New Posting - Sunwing Travel

Overall Objective:
The Duty Manager will oversee the day-to-day operations of Sunwing Airlines at Toronto Airport. This includes the Ground Handling performance, Security requirements, the overall treatment of our traveling customers, and the performance of the Passenger Service Supervisors. The position requires flexibility to work off-business hours and overtime, including holidays. The role will report to the General Manager, YYZ and will be located in Toronto, Ontario.

Responsibilities:
• Monitor the performance of the ground handling company and any other contracted services
• Enforce and monitor service standards as set in the Service Level Agreement
• Develop interactive relationships with government agencies within the airport community
• Be current with and update the General Manager, of significant changes to the GTA’s operational procedures that will affect the operations of Sunwing Airlines
• Be accountable for the On Time Performance, Safety Standards and Customer Service levels
• Create any corrective measures and implement development processes as required
• Conduct regular staff meetings and keep minutes
• Demonstrate leadership and a strong work ethic
• Coach, mentor, train and develop staff as required
• Set-up, support and quality control of any special projects given or undertaken
• Ensure SMS compliance: investigate, analyze, prevent and communicate results of airport incidents
• Be familiar with the local emergency response plan
• Focus on stream-lining the check in process including set up, procedures and processes
• Respond to customer concerns in a timely and professional manner
• Control content of shift briefings
• Ensure that the pax supervisors are properly trained, attired and perform to company standards.
• Perform Annual Performance Reviews of Direct Reports
• Management of Airport team, including coaching, mentoring and development of staff as may be required
• Monitor loading and unloading of aircraft
• Other related tasks as assigned

You will be expected to:
• Be a hands-on manager
• Be a team player
• Have the ability to make decisions/assume responsibilities and meet deadlines with a minimum of supervision and direction
• Be available to assist at the airport with minimal or no notice
• Be able to step in case of operational necessity (i.e. delays, shift coverage, manpower shortage)
• Demonstrate proficiency in roles of all direct reports
• Must have a solid understanding of above and below wing operations
• May be required to be a member of the Emergency Response Team
• Support and work closely with OCC in situations as requested/required
• Represent Sunwing at Airport Committee meetings
• Work shifts consistent with oversight of 24/7 operations
• Complete projects as assigned

Requirements:
• Post-secondary education, or equivalent experience/training
• At least 5 years of Airport/Airline/Aviation related experience
• Excellent customer service skills
• Knowledge and experience of airside/ramp environment
• Ability to motivate and develop employees, including giving critical feedback, when necessary
• Ability to appropriately prioritize tasks and handle multiple projects simultaneously
• Excellent verbal and written communication skills, including the ability to effectively interact with employees at all levels within the organization
• Ability to monitor performance levels (e.g. productivity levels, staffing levels, budget issues) and take appropriate action
• Possess the ability to obtain the necessary Security Clearance
• Possess the ability to obtain an Airside Driver’s operators permit

Environment and Scope:
• Work modified shift
• Be able to assist at the Airport
• Able to travel
• Fast paced, meet tight deadlines


If you are interested in applying please forward your resume and cover letter to hr@sunwing.ca with the subject line reading Airport Duty Manager YYZ. We would like to thank all that apply however only those who meet the qualifications will be contacted.

At Sunwing we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Sunwing will also provide reasonable accommodations, accessible formats and communication supports upon request to persons with disabilities who take part in all aspects of the recruitment and selection process.