Duty Manager - London Heathrow

Reporting into the Operations Manager, you will be accountable for managing the Heathrow maintenance operations to deliver outstanding levels of service, whilst maintaining the highest quality and safety standards. Empowered to make decisions, you will pro-actively drive productivity and efficient use of flexible and adaptable resources to deliver a safe, punctual and cost-efficient operation ensuring TCR contractual, commercial and financial obligations are achieved. The safety and wellbeing of all colleagues is of paramount importance.

Main Duties and Responsibilities

• Ensure all vehicles are maintained and serviced in accordance with pre planned schedules.

• Build and maintain effective and meaningful relationships with all TCR, BA & 3rd party stakeholders.

• Be accountable for safety, punctuality, cost, commercial, people across both Airside and Landside

• Use data and trend analysis and structured problem-solving techniques to drive Continuous Improvement.

• Ensure equipment is maintained, tested and calibrated in line with the Customers Maintenance Policy.

• Prioritise work in line with SLA contractual agreements and on the day operational needs.

• Take ownership of the workshop loading plan.

• Continually be prepared for Operational Readiness and peak days.

• Ensure work orders are completed accurately in SAP.

• Build close working relationships with the Lead Fleet Co-Ordinator’s.

• Build and maintain effective relationships with key suppliers and internal and external stakeholders.

• Pro-actively investigate all safety incidents and implement mitigating actions to prevent re-occurrence.

• Make sure work completed at TCR company locations by Employees, Suppliers or Contractors is carried out in accordance with the Company’s Health & Safety Policy.

• Conduct regular Workshop, Ramp, PPE audits and quality assurance checks to ensure excellent safety standards are maintained at all times.

• Manage the regulatory and mandatory training to ensure compliance (Target 100%).

• Attend Monthly Safety Governance Group Meeting – progress agreed safety actions to closure.

• Deliver ‘fit for purpose’ communications (verbal or written) to ensure colleagues are informed, engaged, consulted and valued.

• Drive productivity and efficiencies using current systems.

• Proactively seek advice, guidance or technical expertise to identify efficiencies and revenue generation opportunities.

• Build effective relationships with HR, Commercial, Finance, Procurement, Fleet Support, TCR and any other key internal stakeholders.

• Effective management of the team through application of people related policies such as performance management, absence management, disciplinary and grievance procedures.

• Develop Personal Development Reviews (PDR) with the team and identify any training, development or knowledge gaps.

• Attend and participate in Duty Manager daily operational conference calls.

• Manage vehicle delivery and collection ensuring planned % v actual % is recorded and agreed with British Airways.

• Manage and prioritise resources to ensure the right technical expertise is available to meet demand.

• Manage Pro-time ensuring on-time clockings and breaks are managed accordingly.

• Reduce Third Party dependency and apply correct authority process.

• Ensure Workorders are quality checked & completed to the required standard and in a timely manner.

• Ensure the workshop is kept clean and tidy at all times and within company Health & Safety guidelines.

• Ensure workshop tooling and equipment is managed and is safety compliant.

• Deputise for the Operations Manager as and when necessary.

• Pro-actively undertake any other reasonable duties where required.

Outcome, Results and Key Performance Indicators

• Zero safety incidents and accidents at work and all safety Investigations progressed to closed.

• Nil significant safety incidents categorized as mechanical failure.

• Nil formal Health & Safety Executive investigations.

• Customer Satisfaction Score - Met/Exceeded.

• Nil financial and / or contractual penalties applied.

• Productivity levels are at least 85%.

• Customer complaints are speedily resolved – (On the day / Max 24hrs).

• Profit & Loss performance targets achieved.

• Contractual SLAs and Vehicle Off Road targets are met as a minimum.

• Service backlog not to exceed 5% (All BA fleets combined).

• Priority 1 & Priority 2 are responded to within time (target 100%).

• All WIP and Administration compliance targets are delivered.

• ISO compliance on all processes and standards (safety, quality and environmental).

Health and Safety Requirements

• To act responsibly and to do everything they can to prevent injury to themselves and other persons.

• Observe all rules, operating procedures and instructions regarding safety at all times.

• Correctly use safety equipment, protective devices and PPE where applicable.

• Escalate to Senior Manager all incidents, unsafe acts and near miss events whether persons are injured or not.

• Undertake and complete quality investigations into unsafe acts, near misses and incidents to the required standard. Establish root cause and implement remedial/mitigating actions.

• Report any unsafe or defective plant, tools, equipment, PPE, practices, methods or other hazards.

• Promote Health and Safety in the workplace through continuous improvement and initiative.

ISO Requirements

• Adhere to the Company Quality, Health and Safety and Environmental Policies.

• Follow Safe Systems of Work Procedures in line with the ISO9001, ISO14001 and OHSAS18001

  management system framework.

• Adhere to compliance obligations, needs and requirements.

• Adhere to the Company Quality, Health and Safety and Environmental Policies.

• Follow Safe Systems of Work Procedures in line with the ISO9001, ISO14001 and OHSAS18001

  management system framework.

• Adhere to compliance obligations, needs and requirements.

• Ensure all elements of work/documentation/service are completed to adhere to ISO9001 requirements.

• Ensure suitable identification and segregation of waste for compliance with ISO14001 obligations.

• Ensure that all activities are performed in a safe manner, both for yourself and others, and ensure that the procedure for reporting incidents, near misses, etc. are followed (IMS)Ensure all elements of work/documentation/service are completed to adhere to ISO9001 requirements.

• Ensure suitable identification and segregation of waste for compliance with ISO14001 obligations.

• Ensure that all activities are performed in a safe manner, both for yourself and others, and ensure that the procedure for reporting incidents, near misses, etc. are followed (IMS)To act responsibly and to do everything they can to prevent injury to themselves and other persons.

Key Relationships

• Customers - BA Heathrow Operations, BA Engineering & IAG World Cargo

• All colleagues – Airside, Landside, Fleet Support, Back Office Support, Leadership Team

• TCR UK and International

• H&S Team and Employee Representatives

• Heathrow Airport Limited

Knowledge, Skills & Experience

• Customer oriented and service delivery focused

• Good knowledge of health and safety regulations (IOSH/NEBOSH desirable)

• Operational expertise desirable

• Proven experience in a Management or Supervisory capacity and can demonstrate strong people management skills and the ability to lead a team

• Literate, analytical, numerate

• Good financial understanding and negotiation skills

• Strong communication and presentation skills

• Understanding of workshop procedures and systems

• Good knowledge of SAP & Power BI

• Experience of working in a customer focused pressurised environment

Qualifications

• Motor mechanics – PLG (desirable)

• Motor mechanics – LGV & heavy vehicles (desirable)

• IOSH/NEBOSH desirable

• CPC (desirable)

• PSV license (desirable)

• Airside Pass will be required

Behavioural Capabilities

• Professional role model and Leader

• Team Player; understands the importance of ‘One Team’ and willingly provides support where required

• Leads by example and is an ambassador for TCR

• Treats everybody with dignity and respect

• Recognises good performance and behaviours and addresses areas of improvement

  appropriately

• Is positive, proactive, approachable, visible, confidential, reliable and trustworthy

• Is able to build strong relationships and deal effectively with people at different levels, both within

  the company and with external customers and clients

• Demonstrates reliable judgement and common sense

• Is able to work under pressure, especially with tight deadlines to deliver required results

• Has a ‘can do’ attitude and gets the job done

• Is self-motivated

• Is able to quickly assess and resolve problems with a flexible and adaptable manner

What We Offer

• 6% employer pension contribution

• 3x salary Life Assurance

• Private Medical Coverage

• Employee Assistance Programme (EAP)

Working Hours / Shift Pattern

• 4 on 4 off

• Standard hours: 06:00 – 18:00

Our Company

At TCR Group, we are committed to revolutionizing the aviation industry by providing integrated solutions for Ground Support Equipment (GSE). Our services include GSE rental, leasing, and maintenance.

With headquarters near Brussels and a team of 1800+ employees, we operate globally across over 200 airports in America, Europe, Asia Pacific, and the Middle East. Our dedication to excellence makes us a trusted partner for customers worldwide.

TCR International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.