New Posting - Greater Toronto Airports Authority

Manager, Airport Operations Control
Greater Toronto Airports Authority 

Key Accountabilities Reporting to the Associate Director, Aviation Operations, this position provides functional management to the Airport Operations Centre (AOC) staff. In this capacity they are responsible for all administrative responsibilities associated to the AOC and AOC Quality Analysts including staffing, scheduling, training, performance management and personnel development. The role also is responsible for working with internal and external partners and stakeholders for the development and implementation of plans, policies and procedures that are employed by the AOC on a daily basis. Working closely with the operational IOCC management team the AOC Manager supports the day-of team through delivery of quality control programs and other requisite support. The AOC being responsible for providing critical day-of operation control 24/7 can impose on regular business hours from time to time to support the team during exigent circumstances. Maintain staffing of the AOC and Quality Analyst roles with competent, trained personnel through the development and delivery of a comprehensive and robust recruiting and process Deliver an initial training program that meets the needs of the dynamic operation and is supported by a recurrent training program ensuring regulatory compliance and operational knowledge Staff administration of scheduling and leave to ensure consistent delivery of day-of staffing levels Effectively communicate corporate business messaging to all staff in timely and appropriately delivered means Ensure all aspects of employee on-boarding are completed and effective to provide new hires success in their roles Working with the operational management team to manage the staff’s attendance and performance to identify issues and work collaboratively with them and HR partners to address, rectify and resolve the matter Training and development of staff as required Ensure effective delivery of legislated training as well as job-specific training through a comprehensive training program that tracks individual progress, team performance and addresses specific needs by identifying gaps in staff understanding and knowledge through recurrent training Develop and manage annual budget and business plan aligned to the Corporate Strategic Plan which includes all aspects of the operation including training and development, growth and maturation of programs and asset life cycle management of consumables Monitor, manage, and continuously improve the process for delivery of communications services related to planned, on-demand, and emergency activities Active participation in working groups, committees, and industry groups in order to provide subject matter expertise, share best practices, provide industry leadership, champion innovation and continually improve subject matter knowledge and expertise Assess the centre’s operational performance through the KPIs designed to deliver continuous improvement Liaise with partners and stakeholders Remain engaged with the business and create, address or otherwise modify standard operating procedures to meet business needs and reflect the same with communication and training to the AOC team Analyze trends and systemic issues related to dispatch and emergency protocols, working in collaboration with relevant departments to recommend solutions aligned to stakeholder requirements Provide data analysis and reporting regarding incidents, response times etc. to appropriate Functional Managers in support of TPSP, SMS and EmMS among other programs and efforts. Commit to and deliver on the people manager promise to support and further the business’ vision through building and development of diverse, multi-skilled teams Drive strategic clarity by assisting people to understand how their work contributes to the overall vision Improve and innovate by listening to ideas and empowering decision- making capabilities Influence by helping people navigate the organization to remove obstacles, barriers and create collaboration opportunities Lead people by providing coaching, guidance and development through meaningful feedback for personal and career growth Execute flawlessly by clearly defining what expectations and success looks like in order to foster a positive, healthy and safe work environment Responsible for being a customer centric Leader with respect to the mission, vision, values and beliefs Qualifications Post-secondary degree or diploma, preferably in Aviation Management, Business Management or Public Safety Dispatch Minimum 5 years’ experience in an airport environment or similar large public safety operations centre with demonstrated experience in serving a large and complex customer base Minimum two (2) years’ people management experience, preferably in a unionized environment within a large matrixed organization Demonstrated knowledge of airport operations including airside, groundside, terminals and maintenance Demonstrated experience working in a customer centric environment Must be able to obtain and retain a Transportation Security Clearance Knowledge, Skills and Abilities Strong ability to analyze results and implement a plan of action Intermediate ability in MS Office 365 Ability to independently problem solve and be result-oriented Strong facilitation and communication skills