New Posting - Greater Toronto Airports Authority

Shift Manager, IOCC

Greater Toronto Airports Authority 

Key Accountabilities 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. Recognize links between apparently disparate events and communicate/act accordingly Monitor Perspective Incident Management System (IMS) Liaise and support the Airport Duty Manager (ADM) in emergency and daily operation Responsible for the daily seating arrangement/roster in the IOCC Monitor, evaluate and address any staffing issues within the IOCC such as personal cell phone use, personal phone calls, breaks and absences from workstations and workstation condition Facilitate conflict resolution within the IOCC day-of team and will be the first level of escalation for conflict resolution Provide guidance to Airport Duty Managers and Functional Managers on employee performance 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 and partners including functional groups, airline customers, and other stakeholders Alert other affected operational groups in order to minimize operational impact Contact senior GTAA Management as required and requested by the ADM, to ensure all parties are updated on significant events 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 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 agents through positive communication and feedback Disseminate all information regarding day-of operation to relevant stakeholders (internal/external) via PASSUR, Everbridge etc. Identify and implement process/service improvement Escalate issues to Airport Duty Manager as necessary Qualifications 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 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 have a valid Ontario G Driver's License Must be able to obtain and retain a Transportation Security Clearance Must be able to obtain a D/A AVOP license within thirty (30) days of appointment to the position 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 Knowledge of all aviation and airport related legislation and requirements included but not limited to Public Safety, Security, Security Management Systems (SeMS), IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada Ability to work 12 hour rotational shift work (days, nights and weekends) For further information or to apply, please click here