New Posting - The Ian Martin Group

Customer Service and Operations Manager
The Ian Martin Group - Toronto, ON

Customer Service and Operations Manager Scope of Work  Develop performance metrics and targets for the operation of the baggage handling system (BHS), consistent with the terms of the GTAA contract. Implement an effective feedback loop to all GTAA service providers and partners related to system failure events, to ensure business continuity for all affected stakeholders. Requirements  Create, implement, and direct policies and procedures to establish effective operation of the BHS. Create, implement, and monitor key performance indicators to continuously improve system performance Oversee staff to ensure work is being performed according to established standards Ensure the effectiveness of employees through assignment of duties, performance feedback, formal evaluations, coaching, training, and development and discipline. Champion Health and Safety for Webb Airport Services including Co-chair of the Joint Health and Safety Committee and development and implementation of health and safety policies Ensure that safe work practices are developed and followed within department Ensure all accidents are investigated within department Ensure site inspections are carried out within department. Lead all continuous improvement efforts within department Build and manage relationships with the customer, vendors and other departments in the company to ensure that business obligations are met. Review all system failure events and lead root cause investigation and related corrective action to ensure systemically resolved. Ensure proper business continuity plans are in place to ensure contingencies can be activated when necessary. Provide liaison support to all affected stakeholders of terminal one baggage handling system. Lead training coordination of customers with regards to proper utilization of the system, and of employees with proper communication and protocol with customers/stakeholders (partner with HR as needed). Work closely with Manager Projects and Construction Integration to ensure projects are executed effectively and efficiently. Other duties as required. Education  Bachelor's degree, or 10 years of equivalent experience Experience  Minimum of 5 years’ experience working within an airport baggage handling system in a communications, leadership and relationship management role Minimum of 5 years’ experience working in a fast-paced, complex, dynamic, multi-cultural business environment Proven oral and written communication abilities: demonstrated ability to work with a wide range of sensitive and confidential issues Strong business acumen and ability to develop deep understanding of the business and its strategic direction to make links to quality programs Strong PC skills including MS Office Ability to travel as required by the needs of the business Pass a security background check and obtain an airport security identification badge Airport Operations are 24 hours a day, 365 days per year. On call availability is required at all times and may require coming in at odd hours when deemed necessary. Regular office hours are Monday to Friday from 0730 hours to 1530 hour (or similar variation thereof) Working Conditions  Requires working at airport facilities in secured areas not open to the general public. Work areas are often noisy and lack climate control. Requires working around moving machinery and jet aircraft and in some areas with minimum light. Must observe Company, Airport and Transport Canada regulations regarding safety and security. Must practice Lock-Out/Tag-Out procedures for repair and maintenance of equipment. Must wear Personal Protective Equipment required to complete tasks safely. Routinely exposed to safety hazards such as moving machinery parts, electricity, and falls and trips. Physical Demands include Lifting, pulling, walking, carrying, pushing, kneeling, standing, sitting, reaching, squatting, climbing, twisting, speaking, hearing, sight, finger dexterity. Mental Demands include Reading documents/schematics, reading instruments, detailed work, problem solving, stress, math reasoning, and verbal communications, written communication, frequent interruption, and memory for details. Equipment Used include personnel computers, office software, personal two-way radios, phones For further information, or to apply, please click here