About The Role
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
1. 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
2. Ensure effective short-, medium- and long-term planning and allocation of resources aligned to demand, productivity and budget
3. Act as the senior operational point of contact with the client, maintaining professional and effective day-to-day relationships
4. Maintain site logbooks and ensure all operational documentation is accurate, current and audit-ready
5. Manage third-party resources operating on behalf of the business
Financial Management
6. P&L accountability for the front-line staff and shared service costs associated with the contract
7. Deliver budgetary targets, financial forecasts and margin improvement plans
8. Monitor expenditure and income against plan, ensuring effective cost control
9. Ensure accurate submission of wage sheets and that staff are paid correctly and on time
10. Ensure completed works are invoiced promptly and accurately
11. Support tender preparation and commercial submissions as required
HR, Vetting & Industrial Relations
12. Overall responsibility for HR management, ensuring compliance with company policy and employment legislation
13. Oversee recruitment, selection, onboarding and security vetting, ensuring all regulatory and right-to-work requirements are completed prior to deployment
14. Ensure employment records are accurate, current and compliant
15. Lead performance management, appraisals and succession planning
16. Ensure disciplinary and grievance procedures are applied consistently and fairly
17. Lead industrial relations activity, including engagement with Trade Unions and pay negotiations where applicable
Training & Development
18. Ensure all staff receive appropriate induction, recurrent and role-specific training
19. Ensure staff are competent and trained in the duties for which they are employed
20. Maintain training records and compliance matrices to audit standard
21. Support the development of future leaders through coaching and structured development plans
Safety, Compliance & Auditing
22. Overall accountability for Health & Safety team, ensuring compliance with statutory, contractual and airport-specific requirements
23. Ensure Health & Safety procedures are embedded and practised by all employees
24. Lead incident investigations, root cause analysis and corrective actions
25. Conduct and oversee monthly safety, quality and compliance audits
26. Ensure all non-conformances are addressed promptly and effectively
27. Implement and maintain Quality Management Systems and continuous compliance monitoring
Continuous Improvement (CI) & Innovation
28. Drive a culture of continuous improvement and innovation across the operation
29. Identify and implement improvements in service delivery, productivity, safety, quality and customer experience
30. Use performance data, audits and customer feedback to inform and develop specific improvement plans
31. Promote innovative working practices and efficiency improvements
Administration & Reporting
32. Produce monthly operational, financial, safety and performance reports
33. Attend internal and client meetings as required
34. Respond to customer queries professionally, both verbally and in writing
35. Undertake investigations as requested by senior management
About You
REQUIRED SKILLS AND EXPERIENCE
36. Proven senior management experience within PRS, aviation, or a regulated service environment
37. Strong leadership capability with experience managing large, multi-skilled workforces
38. Sound commercial acumen with P&L responsibility
39. Strong planning, organisational and decision-making skills
40. Excellent communication and stakeholder management skills
41. Competent IT skills including Microsoft Excel, Word and PowerPoint
42. Previous experience of primarily working in a similar role is desirable
43. A minimum of 2 years of General Manager experience with Aviation
44. Or 5 years’ General Manager experience in Transport & Logistics
45. Must have the right to work in the UK
46. Must pass a DBS check
47. Must be able to provide 5 years of reference information
48. Must hold a full UK driving license
QUALIFICATIONS
49. NEBOSH / IOSH qualification (or equivalent)
50. Demonstrable experience in Health & Safety management and auditing
51. Experience of HR management and industrial relations
52. Aviation sector experience desirable