New Posting - Greater Toronto Airports Authority

Greater Toronto Airports Authority is currently recruiting a Manager, TSRs & PSRs, Competition # 14-SD-019 (Full-time Permanent)

Position Summary

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.

Additional Details

We offer a fast-paced, stimulating environment along with an attractive salary/benefit package commensurate with experience.

No telephone inquiries or agencies, please. We thank all applicants for their interest in exploring employment opportunities with the GTAA; however only those selected for an interview will be contacted. Applicants must meet the security level designated for the position.

The GTAA is committed to Employment Equity and maintaining a diverse workforce. We ensure that our recruitment practices are supportive of this commitment.

About the GTAA

PARTNER WITH PEOPLE ON THE FLY - Help to propel our transformation, positioning Toronto Pearson as North America’s premier portal to a world of possibilities. Together, we will attract, serve, and delight our customers by consistently delivering value through innovative products and services.

The GTAA is a unique place to work. We employ more than 1,100 people directly, while another 35,000+ employees work at Toronto Pearson with our airport community. Our people are passionate about their work and strive to provide the world’s most welcoming airport experience.