements of all airlines. To ensure a safe and efficient operation that covers all layers of the operation, including people leadership and process controls. To ensure the growth of the business with other contract opportunities.

Main Responsibilities:

General Duties:

  • To perform any specific investigations as may be requested by senior management, responsibility for the implementation of and the maintenance of the quality management systems, carrying out monthly quality assurance checks.
  • To manage the delivery of Cabin Cleaning Services and to act as a support function for the provision of services on site, ensuring compliance, budgetary control and continuous improvement.
  • Performance management of team members against customer KPI's.
  • Effective management of team members to deliver outstanding customer service.
  • To build a close working relationship with customers to drive further business opportunities.
  • To implement, observe and comply with all good working practices and to ensure compliance within the Health & Safety and statutory regulations.
  • To produce monthly management reports and attend finance and review meetings as directed
  • To implement all statutory and legislative policies to ensure compliance.
  • To manage all 3rd party resources working on behalf of ABM on the contract.
  • To ensure the professional and concise day to day operational interaction with the client/clients on the site.
  • To attend where practicable the Client meetings
  • To lead the operation through visibility and engagement
  • To drive performance through initiatives and projects

Financial Management:

  • Meeting budgetary targets, monitoring finances daily and setting key objectives to the team.
  • To ensure that all forecasts are achieved
  • Responsibility for the review of cost-efficient methods of operating, managing margin improvements by means of productivity

Administrative Duties:

  • Replying to customer queries, both orally and in writing in a timely manner, setting work targets for lower management.
  • Attending meetings both internally and with customers, on a monthly / quarterly basis.
  • Briefing, de-briefing and training in line with operational requirements across all service lines.
  • To perform any specific investigation as may be requested by senior management.
  • Responsibility for the implementation and maintenance of the quality management systems, carrying out monthly quality assurance checks.
  • Staff Recruitment, Selection and Industrial Relations
  • To ensure that employment records are current, to carry out staff appraisals and to recommend candidates suitable for future development.
  • To ensure staff are employed in accordance with the Company's employment procedures.
  • To ensure staff are trained in the duties for which they are employed.
  • To ensure that staff are aware of the Company's Disciplinary and Grievance procedures and that the procedures are adhered to in all disciplinary cases.
  • Ensuring the Company's Health and Safety procedures are practised by all employees.

Person Specification:

  • You will have had relevant senior management experience within the Aviation sector and be able to show demonstrable success in delivering exemplary customer service.
  • You will also be able to show a dynamic, successful track record of transforming a business operation using excellent leadership, communication, and interpersonal skills to motivate a large workforce to meet the needs of our customers.
  • Presentation, communication and planning skills and computer skills using Microsoft Office: (Excel, Word, PowerPoint).

Essential:

  • Sound Leadership skills
  • Good Communication skills
  • Good Interpersonal skills
  • Show initiative
  • Aptitude to receive and deliver training
  • Deal with customers both internal and external
  • Be able to take responsibility
  • Well-developed IT skills
  • NEBOSH / IOSH trained
  • Flexible approach

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 to Lifeworks, 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

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.