New Posting - Greater Toronto Airports Authority

Shift Manager, IOCC
Greater Toronto Airports Authority 

 - Toronto, ON
Full-time, Permanent

Reporting to the Associate Director of Airport Operations, this position is responsible for overseeing, managing and maintaining full situational awareness of the events occurring within the Integrated Operations Control Centre (IOCC), including activities of the Airport Operations Control (AOC), Security Operations Control (SOC), Resource Management Unit (RMU) and other work groups. The successful incumbent will effectively monitor the airport wide operation to identify any gaps or challenges to the operational integrity or flow of passengers, aircraft or baggage.  Job Description  Recognize links between apparently disparate events and communicate/act accordingly  Monitor Perspective Incident/Activity Management System  Liaise and support the Airport Duty Manager (ADM) in emergency and daily operation  Responsible for ensuring compliance with all GTAA policies including but not limited to Public Safety, Security, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada and TPSP  Manage the day-of staff in the IOCC including monitoring, evaluating and addressing any employee issues within the IOCC  Facilitate conflict resolution within the IOCC day-of team and will be the first level of escalation for conflict resolution  Monitor and manage employee performance including taking necessary action, communicating and documentingand providing feedback to respective functional manager  Provide leadership and actively coach and provide feedback to day-of IOCC team to foster and build a team environment to achieve operational and individual accountabilities  Motivate and encourage employees through positive communication and feedback  Management of a Successful Day including a solid knowledge of KPIs and SLAs to ensure compliance  Oversee emergency incidents to ensure appropriate response and dispatch are provided, while changing established protocols during emergencies to meet the uniqueness of the specific emergency  Delegate duties to staff to ensure balanced workload and efficient use of resources  Coordination and management of the various day-of teams located within the IOCC  Establish and maintain collaborative working relationships with both internal/external stakeholders  Ensure effective, timely communications across all team members within the IOCC and partners including functional groups, airline customers, and other stakeholders  Alert other affected operational groups in order to minimize operational impact  Inform Senior GTAA Management as required and requested by the ADM regarding day-of operation to relevant stakeholders (internal/external) via Everbridge system and other tools etc  Participate in shift briefings and prepare summaries of activities and other reports as required  Analyze issues and establish operational priorities, identify and rectify gaps and or changes required to policies, Standard Operating Procedures (SOP's), or other protocols, and oversee completion of actions  Develop or assist with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient operation  Identify and implement process/service improvement  Escalate issues to Airport Duty Manager as necessary  Job Requirements  Post-Secondary degree or diploma in Aviation Management; Business Management; or Logistics would be an asset  Minimum 5 years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base  Demonstrated knowledge of airport operations including baggage, airlines and day to day operations  Minimum 2 years’ Leadership with People Management experience, preferable in a matrix organization and multiple operations experience with a strong focus on metrics, including a solid knowledge of Key Performance Indicators and Service Level Agreements to ensure compliance.  Must be able to obtain and retain a Transportation Security Clearance  Knowledge, Skills and Abilities: Knowledge of airline, inspection agency, passenger process 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 Toronto Pearson has a successful day and identification of Key Performance Indicators to support what success looks like  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  Ability to work 12 hour rotational shift work (days, nights and weekends) For further information, or to apply, please click here