Contract Manager

Conteúdo do emprego

JOB TITLE: Contract Manager, Cabin Cleaning / IFS

LOCATION:Manchester Airport

REPORTING TO: General Manager

As a strategic leader for operations, this role will be leading the services for Cabin Cleaning and In-Flight Supplies, on behalf of the airlines, airport clients, the Airport, and other stakeholders, such as the CAA/TSA, in line with defined strategic business objectives and plans. You will be the Appointed Person responsible for maintaining standards in our IFS site in accordance with the ABM Security Programme.

You will ensure all ABM employees and third party entities comply with the relevant laws, regulatory requirements, policies and procedures and periodically revising the Security Programme considering any changes and updating the leadership team of any such changes.

You will ensure an effective and profitable operation of the Cleaning and IFS operation at Manchester Airport, including the provision of a professional and high quality level of service, in order to meet and exceed the specified requirements set out in the Contract/Service Level Agreement, as agreed with our clients.

You will work closely with the General Manager Manchester, Customer Service Director - North, Head of IDC and the contract clients Operational Leadership Teams ensuring consistently high levels of performance that meet SLA’s, and exceed customer and contractual obligations and business objectives.

MAIN DUTIES AND RESPONSIBILITIES:

Operational:

• Required to be available to support and provide advice and guidance to the team in dealing with any issues that arise within the airport 24/7, 365 days of the year, an on-call response capability (threat assessment/security incident management).
• Responsibility for ensuring that there is adequate strength and depth in the organisation to adequately manage and provide excellent service at all times.
• To ensure the development and maintenance of effective shift-working patterns and arrangements to optimise the use of the staffing resources available and secure the necessary staffing to meet ongoing working requirements.
• To take responsibility for the regular reporting to our client and internally on a daily, weekly, monthly, and quarterly basis of KPI’s and SLA’s and current critical factors. To have a full understanding of the content and significance of these reports and to be able to sell the performance of ABM AVI in the respect of these and justify viably any diversion from the normal expectation. To think innovatively regarding reports and new derivations of these in order to sell the business performance.
• To ensure full compliance with laid down ABM AVI Policies and Procedures in such areas as human resources, training, financial reporting, etc.
• Regularly monitoring and improving the service levels in the light of passenger, customer and thirdparty comments, responding effectively and promptly to any complaints.
• Promote a culture of exemplary customer service where our customers are placed at the forefront of our activities.
• To monitor audit programmes and ensure development of mitigation strategies throughout all operations.
• To set a positive and highly professional example to the whole client team by appropriate actions and a demonstrable high level of commitment.
• Carry out any reasonable task requested.

Financial:

• To manage the business and operations of the contracts at Manchester Airport in order to deliver effective and efficient financial performance to meet or exceed agreed cost budgets and achieve agreed key performance indicators.

Management:

• Day to day management of the Cabin Cleaning Operations Team
• To manage and develop a motivated, committed, and compliant team at Manchester Airport to deliver an effective Cabin Cleaning and IFS operation to our clients, delivering provision of Legendary Service and support to our clients.
• To ensure that our team provide a high level of service in their dealings with the airline and the airport authorities.
• Conduct audits and inspections to identify areas for improvement. Support investigations and actions from regulators.
• Conducting regular 1-2-1’s and annual appraisals, setting targets and SMART objectives for direct reports.
• Ensuring all training requirements are met and are within acceptable time parameters.

Building & Maintaining Relationships:

• This is a supporting role with a prestige and operationally requires ownership of that relationship. The post holders’ relationship with our client and the CAA is key and they must develop, maintain and build on the current effective ongoing working relationship with all senior members of our client and ensure they are kept fully in touch with any relevant issues as they arise.
• To respond to requests for information from clients, law enforcement and regulators.
• To seek and pursue opportunities to develop new profitable business for ABM at Manchester Airport including close liaison with the Commercial Development Team. Seeking and developing opportunities for innovative and efficient ways of working and delivering best practice in the operation.
• To represent ABM AVI directly and through networking generally to all key stakeholders including passengers, Manchester service partners, regulators and trade unions, etc in order to present a favourable image and representation of the Company.

Health & Safety:

• To make inroads into being an employer of choice and service provider of exceptional standards with the level of Health & Safety Standards provided, measured, maintained, and enforced.
• To take ongoing steps to ensure the continued elevation of high levels of health and safety, quality and environmental standards and procedures at the Airport and report any deviation from these standards promptly to ABM senior management and members of the Manchester Team as appropriate.
• Always following Group and company policies and procedures.
• 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.

PERSON SPECIFICATION:

Essential

• You will have had relevant senior management experience within the Aviation Sector (preferably in Cabin Cleaning Operations) or in a related services sector and be able to show demonstrable success in delivering exemplary customer service.
• You will hold a recent Aviation Security Manager (AVSEC) qualification
• You will also be able to demonstrate 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.
• The ideal candidate will have excellent communication skills.
• All applicants must have the right to work in the UK with documentation to support this, and must undertake a CTC (Counter Terrorist Check) and CRC (Criminal Record Check) as well as providing us with a 5-year checkable referencing history.

Desirable

• Local knowledge of the Manchester Airport working environment would be an advantage.
• Experience within cabin cleaning operations.

Job Type: Full-time

Salary: £40,000.00-£45,000.00 per year