Transport and logistics
Aviation operations manager - Passenger Operations Manager
Managing the environment, facilities and services at airports, military bases, heliports and other airfields - including the safe arrival, turnaround and departure of aircraft.
Summary
An aviation operations manager has accountability for compliance, safety and security within their area, must effectively plan and manage the use of resources and ensure compliance with processes and procedures. They may manage an aviation operation in a variety of contexts, such as a commercial airport, military base / aerodrome, heliport or other airfield. Specialist roles, all focussed around the management of aircraft arrival, turnaround and departure, as well as the environment and facilities, require knowledge, skills and behaviours to complete complex aviation tasks and management of others to enable compliance with regulations through a safe, secure and effective aviation operation. Effective communication and decision making across all levels of the organisation and with stakeholders across the aviation operation are essential. Aviation operations management comprises six distinct managerial areas within an aviation environment. The aviation operations manager will complete ALL core knowledge, skills and behaviours, along with ONE of the six specialist functions, all of which interlink to form the overall operation.
Typical job titles include
- Air Traffic Control (ATC) manager | Aircraft handling manager | Aircraft movement manager | Fire service watch manager | Flight operations manager | Passenger operations manager
Knowledge, skills and behaviours (KSBs)
K1:
Health and safety legislation in aviation relevant to the organisation and own role
K2:
How to manage aviation security and what action to take in the event of a breach of security
K3:
How to manage and comply with aviation procedures and regulations to meet legislative and organisational requirements within own area of responsibility
K4:
How to manage communications with users, staff and external agencies, selecting appropriate methods and language
K5:
How to identify and procure sufficient, suitable resources (e.g. finance, staff, equipment, supplies) within the organisation in line with budgetary and organisational requirements
K6:
Understand fully the importance of cohesive airside
K7:
operations and how each specialist function links with each other, as well as agencies, contractors and visitors to ensure compliance with procedures and adherence to requirements
K8:
The agreed levels of performance and standard operating procedures within own area of responsibility
K9:
How to manage staff and resources to ensure compliance with procedures to mitigate disruption, incidents and emergencies in area of responsibility
K10:
The rights and responsibilities of staff and the organisation’s systems and procedures for ensuring effective management of staff e.g. recruitment, performance reviews, learning and development, discipline, grievance, industrial relations
K37:
The requirements for travel documentation, implications and consequences of not controlling documentation. How to source up to date information on regulations and legislation. Information from external sources and how to communicate this to staff and passengers
K38:
How to manage check in to meet passenger, operator and local requirements, regulations and agreed levels of service including passenger compliance requirements for security and dangerous goods
K39:
How to manage passenger facilities to maintain customer experience.
K40:
Procedures for managing incidents both in the terminal and on an aircraft on the ground.
K41:
The potential implications for internal and external stakeholders of decisions that are made which affect the aviation operation
K42:
Know the performance service standards for the department and how these should be managed in own area of responsibility, organisation’s procedures and requirements for addressing media outlets, maintaining brand and operational standards and how local regulations, travel advisories and geopolitical climates may impact upon aviation operations
Technical Educational Products
- ST0039: Aviation operations manager - Passenger Operations Manager (Level 4) Approved for delivery
- Reference:
- OCC0039F
- Status:
Approved occupation
- Average (median) salary:
- £41,826 per year
- SOC 2020 code:
- 1241 Managers in transport and distribution
- SOC 2020 sub unit groups:
- 1241/01 Airport managers
S1:
Manage safety within area of responsibility, ensuring staff are compliant with safety requirements in aviation environments
S2:
Manage aviation security in own area of operations ensuring team members follow organisational procedures and ensure accurate reporting and recording of information
S3:
Manage compliance with legislation, aviation procedures and regulations within own area of responsibility
S4:
Manage communication with users, staff and external agencies, selecting appropriate methods and language in aviation operations
S5:
Manage resources effectively to ensure the efficient running of department in line with organisational procedures
S6:
Manage their own area of responsibility to meet the needs of the wider organisation, ensuring the needs of the site, customers, visitors and service users are met in adherence to business operational procedures and requirements
S7:
Manage team and facilities to deliver results according to agreed levels of performance whilst ensuring standard operating procedures are adhered to
S8:
Manage staff and resources to ensure compliance with procedures and actions to minimise the impact on aviation operations in the event of disruption, incidents or emergencies
S9:
Effectively manage all aspects of own staff’s performance e.g. recruitment, performance reviews, learning and development, discipline, grievance, industrial relations
S34:
Manage travel documentation to ensure compliance with organisational and legal regulations, investigate service failures and errors, recommending and taking appropriate action, liaising with stakeholders, including monitoring of systems and procedures, reports on failures and rejected travellers.
S35:
Work with check-in team, senior management and other stakeholders as required, making effective decisions to maintain operational standards and commercial performance, customer satisfaction and address check-in issues, e.g. late check-ins, overbooking, complaints, customer issues, excess baggage and special requests and requirements
S36:
Manage terminal facilities in line with organisational procedures, anticipating the impact of external influences on the aviation operation, to meet customer expectations within operational restrictions. Communicate with all relevant stakeholders when decisions which may affect the aviation operation need to be made, ensuring commercial output and minimising disruption. Manage major incidents and accidents both in the terminal and on an aircraft on the ground
S37:
Monitor performance against standards, investigating and addressing poor performance, anticipating future trends and adapting products and procedures to ensure consistent performance, maintain brand standards and anticipate and manage changes to aviation operations as a consequence of external factors and ensure effective communication with customers
Technical Educational Products
- ST0039: Aviation operations manager - Passenger Operations Manager (Level 4) Approved for delivery
- Reference:
- OCC0039F
- Status:
- Approved occupation
- Average (median) salary:
- £41,826 per year
- SOC 2020 code:
- 1241 Managers in transport and distribution
- SOC 2020 sub unit groups:
- 1241/01 Airport managers
B1:
Promote and instil the values of the organisation to all colleagues
B2:
Promote a respectful culture embracing diversity and inclusion
B3:
Encourage empowerment, ownership and responsibility within team
B4:
Encourage integrity and accountability within team, leading by example
B5:
Seek and provide feedback to manage continuous development of self, team and processes
B6:
Be technologically astute and keep abreast of industry developments and innovations
B7:
Be vigilant and proactive in embedding a safe, secure and compliant working culture
Technical Educational Products
- ST0039: Aviation operations manager - Passenger Operations Manager (Level 4) Approved for delivery
- Reference:
- OCC0039F
- Status:
- Approved occupation
- Average (median) salary:
- £41,826 per year
- SOC 2020 code:
- 1241 Managers in transport and distribution
- SOC 2020 sub unit groups:
- 1241/01 Airport managers
