General Manager

LOCATION:

Heathrow Airport

WORKING HOURS:

40 hours per week, Monday to Friday SALARY:
Competitive

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The General Manager is responsible for the effective, compliant and profitable operation of the PRS service at Heathrow Airport. The role ensures the delivery of a professional, high-quality service that meets and exceeds the requirements set out in the Contract / Service Level Agreement (SLA) agreed with the client.

The role holds full accountability for planning and allocation, HR and vetting, training and development, continuous improvement and innovation, safety, auditing, compliance and financial performance, while driving operational excellence and supporting business growth opportunities.

• Lead the delivery of PRS shared services function, ensuring sufficient staffing levels to meet demand, service levels, KPIs and contractual requirements are met or exceeded.
• Ensure effective short-, medium- and long-term planning and allocation of resources aligned to demand, productivity and budget.
• Act as the senior operational point of contact with the client, maintaining professional and effective day-to-day relationships.
• Maintain site logbooks and ensure all operational documentation is accurate, current and audit-ready.
• Manage third-party resources operating on behalf of the business.

• P&L accountability for the front-line staff and shared service costs associated with the contract.
• Deliver budgetary targets, financial forecasts and margin improvement plans.
• Monitor expenditure and income against plan, ensuring effective cost control.
• Ensure accurate submission of wage sheets and that staff are paid correctly and on time.
• Ensure completed works are invoiced promptly and accurately.
• Support tender preparation and commercial submissions as required.

• Overall responsibility for HR management, ensuring compliance with company policy and employment legislation.
• Oversee recruitment, selection, onboarding and security vetting, ensuring all regulatory and right-to-work requirements are completed prior to deployment.
• Ensure employment records are accurate, current and compliant.
• Lead performance management, appraisals and succession planning.
• Ensure disciplinary and grievance procedures are applied consistently and fairly.
• Lead industrial relations activity, including engagement with Trade Unions and pay negotiations where applicable.

• Ensure all staff receive appropriate induction, recurrent and role-specific training.
• Ensure staff are competent and trained in the duties for which they are employed.
• Maintain training records and compliance matrices to audit standard.
• Support the development of future leaders through coaching and structured development plans.

• Overall accountability for Health & Safety team, ensuring compliance with statutory, contractual and airport-specific requirements.
• Ensure Health & Safety procedures are embedded and practised by all employees.
• Lead incident investigations, root cause analysis and corrective actions.
• Conduct and oversee monthly safety, quality and compliance audits.
• Ensure all non-conformances are addressed promptly and effectively.
• Implement and maintain Quality Management Systems and continuous compliance monitoring.

• Drive a culture of continuous improvement and innovation across the operation.
• Identify and implement improvements in service delivery, productivity, safety, quality and customer experience.
• Use performance data, audits and customer feedback to inform and develop specific improvement plans.
• Promote innovative working practices and efficiency improvements.

• Produce monthly operational, financial, safety and performance reports.
• Attend internal and client meetings as required.
• Respond to customer queries professionally, both verbally and in writing.
• Undertake investigations…