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Operations Duty Manager - TW6 3XA



Job Type



Leisure & Tourism




LOCATION              -    Heathrow Airport                      

POSITION                 -    Operations Duty Manager

REPORTING TO       -    Contract Manager 

HOURS OF WORK   -      Hours to suit the needs of the business

RATE OF PAY          -    TBC

CLOSING DATE       -    5 th August 2022

Purpose of the role

To manage the security operation, both Landside and Airside, by leading the Security team to deliver a safe and efficient operation that meets all required service standards and operates in line with regulations and standard operating procedures. The post holder will have overall responsibility for the on-day performance, ensuring company ethos & standards, airport brand and department policies, are maintained. You will ensure regular updates are received regarding performance from our Security Team.

The Security Duty Manager’s will lead the daily operational performance of security motivating and leading a team of Security Supervisors to deliver through the main KPI’s of Safety, Protection, Service and Efficiency.As the level 3 manager on shift, you will attend escalated incidents and liaise to the Airport Operations Manager team and appropriate authorities when required.

Principal responsibilities

1 – Performance

Managing the Security team performance in line with the business strategy, continuously aiming to raise team productivity and deliver improvement by:

  • Driving individual and team development through performance management in line with policies and procedures.
  • Highlighting and mitigating barriers to performance.
  • Preparing and conducting Appraisals and setting Key Performance Indicators in line with the company policy.
  • Following the company Quality Assurance manual to ensure the process of ‘plan, do, check, act’ is followed.
  • Lead employee engagement within the security teams.  Being visible and accessible to the teams to ensure great communication with all team members.
  • Responsible for overseeing monthly rostering plans matching them with pre-set budgets. Ensure relevant recording and reporting systems are up to date and ‘live’ enabling effective reporting

2 – Customer Service

Proactively deliver a consistent and high standard of customer service, identifying opportunities to improve working practises, by;

  • Managing and progressing customer complaints, identifying service recovery procedures.
  • Ensuring all customer communications are consistent with Company policy, and responses are delivered within set timeframes.
  • Providing day-to-day operational support and additional management support during peaks.
  • Attend customer meetings when required and provide feedback to line management.

3 - Management of Exceptional Events

  • Contribute to planning for Business recovery (referring to business continuity plans).
  • Implement the ICTS Business Continuity Plan when needed.
  • Conducting investigations in a timely manner and preparing reports for all exceptional incidents relating to the BU.
  • Ensuring all Supervisors are trained and confident in dealing with exceptional incidents.

4 - Any other duties

  • Participating in projects and working groups and carrying out any other duties that may be outside the standard remit for the purpose of personal development, or as may be reasonably required by the company.
  • Complying with all legal and statutory obligations applicable to this role, and ensuring that all activities required by the safety, security, environmental and sustainable development management systems are delivered throughout the areas of responsibility of this role. Lead a safety-first culture and approach with the team. H&S Incident investigation (Accidents & Close Calls)
  • As well as cooperating with the Head of Safety and Compliance to ensure all Health and Safety requirements are monitored, audited and recorded and records are kept on relevant databases.

This list is not exhaustive and the business demands may require other additional duties which will be requested through your line manager.

Required Competencies

  • Leadership –whilst managing day to day operations, leads by example, motivates others, makes decisions, initiates action, takes responsibility.
  • Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others
  • People Management – fosters team/individual performance, achieves results, sets targets and reviews against them, leads, motivates and empowers others, deals with issues, coaches and encourages others
  • Task focussed as well as people centred
  • Ability to work openly and collaboratively at all levels with multiple stakeholders
  • Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, reviews budgets and encourages improvements,
  • Results orientation – satisfies internal/external customers, effective performance management, addresses cross functional issues and technical issues, knowledge of systems and processes
  • Interpersonal skills – builds positive relationships, demonstrates emotionally stability, confident in own ability, approachable to all staff, shows respect and tolerance
  • Values – lives and endorses the company values and those of our client
  • Working according to budgets and manpower requirements supplying daily weekly and monthly reports to line management.

Person Specification:


  • Previous management experience at a senior level with proven track record of delivery.
  • Experience of managing multiple tasks within a pressured environment.
  • Enthusiastic and committed approach with a track record of building strong, trusted base relationships with colleagues and stakeholders at all levels
  • Sound judgement and decision-making skills, with a ‘hands on’, problem solving approach, able to remain calm under pressure and take control of incidents.
  • Excellent IT skills with a working knowledge of the range of MS Office packages.
  • Understanding of budgets and manpower distribution according to set requirements.
  • Worked in a Airport security function previously
  • Been in UK for 5 years or more and/or has work permit
  • Flexibility to cover 24hrs Operations


  • Experience of working within a security environment
  • Experience of managing Control Room functions.
  • Full clean driving licence.
  • ASM ( Airport Security Manager) certification.

This position may be subject to Client/Board approval. Interested parties should send a copy of their CV and cover letter.  ICTS IS AN EQUAL OPPORTUNITIES EMPLOYER

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