New Posting - Greater Toronto Airports Authority

Greater Toronto Airports Authority
Manager Operations Terminals

Reporting to the Manager, the Manager, Terminal Operations is accountable for the performance of the Terminal Facility (Terminal 1 and Terminal 3) inclusive of standards, key terminal processes and passenger flows. The incumbent leads a team of ~3 Terminal Activity staff, responsible for ensuring and delivering operational excellence during disruptions due to construction and/or events or activities.

Service Delivery

• Manage key terminal processes (CATSA, CBSA, US CBP, Baggage, etc.) and passenger flows, by defining, measuring and analyzing their productivity and effectiveness with a view to make decisions that innovate, improve and optimize the efficiency of the operation and exceed the passenger experience
• Develop and implement effective solutions to improve and ensure the sustainability of the Total Quality Management (TQM) of the Terminal Facility including; performance, aesthetics, reliability, passenger communication, conformance to regulatory and corporate standards, serviceability of all terminal operations assets (i.e. moving devices, check-in counters, etc), Customer and Terminal Services (CTS) programs and products such as the Airport Customer Assistance Program (ACAP, etc)
• Develop and communicate Terminal plan of operations, Irregular Operations (IRROPS) plans, operational contingencies, business continuity and construction mitigation plans to ensure seamless operations with minimal to no impact to the passengers
• Manage the coordination of construction and programing activities within the terminal
• Facilitate the transition and execution of CTS programs from development to implementation; including the assignment of operational employees and resources
• Prepare and implement the planned work for operational employees within a specific Terminal
• Prepare and implement plans and Standard Operating Procedures (SOP’s) for demand for operational employees within a specific Terminal
• Provide input into strategic operational decisions such as technologies, long-term labor and equipment, facility location decisions, and long-term capacity to meet the customers’ needs
• Lead short term operational initiatives or programs including preparation of RFP’s (Request for Proposal), evaluations of awards of contracts
• Establish and implement processes and procedures aligned with airline, government agency, and internal customers focused on delivering operational excellence
• Identify patterns, problem areas, and gaps in service delivery, make coordinated decisions to address the gaps
• Develop and implement effective solutions to drive performance and operational integrity.
• Responsible for high level decision making for long-term initiatives and timely communication to day of team and other management as required
• Pro-actively anticipate and mitigate issues to ensure there is minimal to no impact to passengers and customers
• Maintains passenger flows by planning space allocations, and layouts for construction and new venues
• Accomplishes project results by communicating and coordinating requirements; expediting fulfillment; evaluating milestone accomplishments; evaluating optional courses of action; changing assumptions and direction to ensure projects are successfully executed as per plan
• Resolve conflicts or complaints from customers and employees

People Management

• Commit to and deliver on the people manager promise to support and further the business’ vision through building and development of diverse, multi-skilled teams

Relationship Management

• Develop and maintain strong relationships with customers and partners to drive operational performance
• Provide effective and inspiring leadership for Toronto Pearson’s airlines, agencies, and partners that creates a shared vision and works with them to achieve results every day
• Be the single point of contact for airlines and agencies to identify Terminal operational performance and TQM concerns
• Make decisions that are binding to resolve systemic Terminal Operations issues with customers, tenants, agencies, and partners

Contract Management

• Management and administration of contracts, as assigned, including the renewal process (RFP, evaluation, and award); establishment of performance standards and Service Level Agreements (SLA); reporting on performance standards and SLA; and control of the contract budget
• Work independently with the contract management to solve complex issues
• Invoice processing, supply requisitioning, and budget oversight for all contracts
• Other duties to ensure the overall health and success of the operation

The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.

Qualifications

• Post-secondary diploma in Aviation Management; Business Management or Logistics, or relevant field
• Minimum 2-3 years of experience in business/aviation management
• Minimum 5 years demonstrated experience working in a customer centric environment
• Minimum 3 years’ leadership experience leading small teams
• Must be able to obtain and retain Transportation Canada Security Clearance

Knowledge, Skills and Abilities

• Ability to quickly learn and navigate in a highly regulated, complex environment with multiple stakeholders
• Proven relationship management skills with stakeholders with demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external stakeholders to achieve results with diplomacy and tact
• Knowledge of regulations and operations
• Strong communication skills; must communicate with clarity, focus, confidence and conviction within a complex and demanding environment
• Work independently with our stakeholders to solve complex issues
• Knowledge of air carrier, terminal and baggage operations would be preferred
• Knowledge of key partner agencies operations (CBSA, US CBP, CATSA) preferred
• Knowledge of Contracting practices, procedures and management/administration preferred

For further information, or to apply, please click here