New Posting - TGA Services

SHIFT MANAGER-YYZ Airport
TGA Services - Greater Toronto Area, ON

The TGAS Shift Manager is the onsite subject matter expert for the real time TGAS operation at Toronto Pearson Airport. This position reports directly to the Station Manager or her Designate. The Shift manager is responsible for the real time operational integrity of the Toronto Ground Airport Services Division including manpower deployment, interacting and communicating on a daily basis with our Airline Partners, GTAA personnel and all government agencies operating at Toronto Pearson. The Shift Manager is responsible for the leadership and effective deployment of manpower to ensure all service level standards are achieved. Accountabilities: · As a vital leader of the TGAS management team, the Shift Manager is primarily responsible to manage the daily provision of the Airport Customer Assistance Program at Toronto Pearson. The Shift Manager’s primary responsibilities include but are not limited to: · Provide leadership, oversight and support to the unionized workforce including agents and leads. · Ensure compliance of unionized workforce for all policies and procedures · Ensure that all safety procedures are being followed with respect to the movement and transfer of passengers, movement and operation of surrey carts, utilization of eagle lift devices and all wheelchair handling procedures are being followed · Responsible to coach and mentor the unionized workforce and administer appropriate disciplinary when required in accordance with the established collective agreement and company policies · Ensure the optimization of the unionized workforce to minimize overtime requirements · Develop in-house procedures for ACAP services when gaps are identified. Share those procedures with the entire team to ensure consistency amongst the management group as well as the unionized workforce. · Monitor and audit the workforce to ensure log books are being utilized and the information entered is correct and legible. · When technological devices are introduced into the operation, perform audits to ensure the team is utilizing the devices in the appropriate manner · Conduct shift briefings on a daily basis with your team to ensure communication is sound and the team is up to date on the upcoming day of operation · Prepare shift reports that identify challenges, compliments/complaints as well as the corrective action taken to minimize impact to the operation and/or the passenger/airline. · Maintain and update employee files to ensure documentation is tracked on employee performance · Monitor and review key performance indicators to ensure the team stays on target and if not report why not for additional follow up by the CSDM. · Responsible for developing and supporting excellent employee relations and performance management processes with the Toronto Ground Airport Services team in line with PAX FIRST culture and Airline clients needs. · Assist in the development of action plans to meet ACAP SLA requirements and meet performance targets. · Ensure team compliance to Transport Canada safety and security management standards and respond accordingly to action items. · Work collaboratively with your leads to ensure day of operations are managed effectively · Provide guidance for day of and long term ACAP service staffing levels to ensure the delivery of consistent service levels within budget limitations. · Monitoring and enforcement of local health & safety processes and plans. · Attend regular meetings with the management team, communicating any operationally required information, updates to processes and procedures, as well as base specific information. · Represent the company and their colleagues in a professional and mature manner. · Ensure company standards and guidelines are being met. Language(s) The Shift Manager must be proficient in the English language both written and oral. French would be an asset. Security Requirements The position requires the Shift Manager to secure and maintain a Restricted Area Identification Card (RAIC). Experience The incumbent shall have a minimum of 5 years of administrative and operation management experience and the ability to multitask and liaise with a number of stakeholders at Toronto Pearson. Candidates shall demonstrate experience in: · Working in a team environment and providing strong leadership; · Establishing, liaising and sustaining relationships with a variety of stakeholders and clients; and experience in managing and directing staff as well as monitoring team workload will be considered an asset. · Labour Relations and experience with oversight of a collective agreement is an asset Knowledge · The ideal candidate should have a strong working knowledge of Toronto Pearson, ACAP processes and established stakeholder relationships. · Knowledge of the basic principles and practices of management and team leadership. · Airport and Terminal Operations specific to Toronto Pearson would be a definite asset · Knowledge and experience utilizing MS Office Suite (MS Word, Excel, PowerPoint), electronic mail, and scheduling systems. Additional Requirements Abilities and Skills. Ability to work a varied work schedule Ability to effectively communicate orally and in writing Ability to research and provide recommendations Ability to work under pressure Ability to work in a team environment and provide strong leadership Ability to multitask Proven analytical skills Advanced computer software skills including Microsoft Word, Excel, PowerPoint and Project Management Personal Suitability Excellent communication and interpersonal skills Motivated Reliable Flexible Motivated Negotiation and persuasion skills Collaborative skills To apply, please click here