General Manager

Description

The General Manager will lead the PRS service at Heathrow Airport, ensuring compliance, profitability, and high‑quality delivery in line with the contract and SLA.

The role incorporates full accountability for planning, staffing, HR, training, continuous improvement, safety, auditing, and financial performance, while supporting business growth.

• Lead PRS shared services, ensuring staffing meets demand, service levels, KPIs, and contractual requirements.
• Plan and allocate resources short, medium, and long term aligned to demand, productivity, and budget.
• Act as senior operational client contact, maintaining professional day‑to‑day relationships.
• Maintain accurate, audit‑ready site logbooks and operational documentation.
• Manage third‑party resources operating on behalf of the business.
• Hold P&L accountability for front‑line staff and shared service costs.
• Deliver budget targets, financial forecasts, and margin improvement plans.
• Monitor expenditure and income, enforcing cost control.
• Ensure accurate wage sheet submission and timely staff payment.
• Invoice completed works promptly and accurately.
• Support tender preparation and commercial submissions.
• Manage HR compliance with policy and employment legislation.
• Oversee recruitment, onboarding, and security vetting to meet regulatory requirements.
• Maintain accurate, current employment records.
• Lead performance management, appraisals, and succession planning.
• Apply disciplinary and grievance procedures fairly.
• Lead industrial relations, engage trade unions, and negotiate pay where applicable.
• Ensure staff receive induction, recurrent, and role‑specific training.
• Verify staff competency for their duties.
• Maintain training records and compliance matrices.
• Coach and develop future leaders with structured plans.
• Oversee Health & Safety team compliance with statutory, contractual, and airport requirements.
• Embed Health & Safety procedures across the workforce.
• Lead incident investigations, root‑cause analysis, and corrective actions.
• Conduct monthly safety, quality, and compliance audits.
• Address non‑conformances promptly.
• Implement and maintain Quality Management Systems and continuous compliance monitoring.
• Identify and implement improvements in service delivery, productivity, safety, quality, and customer experience.
• Use performance data, audits, and feedback to develop improvement plans.
• Promote innovative work practices and efficiency gains.
• Produce monthly operational, financial, safety, and performance reports.
• Attend internal and client meetings as required.
• Conduct investigations as requested by senior management.

Requirements

• Respond to customer queries professionally in verbal and written form.
• Proven senior management experience in PRS, aviation, or regulated services.
• Strong leadership of large, multi‑skilled workforces.
• Sound commercial acumen with P&L responsibility.
• Excellent planning, organisational, and decision‑making abilities.
• Strong communication and stakeholder management skills.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Minimum 2 years General Manager experience in aviation or 5 years in transport & logistics.
• Right to work in the UK, pass DBS check, provide 5 years of references, be over 18, and hold a full UK driving licence.
• NEBOSH or IOSH (or equivalent) qualification.
• Demonstrated experience in Health & Safety management and auditing.
• Experience in HR management and industrial relations.
• Aviation sector experience desirable.

Benefits

The position offers a competitive salary, a 40‑hour week, and a comprehensive benefits package.

• 24/7 GP access for employee and immediate family.
• Mental health support and life‑event counseling.
• Get Fit programme.
• Financial and legal support.
• Cycle‑to‑work scheme.
• Access to Perks at Work app with discounts, gift cards, cashback, and resources on health, money, and work.

Training + Development

Interview process

Visa Sponsorship

Security clearance