New Posting - Greater Toronto Airports Authority

Manager, Operations, Terminals
Greater Toronto Airports Authority - Toronto, ON
Full-time,  Permanent

The position operates in a matrix and team based environment and is accountable for overseeing and managing critical and day to day operational activities as well as short term planning that is aligned and contributes to the GTAA’s strategy, our airline customer’s success and delighting our airport guests. Job Description Key Accountabilities: Ownership for Customer and Terminal Services operations and situational awareness and integrity of Terminal & Groundside operations, including being the Single Point of Contact, Leadership, management and coaching of “Day of “teams to ensure safe and secure “Day of” operations, including identification and resolution of complex situations, implementing IRROP procedures as required, returning to normal as soon as possible Monitoring and ensuring the flow of people, planes and baggage and ensuring the provision of service to all in accordance with standards set by Customer Service Development Monitor airline passenger volumes and forecasts and based on information, pre-plan to mitigate potential impact to terminal operations and flow Managing on “Day of” the achievement of all planned and demand work in the Terminal Responsible for ensuring compliance with all GTAA policies including but not limited to Public Safety, Security, SeMS, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada Monitoring changing weather and the effects on terminal operations to maintain flow and capacity Engaging and leading a varied team of resources and ensuring deployment during IRROPS Analyze issues and establish operational priorities; identify gaps and/or changes required to policies, SOPs or other protocols and provide this information to the applicable Functional Managers Management of a Successful Day including a solid knowledge of KPIs and SLAs to ensure compliance. Manage, and communicate to ICC, the daily event plan on the “Day of “as it relates to terminal operations, Including construction Lead operational conference calls for internal and external stakeholders as it relates to terminal operations and capacity issues. Organize and lead daily briefings and post event “hot washes” and recommend full debriefing if required. Identification of and recommendations for improvements in the effectiveness and efficiency of terminal operational processes and procedures Job Requirements Qualifications Post-Secondary degree or diploma in Aviation Management; Business Management; or Logistics would be an asset, and/or equivalent education and work experience Preferred 5 years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base Preferred 3 years’ Leadership with People Management experience, preferable in a matrix organization and multiple operations experience Must have a valid Ontario G Driver's License Must be able to obtain and retain a Transportation Security Clearance Knowledge, Skills and Abilities: Strong understanding of airline, inspection agency, passenger process & baggage handling procedures as they relate to Service Delivery 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 An ability to anticipate and support the “Day of” operational team as required ensuring TPIA has a successful day Proven relationship management skills with internal and external stakeholders Strong decision-making skills and demonstrates a sense of urgency to deliver operational excellence Ability to successfully manage under pressure and respond to critical and or changing priorities throughout the day Knowledge of all GTAA policies included but not limited to Public Safety, Security, SeMS, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada Ability to work 9 hour rotational shift work (days, nights and weekends) For more information, or to apply, please click here