A.S.P Aviation Quality Oversight Manager
ASP Inc
- Mississauga, ON
PURPOSE:
Reporting to the Operations Manager, Operational Support Service (OSR) the Quality Oversight Manager is responsible for ensuring the quality standards of a contracted Operational Support Service Delivery operation at Toronto Pearson International Airport which is focused on operational and passenger service excellence. The OSR service delivery team consists of Shift Managers, Zone Supervisors and Operational Support Representatives (OSR's) who support the Terminal passenger processing operation, including passenger flow, queue management and access control into the various processing areas within the Terminals, while providing exemplary customer/passenger services. This is a 24/7 rotating shift position within Toronto Pearson International Airport and the Quality Oversight Manger is responsible for moving between zones to monitor, direct, oversee and coach the real time operational aspects of OSR services and resources.
The Quality Oversight Manager is responsible for the operational oversight of OSR operations and activities which includes: achievement of daily work plan and priorities, resource allocation optimization, performance management/monitoring, on-the-job training and coaching front line team, performance/quality assurance monitoring and inspection, compliance with policies/plans/procedures and for responding to changing demands or emerging operational issues, events or activities which affect/impact OSR operations.
DUTIES:
Remain on floor for 85% of allocated shift time providing oversight, coaching, mentoring and correction to frontline staff. (Coach, mentor, correct & foster quality teamwork.) Promote quality standards of professionalism within the OSR Team. Measure and evaluate the quality of service being delivered. Monitor and adjust implemented actions to correct and/or improve performance. Execute knowledge checks with frontline personnel to ensure effective communication of client requirements. Intervene immediately if a noncompliance is noted. 10% of time will be allocated to administration and management of special projects such as the support of document control activities or Emergency Procedures and procedure implementation planning. Attend professional development sessions and client meetings as required. Support and participate in investigations relating to service or procedural failures. Maintain an intimate awareness of client Standard Operating Procedures and performance updates. Add a quality focus to briefings and other communications with personnel. Ensure all quality documents are filed, saved, organized and identifiable. Ensure document compliance in accordance with ISO Standards. Execute audits as assigned. Oversee Service Level Agreements to ensure that client expectations are met or exceeded. Liaise with OSR Agents, Supervisors and other employees to ensure quality service Positively respond to questions and concerns Provide feedback in a positive manner.
POSITION REQUIREMENTS:
Education and Experience
Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience. Minimum of 2-3 years' experience in a management or supervisory role, preferably in a customer service and/or airport/airline operations environment. People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's
Qualifications
21 years of age or older Legally authorized to work in Canada Have a clear Criminal Record Physically capable of performing all duties as set out in Job/Position Description Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC) Able to work a rotating shift schedule, including nights, weekends and statutory holidays Successfully complete all initial and recurrent company training (initial training is a pre-requisite for employment
Skills, Abilities and Personal Suitability
Superior communication skills (oral and written). Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence Strong people leadership skills and ability to motivate, engage and empower front-line team Strong organization, planning, time management skills, negotiation, problem solving and decision making skills Competent computer skills in MS Office applications Email, MS Word and Excel in particular. Technically adept at using technology and experienced in working with automated processes. Self-directed/driven, highly resourceful, organized, detail and solutions oriented with the ability to successfully manage under pressure, drive process improvement and quickly respond to conflicting demands and changing priorities in a professional and diplomatic manner Thrives in a complex, high demand, fast-paced, agile complex operational and customer-centric environment Innovative and continuous improvement mindset - Skilled in identifying unique problems in Service Delivery operations and formulating and recommending innovative solutions to best meet client needs Proven skills in scheduling and resource allocation/optimization Ability to forge strong relationships with clients and stakeholder groups to influence, collaborate and negotiate with external stakeholder groups to achieve results Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times.
ASSETS
Based on equal qualifications, preference may be given to bilingual (English/French) candidates Airport/Terminal Operations experience is highly desirable Possession of a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC) is an asset Valid CPR and First Aid Certificate is an asset Prior experience with scheduling and/or manpower planning systems preferred
REPORTING LINES:
Reports directly to the Operations Manager, Operational Support Service. Works in conjunction and with Shift Managers, Zone Supervisors and Operational Supporrt Representatives. |
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