General Manager of Passenger Assistance

About The Company

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

About The Role

Predominantly Monday to Friday 09:00-17:30 with flexibility needed according to business requirements.

This role will be subject to full vetting requirements in line with the CAA and Airport's ID centre.

Role Purpose

The General Manager - Assisted Travel is responsible for setting the strategic direction and future development of Assisted Travel services. The role ensures services are compliant with CAA standards, financially sustainable, and continuously improving to meet future passenger demand.

Key Responsibilities

• Lead the overall Assisted Travel strategy and future service model
• Ensure full CAA and regulatory compliance
• Oversee Assisted Travel performance against SLAs and service standards
• Develop long term workforce and planning strategies
• Drive operational and financial efficiency
• Lead innovation and improvement initiatives
• Manage senior stakeholder relationships (airport, airlines, regulators)
• Own Assisted Travel governance, risk, and assurance processes
• Champion passenger dignity, safety, and inclusion

Financial & Commercial

• Accountable for Assisted Travel budgets and cost control
• Balance service quality with productivity and efficiency
• Support business planning and future investment cases

People Leadership

• Build a strong, capable leadership team
• Support training, engagement, and retention
• Promote a positive safety and compliance culture

Skills & Experience

• Senior leadership experience in aviation, transport, or regulated services
• Good understanding of Assisted Travel or accessibility services
• Experience working with regulators and complex stakeholders
• Proven strategic and improvement leadership
• Strong communication and decision making skills

Success Measures

• Consistent CAA compliance
• Strong Assisted Travel performance and passenger satisfaction
• Stable workforce and effective planning
• Delivery of future improvement and innovation
• Introduce and embed the new Assisted Travel On Time Performance (OTP) measure to support ECAC guidance and airport punctuality objectives
• Use OTP insight to drive efficiency through innovation, including digital task management, demand forecasting, and smarter workforce deployment

On Time Performance (OTP) and Innovation Focus

The role is accountable for implementing and governing the Assisted Travel OTP measure in line with ECAC principles. This includes using performance data to improve punctuality, reduce handover delays, and deliver efficiencies through innovation without compromising passenger dignity, safety, or regulatory compliance.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.