Reporting to the Associate Director, Terminal Operations, the Manager, Terminal Operations Support is responsible for the Management and administration of the AOSS (OSR and Stanchion Team) contract, including the renewal process (RFP, evaluation, and award); establishment of performance standards and SLA; reporting on performance standards and SLA; and control of the contract budget, as well as the managing the Lost & Found program, recruitment, scheduling and preparing the planned work for the Terminal Service Representatives and Passenger Service Representatives.
Job Description
Key Accountabilities:
- Providing QC for third party contractors (OSRs, etc);
- Managing the L&F Program, including: care and control of lost property; logging and cataloging of lost property; storage and disposal of lost property; L&F software; and L&F space;
- Employee scheduling, including: yearly schedule, vacation bidding, and balancing in accordance with the CBA; administering leave requests (adhoc, FRR, sick, etc); auditing employee attendance; and scheduling training;
- Managing employee record, including: regulatory, mandatory, and job specific training; overtime, and expenses.
- Scheduling employee planned work, including: Maximo, fluid surveys, etc;
- Reviewing reports (Perceptive and Maximo) for consistency and trends; including preparing weekly, monthly and yearly operational reports and presentations. Manage the CTS components of Perceptive and Maximo computer programs/systems;
- Organizing recruitment and placement of Terminal Operations staff (TSRs and PSRs), including: preparing and submissions of SRFs; preparing job descriptions and recruiting posters, leading hiring process for Terminal Operations for TSR and PSRs (tests, interviews, etc); and
- Managing the maintenance and inventory control of Terminal Operations IT solutions (tablets, computers, software and applications, etc), phones, and LMR.
Job Requirements
Qualifications:
- A Post-Secondary degree or diploma in Aviation/Business Management or equivalent experience in airport terminal operations or airline terminal operations or similar 24/7 business environment;
- Preferred two (2) years of experience in business/aviation management;
- Preferred at least two (2) years of people management experience leading small teams of 4 to 10 people;
- Must meet the security level designated for the position or must be able to obtain and retain a Transportation Security Clearance; and
- Must have a valid Provincial Driver’s License.
Knowledge, Skills and Abilities:
- Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external stakeholders to achieve results
- Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
- Excellent communication skills to effectively reach a broad audience of internal and external customers, guests and other key stakeholders
- Ability to successfully manage under pressure and respond to critical and or changing priorities throughout the day
- Knowledge of Contracting practices, procedures and management/administration;
- Knowledge of accounting, data and administrative management practices and procedures;
- Knowledge of clerical practices and procedures, including scheduling;
- Demonstrated interpersonal and problem solving skills;
- Demonstrated customer-account service/relationship management skills;
- Strong attention to detail and demonstrated ability to multi-task;
- Cooperation, collaboration and negotiation skills;
- An understanding of airport services, airport agencies, and airport expectations is preferred; and
- Knowledge of passenger flows and terminal layouts is preferred.
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