Aviation Operations Manager - Level 4
Apprenticeship Standard

Aviation Operations Manager - Level 4 Apprenticeship Standard
Overview

Role
Aviation Operations Manager
Level
4
Overview of Role
Managing the environment, facilities and services at airports, military bases, heliports and other airfields - including the safe arrival, turnaround and departure of aircraft.
Reference
ST0039
Duration
18-24 Months
Suitable for Roles Within
Aircraft Handling, Aircraft Movement, Fire Fighter, Flight Operations, Passenger Services
Locations
Airports, military bases, heliports and other airfields
End Point Assessment
Pearson / Highfield
Start Date
Flexible around the needs of the business
Progression
Progression from this apprenticeship is expected to be into an aviation operations manager role with the option to progress to higher level management.

Aviation Operations Manager - Level 4 Apprenticeship Standard
Learning Goals

Apprentices will learn

  • Airport Operations - including meeting agreed service level agreements, managing standard operational procedures and meeting site, customer, service user and visitor needs
  • Aviation Security - including managing breaches and organisational procedures and recording and reporting information
  • Resource Management - including identifying and procuring equipment, staff and supplies and managing related finances and budgets
  • Contingency Management - including dealing with disruptions, incidents and emergencies to minimise operational impacts
  • Communications - including dealing effectively with customers, external agencies and staff by selecting the appropriate methods and language
  • Staff Performance - including managing discipline, grievance, industrial relations, performance, recruitment and training
  • Specialist Aircraft Handling, aircraft movement, flight operations - air traffic control (ATC), flight operations - operations, fire service watch or passenger operations management skills
  • Health and Safety requirements and legislation within an aviation environment - including managing individual and organisational compliance

Aviation Operations Manager - Level 4 Apprenticeship Standard
Content

Generic

All aviation Operations Managers must have all of the following core knowledge, skills and behaviours.

Safety Health and safety legislation in aviation relevant to the organisation and own role. Manage safety within area of responsibility, ensuring staff are compliant with safety requirements in aviation environments.
Security How to manage aviation security and what action to take in the event of a breach of security. Manage aviation security in own area of operations ensuring team members follow organisational procedures and ensure accurate reporting and recording of information.
Compliance and Legislation How to manage and comply with aviation procedures and regulations to meet legislative and organisational requirements within own area of responsibility. Manage compliance with legislation, aviation procedures and regulations within own area of responsibility.
Communication How to manage communications with users, staff and external agencies, selecting appropriate methods and language. Manage communication with users, staff and external agencies, selecting appropriate methods and language in aviation operations.
Resource Management How to identify and procure sufficient, suitable resources (e.g. finance, staff, equipment, supplies) within the organisation in line with budgetary and organisational requirements. Manage resources effectively to ensure the efficient running of department in line with organisational procedures.
Airport Operations Understand fully the importance of cohesive airside 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. Manage 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.
Service level agreements and standard operating procedures The agreed levels of performance and standard operational procedures within own area of responsibility. Monitor area of responsibility and take appropriate action to reduce the impact of emergencies, incidents or disruption.
Disruption, Incidents & Emergencies How to manage staff and resources to ensure compliance with procedures to mitigate disruption, incidents and emergencies in area of responsibility. Manage staff and resources to ensure compliance with procedures and actions to minimise impact on aviation operations in the event of disruption, incidents or emergencies.
Staff Performance 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. Effectively manage all aspects of own staff’s performance e.g. recruitment, performance reviews, learning and development, discipline, grievance, industrial relations.

Behaviours (Live it)

  • Promote and instil the values of the organisation to all colleagues
  • Promote a respectful culture embracing diversity and inclusion
  • Encourage empowerment, ownership and responsibility within team
  • Encourage integrity and accountability within team, leading by example
  • Seek and provide feedback to manage continuous development of self, team and processes
  • Be technologically astute and keep abreast of industry developments and innovations
  • Be vigilant and proactive in embedding a safe, secure and compliant working culture

Specialist: Aviation

Aviation Operations Managers must demonstrate ONE of the following specialist functions.

Specialist function 1: Aircraft Handling Manager

With an overview of the airport’s Ramp services, the aircraft handling manager is a key decision maker to ensure the smooth operation of the aviation environment on the ground. Responsibility and accountability for the operation, maintaining standards of performance and outputs to the highest standards, exceeding customer requirements and promoting the brand within financial parameters are essential for a high performance aircraft handling operations manager. Remaining calm and professional at all times, they will lead by example and take control of situations as they arise, making effective decisions and adapting the operation accordingly.

Knowledge
(Know it)
Skills
(Show it)
Aircraft documentation The maximum utilisation of available payload, the importance of correct ZFW calculation and constitution, the fundamentals of correct aircraft weight and balance, procedures and processes to plan effectively the necessary resources to ensure sufficient unit load device (ULD) availability and the requirements for and importance of all documentation systems / processes related to aircraft handling operations. Manage, within own remit, maximum payload utilisation in line with organisation’s commercial targets, adherence to ZFW, weight and balance in accordance with specific aircraft requirements and the use and maintenance of specialised equipment, including ULDs, in accordance with organisation’s policies and procedures, regulatory requirements and completion of correct documentation.
Airside Ramp Operations All facets of ramp operation and management, including the wider organisation’s links to and reliance upon the aircraft handling departments. Manage effective ramp operation, including arrival, turnaround and departure, for the organisation, ensuring relevant communication with all other airport stakeholders and government agencies to ensure effectiveness of the whole aviation operation.
Aircraft Movements The procedures and processes for the safe movement of aircraft within own area of responsibility, including how to schedule and handle aircraft to maintain flow and meet required operational standards of performance. Ensure safe movement of aircraft , including effective scheduling and aircraft flow management, in line with stakeholders’ operational targets.
Manage and coordinate airside handling team members, assets and vehicles - air cargo handling equipment (ACHE) The procedures and processes to ensure adequate and necessary resources (team members, vehicles and ACHE), to ensure sufficiently serviceable airside handling aids are available, and that baggage handling and air cargo facilities are operational for in-bound, transfer, out-bound and make- up, including those provided via a third party if applicable. Plan and manage the required amount of specialist team members, vehicles and handling aids airside, to meet current and future tasking and ensure systems and procedures for air cargo and baggage handling are completed to standard within own remit and area of responsibility.

Specialist function 2: Aircraft Movement Manager

An aircraft movement manager is accountable for the safety and management of the ramp area, ensuring there are sufficient resources to conduct efficient movement and recovery of fixed and rotary wing aircraft and the safety of other team members at a variety of airports/ heliports and other landing platforms within the civil aviation and military arenas. They are accountable for ensuring all their staff are suitably qualified to operate specialised equipment to move aircraft within an aviation environment in accordance with standard operating procedures.

Knowledge
(Know it)
Skills
(Show it)
Manage the airside movement of aircraft and or vehicles The procedures and processes for the safe movement of aircraft and / or airside vehicles within own area of responsibility and the requirements of the aviation environment in accordance with standard operating procedures to meet those requirements. Manage the safe movement of aircraft and / or airside vehicles within own area of responsibility, the day-to-day operation of movement teams and specialists at airports/ heliports and other landing platforms, ensuring the execution of activities is in accordance with aviation safety laws and airport procedures.
Facilities Management The complex equipment, tools and facilities required for safe, efficient operation of an airport, relevant modern practices that can support effectiveness and efficiencies and the principles of supervision, organisation and administration. Analyse and interpret codes and regulations and use information to maximise operational performance when planning, organising and supervising the work of others and setting priorities.
Interpersonal Skills Management Understand the requirements for promoting strong interrelationships with other airport users, including hanger owners, leasing tenants, fixed base operators, business and the general public. Establish and maintain positive relationships, promoting strong interrelationships with other airport users, including hanger owners, leasing tenants, fixed base operators, business and the general public.
Knowledge of local and national regulations and the need for compliance with all regulations including Health and safety. Maintain records required under regulations and complies e with all regulations including Health and safety.

Specialist function 3: Fire Service Watch Manager

Unfortunately we are not presently able to offer this pathway.

Specialist function 4: Flight Operations Manager - Air Traffic Control (ATC)

Unfortunately we are not presently able to offer this pathway.

Specialist function 5: Flight Operations Manager - Operations

The flight operations manager within an operations environment has overall responsibility for the smooth running of the daily flying schedule, turnaround of aircraft, activation of contingency plans and the arrangement of facilities required for outbound and inbound flights. They will also be responsible for the general management of the operations room and its resources.

Knowledge
(Know it)
Skills
(Show it)
Operations room administration The requirements for the coordination of air space management. Supply flight crew with aviation safety information.
Manage Flight Operations The procedures and processes to ensure the safe movement of aircraft within own area of responsibility. Manage the safe movement of aircraft within own area of responsibility.
Planning The need and processes for flight planning and contingency arrangements to enable the efficient flow of air traffic. Prepare and submit an Integrated Initial Flight Plan Processing.
System IFPs approved flight plan.
In the event of accident, incident or emergency, select an appropriate diversion air field.
Manage a flight operations team The procedures and processes to plan the necessary resources to ensure safe operation of the department. Manage the planning and allocation of resources to ensure safe and effective operation of the department in line with objectives and service standards,.
The procedures and processes to allocate the necessary resources to ensure safe and successful operation of the department.

Specialist function 6: Passenger Operations Manager

With an overview of the passenger service operation, the manager is a key decision maker to ensure the smooth operation of the aviation environment. Responsibility and accountability for the operation, the requirement to maintain standards of performance and outputs, exceed customer requirements and promote the brand within financial parameters are essential for a high performance passenger operations manager. Remaining calm and professional at all times the passenger operations manager will lead by example and take control of situations as they arise, making effective decisions and adapting the operation accordingly.

Knowledge
(Know it)
Skills
(Show it)
Travel documentation 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. 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.
Check in 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. 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.
Operational performance How to manage passenger facilities to maintain customer experience. 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.
Procedures for managing incidents both in the terminal and on an aircraft on the ground..
The potential implications for internal and external stakeholders of decisions that are made which affect the aviation operation.
Service performance 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 geo-political climates may impact upon aviation operations. 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

Transferable Skills

Before taking their end-point assessment apprentices must: * achieve level 2 English and maths (equivalent to GCSEs at grades A* to C).