Reporting to the Associate Director, Terminal Operations, this position is responsible to manage an engaged, nimble, and high functioning/performing operational workforce, which deliver Customer and Terminal Services (CTS) programs, plans, and processes to a high standard in order to achieve operational excellence. The Manager, TSR & PSR is required to oversee and ensure the consistent delivery of CTS programs, plans, processes, work plans and demand work. The results of the Manager, TSR & PSR will be the engage employees who capably and consistently deliver a positive passenger experience and maintain the GTAA’s reliable and competitive operation.
Job Description
Key Accountabilities:
- Lead a high performance workforce, strive to achieve operational excellence, meet and exceeds the expectations of the passenger and our customers.
- Ensure work plans are scheduled and completed; deficiencies are identified, actioned, and reported to the appropriate functional manager or management system.
- Adjust work plans when necessary according to the operational conditions i.e. Irregular Operations (IRROPS), Emergency Reponses Procedures (ERP), etc.
- Monitor and review demand work for to ensure delivery methods are employed and that sufficient due care is taken in order to meet the needs of the customer.
- Review Terminal Services Representatives & Passenger Services Representatives reports; evaluating them for content, consistency, and identify areas for improvement.
- Effective management of all operational and expense costs vs. the annual operating budget.
- Organize, plan and coordinate the staff, including: Communication; Scheduling; Employee hiring/recruiting; Training and development; Performance management
- Organize, plan and coordinate equipment and IRROPS supplies: Budget; Lifecycles; and Ensure tools, equipment, materials, supplies are ready and available for the staff.
- Prepare Operational Plans in support of the Manager Operations – Terminals.
- Prepare Special Event Plans as required and ensure they are delivered to the frontline staff.
- Monitor and review daily operational results, metrics, Key Performance Indicators (KPIs), etc. against Bench Marks (BM), Service Level Agreements (SLA), corporate goals and objectives.
- Oversee and ensure the consistent delivery of CTS programs, plans, and processes.
Job Requirements
Qualifications :
- Degree or Diploma in Aviation Management; Business Management; Quality Management; or Logistics; and/or equivalent education and work experience.
- Minimum 5 years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base.
- Minimum 3 years’ Leadership with People Management experience, preferable in a matrix organization.
- Must be able to obtain and retain a Transportation Security Clearance.
Knowledge, Skills and Abilities:
- Extensive knowledge of the airport and/or airport industry, the GTAA organization and airport community structure.
- Knowledge of airport passenger and baggage processes and the overall airport system.
- Proven experience in establishing protocols and procedures.
- Proven ability to collaborate and communicate cross functionality within a dynamic organization to achieve results.
- Strong ability to identify trends and develop plans for corrective action.
- Superior oral and written communication skills with the ability to develop and deliver presentations to large groups.
- Superior communication and networking skills, with a propensity for attention to detail.
- Proven ability to engage employees and lead a high-performing team to deliver results.
- Experience in developing and managing an annual budget with proven results.
Greater Toronto Airports Authority |
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