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. KEY RESPONSIBILITIES Operational Leadership, Planning & Allocation 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 Financial Management 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 HR, Vetting & Industrial Relations 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 Training & Development 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 Safety, Compliance & Auditing 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 Continuous Improvement (CI) & Innovation 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 Administration & Reporting 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 as requested by senior management About You REQUIRED SKILLS AND EXPERIENCE Proven senior management experience within PRS, aviation, or a regulated service environment Strong leadership capability with experience managing large, multi-skilled workforces Sound commercial acumen with P&L responsibility Strong planning, organisational and decision-making skills Excellent communication and stakeholder management skills Competent IT skills including Microsoft Excel, Word and PowerPoint Previous experience of primarily working in a similar role is desirable A minimum of 2 years of General Manager experience with Aviation Or 5 years’ General Manager experience in Transport & Logistics Must have the right to work in the UK Must pass a DBS check Must be able to provide 5 years of reference information Must hold a full UK driving license QUALIFICATIONS NEBOSH / IOSH qualification (or equivalent) Demonstrable experience in Health & Safety management and auditing Experience of HR management and industrial relations Aviation sector experience desirable About The Company ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk. 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. 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