APOC Manager

LOCATION: Heathrow Airport

SHIFT PATTERN: 4 on 4 off

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process please dont hesitate to contact our Recruitment Department Were here to help!

Role Purpose

The APOC(Airport Operation ControlCentre)Manageris accountable for the day-to-day operational oversight and strategic decision-making relating to PRSperformance across Heathrow Airport. Acting as Bronze Command the role ensures delivery against ECAC regulations Service Level Agreements (SLAs) and key operational performance targets while minimising disruption to passengers and airline partners.

This role plays a critical part within the Airport Operations Control Centre (APOC) providing leadership performance governance stakeholder coordination and real-time operational response across all terminals.

Key Accountabilities

• Real-time decision-making to minimise performance impact to PRM passengers and airline operations

• Proactive identification of risks constraints and early indicators of operational deviation

• Oversight of operational coverage and resource allocation across all terminals

• Acting as Bronze Command during incidents and operational disruptions

• Guide and coach the operational teamduring operational occurrences.

• Role model and ambassador for the organisation living the companys core values of Honesty RespectIntegrity Collaboration Innovation Excellence and Trust

Key Responsibilities

Operational Performance & Control

• Drive consistency quality and continuous improvement acrossthe PRM service throughout theterminals

• Proactively compile analyse and report performance data throughout the operational day

• Ensureaccurateandtimelyreporting of PRSoperational status to stakeholders

• Raise P Status in response to operational risk or disruption and liaise with Heathrow Airport Limited (HAL)

Leadership & Coordination

• Chair and lead daily operational meetings

• Work closely with Heads of Terminals Terminal Operations Managers HACManagersAllocations and APOC stakeholders

• Provide escalation support where terminal HAC or allocation coverage gaps exist

• Act as escalation point for APOC desk queries including:

• Incidents involving PRMs or staff

• Medical emergencies

• Security breaches

• Immigration or security congestion (including PRM lanes)

Resource & Workforce Management

• Monitor daily staffing levels across all terminals

• Make real-time redeployment decisions to address operational pressures

• Ensureappropriate resourceplanning for thefollowing 72 hours alignedto PRM forecasts

• Oversee operational coverage during periods of absence holiday or sickness

• Manage andallocateovertime equitably prioritising individual terminal operational needs

Incident & Reporting Management

• Complete detailed reports for all incidents and accidents

• Share reports with HAL and internal stakeholders asrequired

• Lead root cause analysis in collaboration with operational managers and clients

• CompilePower BI reports for stakeholders.

Stakeholder & Client Engagement

• Maintain strong proactive working relationships with internal and external stakeholders

• Always represent the operation professionally

Health & Safety Responsibilities

The post holder will:

• Comply fully withABMHealth & Safety policies procedures and protocols

• Ensure all accidents and incidents are reported correctly

• Escalate safety concerns appropriately

• Lead by example inmaintaininga strong safety culture

Required Skills & Experience

Essential

• Excellent communication influencing and stakeholder management skills

• Strong analytical capability with the ability to makedata-led justifiable decisions

• Proven ability to makedifficult decisionsunder pressure

• Strong people leadership and conflict resolution skills (verbal and written)

• Proficient in Microsoft Word Excel and PowerPoint

• Confident in navigating operational and performance management systems

• Calm and professional under pressure

• Ability to produce clear concise verbal and written reports

• Strong attendance punctuality and reliability

• Ability to work collaboratively as part of a wider team

• Understanding of equality diversity and inclusion principles

• High standard of personal presentation

• Commitment to the values andobjectivesofABMand its clients

• Understanding of Disability and Accessibility legislation (desirable)

Personal Characteristics

• Calm and resilient in high-pressure operational environments

• Safety-first mindset

• Motivational collaborative and team-focused leadership style

Were 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 Perks at Work 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

For more information about ABMs benefits visit our

About ABM:

ABM (NYSE: ABM) is one of the worlds largest providers of integrated facility engineering and infrastructure solutions. Every day over 100000 team members deliver essential services that make spaces cleaner safer and efficient enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate aviation mission critical and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter more connected spaces ABM is investing in the future to meet evolving challenges and build a healthier thriving world. ABM: Driving possibility together.

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.

Required Experience:

Manager