This position represents an opportunity for career-driven individuals seeking a position within an organization that inspires growth and promotes excellence to make a difference and contribute to CATSA’s unique culture as it strives to excel in air transport security.
If you are a motivated professional seeking a position within a multifunctional and collaborative environment, we invite you to consider the following job opportunity:
Manager, Service Delivery (YEG)
Number of Openings: 1
Location: Edmonton International Airport
Hiring salary range: $78,975 to $93,713 plus performance pay.
Language requirement: English Essential
- Eligibility List: CATSA will use this opportunity to establish a list of candidates eligible to fill subsequent vacancies. The eligibility list may be used to staff permanent or fixed-term positions with similar responsibilities and qualifications.
Summary of responsibilities:
Reporting to the General Manager, Service Delivery , the Manager, Service Delivery is responsible for managing the daily provision of security screening operations by Service Contractors (SCs) in accordance with all applicable aviation transport security regulations and in close collaboration with all key stakeholder representatives at the assigned airport(s) within a defined region. The Manager, Service Delivery performs all other duties and responsibilities related to the position as required. The responsibilities include:
Contract Management
- Direct oversight of national screening service standards, policies, procedures and protocols regarding all types of screening operations (Pre-Board Screening (PBS), Hold Baggage Screening (HBS) and Non-Passenger Screening (NPS)) to ensure consistency and compliance in the service delivery.
- Ensure SC’s compliance with the Airport Screening Service Agreement (ASSA) and their operational commitments.
- Oversight of service levels in conjunction with contract specifications and resolve deficiencies with SC management.
- Provide functional advice and guidance to SC’s management on compliance and performance issues.
- Prepare recommendations to superiors regarding the SC’s performance and contract management issues.
- Ensure that the account verification process is applied in accordance with sections 32 and 34 of the Financial Administration Act (FAA).
- Assist in the implementation of an effective governance framework for the contract management.
- Regulations, Policies, Procedures, Programs
- Develop and maintain appropriate CATSA Operational Plans.
- Participate in national reviews and improvements of Standard Operating Procedures (SOPs) and program development.
- Provide advice and guidance to SC’s management on CATSA policies, procedures and protocols and on SOPs.
- Conduct periodic spot audits and monitoring of required operations reports and programs and implement corrective actions to address confirmed deficiencies to meet CATSA and Transport Canada compliance standards.
- Participate in the SC corrective plans (PIP) pertaining to individual screening officers' performance failures in addition to other Local Decision Board cases.
- Ensure all regional passenger complaints and claims are investigated and provide appropriate recommendations.
- Investigate and report operations incidents, allegations of non-compliance and critical events from regional management, headquarters, Transport Canada or the public.
- Support the General Manager, Service Delivery in the response to internal audits, reviews and inspections and collaborate with headquarters as needed;
- Support corporate pilot projects by providing feedback on project objectives, deliverables and measuring processes.
- Operational Capacity and Effectiveness
- Direct oversight of the operational capacity and throughput efficiency of existing configurations of airport checkpoints and control rooms.
- Provide recommendations and advice on screening efficiencies to SC’s management team and General Manager, Service Delivery.
- Ensure improvement of the overall performance of the screening operations.
- Ensure operational oversight at peak and non-peak periods of SC screening operations and ensure appropriate screening contractor staff level.
- Ensure effective financial management of screening operations budget at Secure Identification and Time Tracking (SITT) and non-SITT airports.
- Identify ongoing equipment issues that are impacting screening operations and escalate as required.
- Work with the SC’s management team to review and assess regional training requirements and provide recommendations.
- Assume Office of Primary Interest (OPI) delegation for Local Operations Procedures (LOP's).
- Partnership & Stakeholder Relations
- Maintain open and well-structured communication with airport stakeholders to discuss issues relating to screening standards, service levels, complaint and overall performance.
- Provide operational field support and guidance to Regional Management and headquarter.
- Represent and speak authoritatively for CATSA's interests at airport and stakeholder meetings.
- Seek airport authority feedback on SC performance and work collaboratively to identify solutions that can help improve service delivery.
- Inform and work with the airport authority to address any incidents or critical events that impacted screening operations.
- In conjunction with the General Manager, work with airport authority to support checkpoint and/or process improvements, customer experience enhancements as well as development and expansion projects.
- Support corporate pilot projects by seeking airport authority's feedback and support for project objectives.
Qualifications:
Essential
- Graduation from a recognized college or university with a specialization in administration, logistics, social science or another specialty relevant to the duties of the position;
- A minimum of six (6) years of operational experience including liaising, developing collaborative working relations and establishing communication links with various external stakeholders within the industry;
- A minimum of four (4) years of experience conducting inspections or monitoring in a highly regulated environment where compliance to operating standards and procedures is critical;
- A minimum of three (3) years of experience writing reports and giving recommendations to management;
- Ability to use a variety of software applications such as Word, Excel, PowerPoint and mobile devices.
Valuable
- Exposure to unionized work environments;
- Knowledge of the aviation industry and the related regulatory and security issues;
- Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislation impacting CATSA.
Required skills:
- Effective communication skills (both orally and in writing) in conveying operating standards and procedures;
- Ability to impact and influence others;
- Ability to work effectively under time constraints and stress;
- Ability to learn quickly and apply new concepts;
- Skilled in developing creative and effective learning solutions;
- Ability to work successfully in a team environment;
- Strong analytical skills;
- Sound judgment.
- Specific work requirements
- Ability to work overtime as required;
- Ability to travel as required;
- Ability to be on call as required;
- Ability to work shifts based on a 7 days per week, 24 hours a day and 365 days a year work schedule;
Language Profile: multiple language profiles;
Ability to obtain and maintain a Secret security clearance;
Be a Canadian citizen or permanent resident. |
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