New Posting - G4S Secure Solutions Canada

Regional Service Delivery Manager - Whitehorse International AirportG4S Secure Solutions Canada  

 - Whitehorse, YT

Reporting to the Regional Manager, this position has full responsibility for screening operations within a certain area and for the delivery of all operational KPIs within the area of oversight while identifying operational strengths and weaknesses, and improving service delivery and operational efficiencies.  This position is also responsible for designing and conducting a variety of professional training and development programs for Screening Officers as prescribed by CATSA and G4S. The RSDM will assess employee training needs through performance gap analysis, job analysis, performance appraisals and regular consultations with management and stakeholders.  In addition to checkpoint management and training, this position also supports the operations in areas such as recruitment and selection, payroll, scheduling, uniforms, procurement and inventory. Leading a team of Screening Officers, this position is accountable for promoting a workplace culture defined by our values: Integrity, Service Excellence and Teamwork.  Role Responsibility: Responsibilities include, but not limited to: Actively engages in managing the screening checkpoint by monitoring queue length, service levels, reporting on changing needs and seeking additional staff as required.  Builds and maintains a strong customer relationship with assigned business area.  Achieves Key Performance Indicators (KPIs) and ensures compliance with Standard Operating Procedures (SOP’s) on a daily basis.  Manages Screening Officers by acting as a coach and mentor in order to create and maintain an engaged, motivated work force;  Conducts regular performance reviews and makes recommendations for employee recognition program.  Assigns staff to screening positions, monitors breaks and training hours to ensure service delivery levels are met; coordinates with other screening points to organize efficient staff deployment, accommodates language requirements.  Manages scheduling of screeners based on scheduled flights or TWH.  Collaborates with the Union and CATSA when creating work schedules.  Ensures proper time and attendance tracking; enters and reconciles hours in Rostima and SITT.  Authorizes overtime when needed.  Compiles shift reports for the screening area under their management.  Issues corrective action and discipline as required up to and including termination  Conducts workplace investigations; acts as management representative in disciplinary and grievance proceedings.  Delivers any CATSA pre-certification training (SOF Basics e-modules and pre-service exercises) or non-certification training courses as identified in the Course Catalogue.  Assists CATSA LPAs in CATSA certification training  Oversees post-certification On-the-Job Training (OJT)  Delivers RLP learning activities  Delivers Return-to-Work, Coaching Plans, PERs as assigned  Assists Screening Officers in dealing with potential complaints, security incidents, etc.  Oversees the recruitment and selection of screening officers for the site; conducts phone and in-person interviews and skills testing;  Performs other administrative tasks that support the operation such as, but not limited to: uniform ordering and distribution, records and file management, ordering CATSA consumables for the site, etc.  Other duties as assigned  The Ideal Candidate: Education, Experience and Skills  Post-secondary education or a combination of relevant experience and education  Two years’ experience as a Regional SDM is considered an asset.  Experience supervising unionized staff is an asset.  Experience in administering or assisting in the development of training programs and policies  Successful completion of SOF Basics  Successful completion of all CATSA qualification courses ( RLP Knowledge Exam, SOF Lab Exam, National X-Ray exam) at 90% or higher; ongoing maintenance of CATSA and G4S qualifications  Knowledge of relevant security and employment legislation  Strong operational focus with the ability to act under pressure and provide creative solutions  Experience in the management of personnel in a unionized environment  Ability to work effectively with large employee groups and build partnerships at all levels of the organization  Effective time management and organization skills with the ability to prioritize workloads and meet deadlines  Ability to implement performance management /progressive discipline with direct reports  Must be proficient in office software programs such as Word, Excel, PowerPoint, Google Suite  Must be proficient in the use of SITT and Rostima  Willingness to work irregular hours / shift work / attend to incidents after hours  Strong communication, leadership, client service and persuasive skills  Places organizational success above individual gain  Must be eligible to acquire and maintain the appropriate level of TC security clearance  About the Company: G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.  G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.