PRM Operations Manager (Passengers with reduced mobility)

Job Overview

The PRM Operations Manager will be responsible for leading all PRM activities (including ramp operations) at BHX.

Fully understand the requirements of the PRM service and respond to BAL directly for any ad hoc requests.

Ensure sufficient staffing levels and standards are maintained at all times.

The Operations Manager will lead the Customer Service Managers and support teams ensuring the highest levels of performance are achieved.

Set objectives and manage the team as appropriate.

Drive provision of governance information on a monthly basis to demonstrate team's

performance and build action plans to respond to performance issues.

Responsible for operational stakeholder relationships.

Responsible for management of local budget and will hold team accountable for

over expenditure.

Will support the General Manager and Security Operations Manager as required and deputise as appropriate to the GM.

Ensure the PRM department has sufficient management and supervision across the operation operating over a 24hr period, 7 days per week.

Ensure the environment is safe and secure for colleagues and customers, audit processes regularly and ensuring the operation is ‘fit for purpose'.

Ensuring compliance with corporate timescales on all investigations.

Submit reports and feedback into the Birmingham operation management team as per client request to ensure contractual and performance KPI objectives are met.

Responsible for monitoring the contract's financial performance.

Main Duties

Produce all paperwork, record, implement, communicate and review a safe

system of work to all Personnel prior to the commencement of work activity and

is continuously monitored.

Ensure that the BAL and MITIE safety image is reflected positively through own

actions and those of the team and agency workers

Undertake monthly site and service inspections and identify areas of noncompliance

to Health & Safety and Quality Standards and take actions where required on all PRM services

Manage the safety & security performance of all Personnel and sub contractors

and take appropriate action for any breaches.

You will be required to work closely with the BAL and MITIE Health and Safety

teams who are available to provide safety advice and support.

Furthermore you

will be required to ensure that safety initiatives are implemented within your

areas of control.

1.5 Details of the Role

Company Values

Embrace the MITIE/BAL values in all aspects of your

work:

Company Systems &

Procedures

Quality System, Health & Safety, Human

Resources, admin.

Staff and Personal

Development

Provide on-going coaching to subordinates to

offer the skills and knowledge for them to reach

their optimum potential, Providing on-going

support to work colleagues

Customer Focus Identify customers and develop the appropriate

relationship to encourage customer loyalty and

company benefits. Plus introduce innovations.

Growth & Specialist Services Identify and develop existing services

Contract Specific KPI's

Ensure that performance targets are met for the

following contract

What we are looking for

An experienced operations manager/Head of department

Highly flexible with strong customer service skills

Attention to detail with analytical and strategic mind set

Financial acumen

Proficient in the use of MS office, Word, Excel, Reporting etc

Excellent communication and negotiation skills

Efficient planning and strategic thinker