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About the Role

Responsible for overall performance as part of the Senior Leadership Team to lead and drive change throughout their terminal and across the service for passenger enhancement. Inspire the team to achieve the highest standards in passenger care whilst ensuring collaboration with airlines and stakeholders. Drive consistency and quality with a continuous improvement mind-set and the ability to cover any terminal where required. Act as a role model and ambassador for the company, embodying ABM values.

Responsibilities

Lead all Passengers Requiring Support (PRM) activities in one terminal.
Respond to HAL directly for ad hoc requests and ensure staffing levels and standards are maintained.
Ensure compliance with all relevant legislation and ECAC regulations.
Foster a culture of continuous improvement and share best practices across the contract.
Identify trends and action feedback from stakeholders and passengers.
Lead and develop the team to ensure a motivated and supported workforce.
Set objectives and manage the team effectively.
Support the industrial and employee relations team and agenda.
Proactively communicate operational risks and mitigation strategies to airport stakeholders.
Ensure lessons learned and wash-up sessions are held as appropriate.
Drive provision of governance information to demonstrate team performance and build action plans.
Manage operational stakeholder relationships.
Manage the local budget and hold the team accountable.
Support the Head of Terminals/Account Director and deputize as appropriate.
Ensure a safe and secure environment for colleagues and customers.
Audit processes regularly and ensure operations are 'fit for purpose'.
Lead the effective management of employee relations cases, including investigations and performance concerns.
Ensure timely resolution of employee relations cases and compliance with policy.
Drive improvements in attendance and achieve organizational absence targets.
Ensure compliance with corporate timescales on all investigations.
Report to the Head of Terminal, assisting with contract financial performance management.
Ensure work is carried out in accordance with site/department procedures and training.
Support HSE Support Manager to implement and review safe systems of work.
Ensure the HAL and ABM safety image is reflected positively through own actions and those of the team.
Undertake monthly site and service inspections and identify areas of non-compliance.
Take action on non-compliance with Health & Safety and Quality Standards on all PRM services.
Manage the safety & security performance of all personnel and sub-contractors.
Take appropriate action for any safety or security breaches.
Collaborate with HAL and ABM Health and Safety teams for safety advice and support.
Ensure safety initiatives are implemented within areas of control.
Be aware of policy and procedures owned and changed by ABM and Heathrow Airport Limited.
Positively participate in the Staff Welfare & Development Programme.
Carry out any other reasonable request as required by HAL or ABM.

Requirements

Obtaining an airside pass is an essential requirement.
Successful candidate will be required to complete a full five-year background check, including a criminal record check.
Self-motivated, team leader with proven leadership skills.
Focused on achieving results in proving a quality service.
Flexible approach to work and able to work efficiently.
Able to excel within a pressured environment ensuring standards are adhered to.
Excellent communication skills at all levels.
Proactive and excellent problem-solving ability.
Dealing with change in a pro-active manner.
Excellent management skills.
Think safety first management approach with strong motivational and team building skills.
A resilient and robust approach with confidence to take ownership for a diverse team.
Proven history in PRS operations, leading a successful team and achieving contract goals.
Full Driving license.
Experience of managing change and directing teams of people to perform against specific targets.
Strong people management and communication skills.
Proficient in MS Word/Excel/PowerPoint.
Ability to confidently navigate operational systems, as required.

Skills

Leadership
Change Management
Passenger Care
Collaboration
Continuous Improvement
Problem-Solving
Communication
Stakeholder Management
Budget Management
Employee Relations
Health & Safety Management
MS Office Suite
Operational Systems Navigation

Location

Heathrow Airport

Work Type

Permanent
Full-time

Experience Level

Senior Leadership

Education Level

Degree level

Salary/Compensations

Competitive

Benefits

24/7 GP for employee and immediate family
Mental Health support and Life Event Counseling
Get Fit Programme
Financial and legal support
Cycle to work scheme
Perks at Work employee app (discounts, gift cards, cashback, exclusive offers)
Life resources and tools (family, health, money, work)
Support services (online chat or telephone for crisis support)

About the Company

ABM (NYSE: ABM) is one of the world's largest providers of integrated facility, engineering, and infrastructure solutions.
Over 100,000 team members deliver essential services daily to make spaces cleaner, safer, and efficient.
Serves market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution.
Annual revenue exceeds $8 billion with a blue-chip client base.
Delivers innovative technologies and sustainable solutions.
Committed to creating smarter, more connected spaces and investing in the future.
Company motto: Driving possibility, together.

Equal Opportunity

ABM is 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.
Proud members of the Armed Forces Covenant Employer Recognition Scheme.