A.S.P. Incorporated is powered by our people. A team unlike any other within the security industry. We embrace change, challenge and client expectations. We continuously implement new strategies and strive for an environment which creates a culture of constant improvement.
A.S.P. Incorporated has provided security and concierge services for over 17 years to clients in Ontario and Alberta. We currently employ in excess of 800 guards company-wide.
Our integrity as a service provider helps ensure we honour all our commitments to our Clients which have given us the honour to provide our service to them. A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service. We will continue to raise the bar, because at A.S.P., "Security Matters".
We are presently looking for a Director with customer service and experience who would report directly to the Vice President of Aviation and Transportation.
The Director of Customer Service and Experience is a dynamic leader who fosters relationships with clients, stakeholders and internal business partners to achieve ASP's strategic mission. The Director is a leader committed to providing exceptional, high quality service delivery to the clients/customers we serve by achieving/exceeding service level agreement (SLA's), performance metrics and by actively contributing to operational targets as well as daily business decisions.
The overarching goal for the Director of Customer Service is to determine and execute a brand-enhancing customer service and operational strategy and action plan that will streamline operations and address service efficiency and effectiveness to exceed the expectations of clients/customers. Identifying success metrics and coaching the team to the metrics and great outcomes will also be a critical task.
The primary role of the Director Customer Service & Experience is to lead, plan, direct and control all aspects of the A.S.P Customer Service Department, which is a 24/7 front-facing operational support and customer service operation. The Director is responsible/accountable for the Customer Service Departments policies/procedures, goals/objectives and for working to drive efficiency and enhance productivity and achieve service level standards with a tactical emphasis on customer accounts and quality management.
Consistent with A.S.P. strategic direction, the Director is responsible for creating a Customer Service Team culture which promotes exceptional client/ customer experience through value-added service solutions, employee engagement and strategic customer engagement.
Duties
- Lead the CS team in the delivery of world-class customer and passenger service and operational excellence. Lead, manage, coach and inspire the CS leadership team (directly) and front-line (indirectly) to achieve an overall improvement in performance based on mutually determined goals and to continue providing the highest standards of service at all times. Develop the CS strategy and manage the overall performance of people, processes and systems to demonstrate A.S.P.'s creative approach, offer unique strategies tailored to the client's needs and ultimately to achieve the highest levels of customer and passenger satisfaction. Define and communicate the company and client Customer/Passenger experience vision by fully engaging with and inspiring direct reports. Outline "the journey" to achieve the customer/passenger experience vision including key landmarks and measures of success. Maximize customer satisfaction and demonstrate impeccable client service by aligning with client vision/mission, obtaining feedback on current operation versus expectations, obtaining a first-hand understanding of all aspects of the passenger experience across all touch points. Overlay this with research insight to draw conclusions and design specific plans and practices to continually refine and improve services. Develop a strong customer/passenger service mindset and culture within the CS team, ensuring employees at every level are absolutely consistent in their understanding of what their contribution is toward customer/passenger experience and are working in a cooperative fashion to promote great customer service as well as a positive, highly engaged and enthusiastic team environment. Lead the Innovation and Change Management efforts of the Customer Service Department by continuously researching best practices and technologies, analyzing trends, soliciting ideas and opportunities from front-line staff and by launching new initiatives and processes that are aimed at delivering best-in-class customer service. Foster a cross organization/agency team approach to customer experience and operational excellence by cultivating cooperative, trust-based relationships with key stakeholder groups to ensure the sharing of information, to address and overcome conflicts/challenges, to resolve common operational problems, to coordinate the implementation of new processes/procedures or technology and to instill a culture of team work within the Department and worksites. Work collaboratively with clients to develop meaningful and achievable performance and service metrics and establish an internal system to track, analyze and report on achievement of metrics. Promote an internal CS team awareness of client's mission and associated key customer service metrics and drive accountability across the team to achieve or exceed expectations through connecting results to performance reviews and through regularly communicating the results at team meetings. Work collaboratively with the client to analyze the quality of service, report results and develop action plans for implementation and continued review. Take a proactive approach to motivating, engaging and retaining employees by promoting an employee valued culture and creating an inclusive, supportive and inviting work environment. Establish a flexible, adaptable structure and dynamic resource management program that consistently meets all contractual requirements/expectations and that enables a quick and effective response to unforeseen ad-hoc and/or emergency resource requirements Maintains oversight of the Customer Service Resource Program, ensuring adequacy of resource levels, recruitment, training, performance management and scheduling processes and procedures and consistent application of HR programs, policies and procedures. Participates in financial management objectives, by forecasting budget requirements, scheduling expenditures and by monitoring and maintaining overtime ceilings. Builds strong relationships with existing and potential new customers to identify prospective opportunities to drive new services/revenue and engage the appropriate resources to assist with business growth/development opportunities. Manage, coach and guide direct reports to ensure program(s) productivity, employee motivation and engagement and that quality and customer satisfaction/client performance objectives are met and performed in an efficient manner. Provide regular feedback to Leadership and other members of the management team regarding current operational performance. Escalate issues appropriately and in real-time. Initiates programs for staff development by taking advantage of the diverse operational areas to maximize productivity, improve the quality of service delivered, and develop staff to achieve an effective succession plan. Directly engage clients through direct conversations, customer satisfaction surveys, and client meetings to gather performance feedback and instill a message of growth and continuous improvement that supports the clients' needs. 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. 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. 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.
POSITION REQUIREMENTS
Education and Experience
- Post-Secondary Certificate, Diploma or Degree in a relevant business-related field and/or equivalent work-related experience; A minimum of 10 years of managerial/leadership experience, preferably in a customer service, operational or service delivery environment; Significant work experience in leading a large 24/7 team; preferably in an operational and/or customer service environment; Experience in working within a unionized environment; Previous experience in an aviation/airport/transportation or similar environment is highly desired People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's as well as experience in the area of process management, project management and quality assurance; 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 24/7 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; Strong people leadership/management and team building skills with the demonstrated ability to delegate, coach, motivate and develop team members across a wide a diverse spectrum of staff; Strong interpersonal skills with a demonstrated ability build and maintain strong business relationships, internally and externally; ability to build consensus, manage conflict and interface at all levels; Superior oral and written communication and presentation skills; ability to articulate concepts and express ideas in a clear and concise manner; Ability to facilitate meetings and prepare and deliver presentations for various audiences, including clients, staff and Executive team members; Ability to think both strategically and tactically with knowledge and commitment to continuous quality improvement process and methodology with a demonstrated ability to develop and implement process/procedural enhancements including technology solutions and performance metrics; Passion for auditing processes, activities, metrics tools and data looks "under the hood"; Passion for Customer Service with the drive and ability to take the team to the next level; Energetic, self-starter with strong organizational skills and the ability to thrive and effectively manage multiple and often competing/shifting priorities in a high demand, fast-paced and evolving environment; Strong decision-making abilities and problem-solving skills analytical and process-oriented mindset with an aptitude for evaluation, problem solving, planning and organization;
- Strong time management and organizational skills and the ability to exercise judgment in prioritizing tasks in order to meet schedules and deadlines.
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. 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 Application; Proven knowledge and experience in contracted service management.
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