A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security industry, we innovate, we challenge and we exceed client expectations.
The successful candidate will be an energetic individual and will have the following qualifications and skills;
POSITION SUMMARY:
Reporting to the Director, Customer Service & Experience, the OSR Operations Manager is responsible for the leadership, oversight and management of a 24/7 Operational Support (OSR) Service Delivery operation at Toronto Pearson International Airport. The OSR service contract encompasses a large team of Shift Managers, Supervisors and Operational Support Representatives (customer service) who support the passenger processing operation including passenger flow, queue management and access control into the various processing areas within the Terminals, while providing an exemplary customer/passenger service.
The Operations Manager is responsible for leading the OSR team in executing their mandate of customer service and operational excellence in accordance with contract requirements and associated Service Level Agreements/KPI's. This is achieved through the development of plans/programs and procedures, human resource management/optimization, performance standards and monitoring/inspection programs, employee engagement programs/initiatives, effective recruitment and training programs and innovative continuous improvement initiatives aimed at achieving/exceeding service levels and enhancing productivity, profitability, client expectations, customer satisfaction, contract compliance and employee engagement.
The Operations Manager is the primary official day-to-day contact, administrator and liaison person to the GTAA Contract Representative in all matters involving the work as outlined in the contract and as such works closely with the GTAA to understand their service needs and challenges in order to deliver a service which meets/exceeds expectations and proactively responds to operational changes, challenges and fluctuating needs. All day-to-day requests, issues and concerns regarding OSR services flow through this position. The Operations Manager is authorized to accept any notice, order, direction, decision or other communication from the GTAA on behalf of A.S.P. in relation to the OSR contract.
DUTIES:
- Responsible/accountable for the oversight, leadership, direction and management of all aspects of delivery of OSR services includes people, processes, tools/technologies, uniforms and performance management. Manages HR and Administrative functions such as recruitment, termination, training and skills development, coaching/mentoring, discipline, performance assessment and evaluation. Plans, coordinates and monitors all "Day of" OSR activities in collaboration with the GTAA Terminal Ops Team and responds to, investigates and resolves operational issues in a timely and efficient manner.
- Participates in the development and continuous refinement of a flexible and dynamic Human Resource Management and Optimization program to ensure each operational area is adequately staffed with qualified and trained personnel in accordance with forecasted operational needs and ensure flexibility to respond to unforeseen "Day of" and ad-hoc emergency resource requirements.
- Fosters and maintains effective working relationships/partnerships with the client and key stakeholder groups (CBSA, USCBP, CATSA, Air Carriers) which interact with the OSR team on a daily basis to coordinate activities, identify and resolve potential and/or actual process/procedure or performance gaps, respond to unforeseen operational events and to seek opportunities for improvement.
- Attends and participates in GTAA or Toronto Pearson meetings, committees or planning/working groups as requested by the GTAA, including any Special Event/Emergency planning/coordination meetings/briefings as well as post-event Debriefings.
- Ensures the alignment/integration of the OSR Service Delivery operation consistent with both ASP and GTAA strategy, vision, mission and goals as well as the requirements and expectations of other key stakeholder groups.
- Establishes and implements a system of monitoring, auditing, tracking, recording and reporting service delivery performance/quality assurance against established Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) to ensure consistency and quality of service and achievement of contractual requirements, standards and metrics. Continually assesses the operation, performs gap analysis and identifies trends and/or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans. Prepares monthly, quarterly and annual reports and regularly reviews service and performance metrics with ASP Senior management team as well as client representatives to gauge performance improvements over time.
- Ensures compliance with all company and client policies and standards, contractual obligations as well as government regulations, inclusive of ISO, Health and Safety, Security, Official Languages, Inclusivity and Sensitivity standards.
- Develops and maintains operational and contingency plans, processes, procedures related to the execution and the OSR operation with a focus on customer/passenger service excellence.
- Maintains records and prepares reports relative to the operation, staffing levels, performance metrics, incident/events, compliments/complaints, etc.
- Creates and continually promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes. This includes the establishment of a front-line employee continuous improvement and innovation program which encourages, recognizes and rewards front-line staff to identify recommendations/solutions to operational issues/challenges.
- Prepares, controls and manages the OSR operational budget and expenses and tracks, measures and reports on financial performance and recommends capital expenditures for the acquisition of new equipment/technology to increase efficiency and services.
- Establishes, implements and tracks the success of a comprehensive employee engagement program aimed at achieving operational and customer service excellence and fostering a culture of continuous improvement, collaboration and innovation inclusive of employee recognition and reward programs and events/activities to celebrate success.
- Supports/participates in preparation for union contract negotiations and associated labour dispute contingency plans.
AREAS OF PERFORMANCE MEASUREMENT:
Leadership
- Recruits, trains, coaches and mentors and support direct reports to develop a leadership team which supports and emulates the company and client mission, vision and values;
- Inspires, motivates, empowers and holds the OSR team accountable;
Knowledge
- Maintains a high level of knowledge relative to Airport/Terminal Operations relative to passenger flow and processing operations and procedures as well as the various support services and technologies related to delivery of OSR services. Develops a strong understanding of USCBP and CBSA processes and sterility regulations for the mixing of passengers;
- Keeps informed/abreast of new or changing developments, products, best practices or ideas that impact OSR operations through research, networking, and professional organizations;
- Familiar with the Airport Service Quality (ASQ) measures and relationship/impact to the OSR service.
Aptitude
- Critical thinker with an improvement mindset and a bias for action;
- Know/understands the business from a "Day of" and a "Big Picture perspective;
Customer Service/Public Relations
- High degree of proficiency with respect to customer service - Proactively partners with the client in order to understand their business needs/challenges, the role of the various stakeholder groups, current expectations and long term plans;
- Establishes trust and credibility within the organization, the client, the airport community;
Conduct and Preparedness
- Delivers on commitments and demonstrates a high level of integrity in all aspects of job performance;
- Exhibits a professional, courteous and positive manner at all times;
- Adaptable - Anticipates and responds to fluctuating environment and customer/passenger needs.
Performance
- Adheres to contractual requirements and consistently accomplishes goals, delivers results and meets/exceed expectations. Manages operations effectively in order to achieve optimal resource and time efficiencies and proactively addresses issues and changing priorities to ensure a successful "Day of" operation.
- Continuously reviews and redesigns workflow processes to reduce manpower reliance and achieve improved consistency and operational efficiencies. Effectively rolls-out new programs, tools or processes to the front line in a manner that ensures full comprehension, execution and compliance;
- Ensures sufficient, competent and properly trained staff are on duty to meet operational requirements inclusive of bilingual, relief and back-up staff.
- Monitors, tracks and achieves established SLA and KPI targets.
Communication and Compliance
- Demonstrates strong and effective written and verbal communication skills and communicates in a way that shows authenticity, respect and empathy and engages others in dialogue and builds rapport.
- Displays versatility in dealings with clients, tenants and the public.
- Keeps operational staff apprised of any issues that may impede the effectiveness of daily operations.
- Abides by the Official Language Act (OLA) and Accessibility and Inclusivity regulations and standards and ensures compliance with all company and client policies.
POSITION REQUIREMENTS:
Education and Experience
- Post-Secondary Certificate, Diploma or Degree;
- Five (5) years of management experience in leading a large team; preferably in an operational and/or customer service environment;
- Experience in working within a unionized environment;
- People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's to ensure compliance;
- Working knowledge of Human Resource principles and practices and experience in the interpretation of Collective Agreements.
Qualifications
- Candidates applying for this position must be:
- 21 years of age or older;
- A Canadian Citizen or Landed Immigrant;
- Have a clear criminal record;
- Able to obtain and maintain a valid Transportation Security Clearance and a Toronto Pearson Restricted Area Identity Card (RAIC);
- Possess a valid Ontario Provincial Drivers Licence;
- Able to be available (on-call) to the client on a 27/7 basis.
Skills, Abilities and Personal Suitability
- Inspirational leader and role model with a proven track record of translating vision into action and creating a highly motivated, engaged and empowered workforce;
- Excellent oral and written communication, presentation and facilitation skills with a proven ability to conduct professional business communications;
- Strong customer service, conflict resolution and interpersonal skills with an unrelenting commitment and passion to customer service excellence;
- Strong organization, planning, time management, project management and human resource management, planning and scheduling skills;
- Solid business and financial acumen skills with a business improvement mindset;
- Demonstrated ability to influence, collaborate and negotiate cross organizationally to achieve results;
- Highly resourceful, solutions oriented with the ability to successfully manage under pressure, drive process improvement and quality assurance and respond to critical or changing priorities;
- Excellent innovation skills ability to make changes to operation as needed to improve work environment and team performance;
- Strong and proficient computer skills, specifically in MS Office Applications ;
- Proven knowledge and experience in contracted service management;
ASSETS
- Bilingualism (English/French) is a definite asset;
- Airport/Terminal Operations experience is highly desirable;
- Possession of a valid Transportations Security Clearance and Airport RAIC (Restricted Area Identity Card) an asset;
- Industry related training and recognized certifications (ASIS, IAAE, ICAO, etc.);
- Current or previous labour relations experience is a plus;
A.S.P. Incorporated is a Security Service Provider for clients across Canada. We have a team unlike any other within the security industry and are currently seeking an OSR Operations Manager to join our team. We embrace change, challenge and continuously implement new strategies to strive for an environment which creates a culture of constant improvement.
Our integrity as a service provider helps ensure we honour all our commitments to our clients which have given us the honour to provide service to them. A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service. We continue to raise the bar, because at A.S.P., "Security Matters".
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