Head of Workforce Planning & Allocation

LOCATION: London Heathrow Airport

SHIFT PATTERN: Monday to Friday

SALARY: Competitive

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OVERVIEW OF JOB DESCRIPTION

To lead the operational workforce planning and allocation functions for the airport operation across all terminals. The Head of Allocation & Planning ensures the effective rostering and real-time allocation of team members to meet operational demand and deliver essential passenger assistance services. The post holder will oversee the allocation and planning teams, ensuring the right number of employees are in the right places at the right times. They will work closely with Heads of Terminals to drive operational efficiency and utilise data insights for the annual lifecycle and peak planning.

Operational Planning

Work alongside the Data Manager to provide data insights for the annual lifecycle of the airport operation.

• Ensure that analysis and reporting capabilities are developed to support peak planning and identify new process improvement opportunities.

• Interpret trends or patterns in data sets to proactively make changes to meet required targets and optimise performance.

• Conduct regular analysis on PowerBI to identify performance deviations and produce regular reporting as required.

• Work with the Account Director, Heads of Terminals and the General Manager, Shared Services to prioritise business and information needs.

Resource Planning & Payroll Oversight

• Lead the Planning Manager/Optimisation Manager and their reports (Planning Leads, Staff Support, Payroll Coordinators) to constantly monitor and propose effective shift patterns to match business requirements.

• Ensure all areas of the airport are adequately covered and that team member base locations are optimised.

• Oversee the management of overtime requirements, shift swaps, holidays and absences to ensure operational efficiency and coverage, and that payroll costs are within budget.

• Manage external agency relationships, ensuring costs are controlled and agency workers are used only when absolutely necessary.

• Ensure Payroll Coordinators effectively manage payroll exceptions, holiday approvals and the accuracy of hours on the system, including loading new starters onto the time and attendance system.

• Work with the General Manager Shared Services to ensure Team Members are attending annual refresher training as required in order to maintain compliance.

Operational Allocation

• Oversee the Allocation Manager and their team (Allocators, Call Centre Operatives) to ensure the efficient allocation of jobs to Customer Service Agents.

• Ensure the allocation team effectively assigns agents to pick up and drop off passengers requiring assistance in a timely manner.

• Monitor performance to ensure Service Level Agreements (SLAs) regarding passenger assistance are met and maintained.

People Management

• Directly manage the Allocation Management and Planning Manager

• Implement and monitor key performance indicators for direct reports.

• Manage the performance, absence and development of direct reports.

• Provide regular reporting to the Account Director as required and escalate any business critical

issues as appropriate.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our 

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit .

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.