New Posting - Greater Toronto Airports Authority

Manager, Baggage Operations
Greater Toronto Airports Authority 

- Toronto, ON 

Full-time, Permanent

Reporting to the Associate Director, Baggage Services, this position facilitates the consistent flow of baggage operations to and from aircraft by managing all aspects of “Day of” activities and ensuring the achievement of all planned and demand work. This role incorporates a significant portion of data analysis and uses various measurement tools and KPI’s to help define a successful operation both from an airport and air carrier/ ground handler perspective. Job Description Provide overall ownership of baggage operation at Toronto Pearson, including but not restricted to: Inbound and Outbound Baggage System, Connection Processes, Contingencies/Degraded Modes, Standard Operating Procedures and Training Develop and maintain strong customer/stakeholder relationships with Ground Handlers, Airlines, Government Agencies and Internal Stakeholders as it relates to overall baggage processes and new initiatives Compliance with applicable health and safety and company policies, rules and regulations Regulatory, Environmental, Safety and security compliance as they relate to Baggage operations and processes Develop standards and processes to ensure optimization of baggage resources including all induction areas, baggage make up areas and the overall flow processes in baggage rooms and baggage road locations Develop internal/external KPI’s and SLA’s and ensure compliance with all stakeholders; participate in audits as required Responsible for establishing an overall Toronto Pearson Baggage Operations Scorecard Responsible for best practices, benchmarking with leading airports, research emerging technologies, provide recommendations Manage overall baggage flow performance at Toronto Pearson Responsible for creating and maintaining an overall Toronto Pearson Baggage Resiliency Plan of Operations Lead an operations team for the Terminal Baggage System within budget and aligned to the Strategic Plan Plan, recruit, coach and mentor direct reports to develop a team which will support and emulate the company values Develop expectations of performance and standards of excellence Support Human Resources in conducting labour relations in a fair and consistent manner. Provide insight and participate as required in negotiations, grievances and arbitration Resolve complex and irregular problems that may arise in relation to the Baggage Flow at Toronto Pearson Develop innovation and design requirements to support baggage flow requirements Provide practical insight and assist Technical Services relating to the Baggage Systems Lead by example behaviours that foster a culture of continuous improvement, collaboration, innovation and customer service Perform other reasonable duties and responsibilities as assigned Job Requirements Qualifications:  Post-Secondary degree or diploma in Aviation Management; Business Management, Commerce or Logistics Minimum 5 years’ experience in an airport environment or large complex environment with demonstrated experience in serving a large and complex customer base Minimum 3 years’ Leadership with People Management experience, preferable in a matrix organization and multiple operations experience Experience working in a matrix organization with a strong focus on metrics, including a solid knowledge of Key Performance Indicators and Service Level Agreements to ensure compliance. Must have a valid Ontario G Driver's License Must be able to obtain and retain a Transportation Security Clearance Must be able to obtain a D/A AVOP license within thirty (30) days of appointment to the position Knowledge, Skills and Abilities:  Knowledge of airline, inspection agency, passenger process & baggage handling procedures as they relate to Service Delivery Knowledge of ramp operations as it relates to airline and ground handler operations as well as the various support services required. Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external stakeholders to achieve results Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions Excellent communication skills to effectively reach a broad audience of internal and external customers, guests and other key stakeholders An ability to anticipate and support the “Day of” operational team as required ensuring Toronto Pearson has a successful day and identification of Key Performance Indicators to support what success looks like Proven relationship management skills with internal and external stakeholders Strong decision-making skills and demonstrates a sense of urgency to deliver operational excellence Ability to successfully manage under pressure and respond to critical and or changing priorities throughout the day Knowledge of all aviation and airport related legislation and requirements included but not limited to Public Safety, Security, SeMS, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada Ability to work 12 hour rotational shift work (days, nights and weekends) For further information, or to apply, please click here