Officer, Services and Standards, Greater Toronto Airports Authority

Officer, Services and Standards, Greater Toronto Airports Authority (GTAA) - Toronto

• The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.What's in it for youAs a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.What you can expect from this position:Reporting to the Manager, Terminal Services and Standards, this position is responsible maintaining strong relationships with Service Providers and Partners across Toronto Pearson. Officer will be the day of liaison and single point of contact between GTAA and our service providers. Responsible to monitor performance and ensure effectiveness of current and new piloted programs through installation and implementation.As Officer, Services and Standards, you will:Develop and maintain strong working relationships with Contracted Service Providers and Partners possessing a proven understanding of the provisions and requirements of all applicable contractsServe as the day of liaison, integrator, and single point of contact between the GTAA and the service provider for the prioritization and execution of work during regular and irregular operationsCollect and disseminate information such as flight schedules, construction activity, weather and other pertinent information that could impact or reprioritize the day-of delivery of contracted servicesEngage and manage relationships with key partners (Airlines, CBP, CBSA, CATSA, tenants, retail, food and beverage providers etc) to validate the provision of services and implement corrective action as applicableConduct meetings with shift supervisors, assistant managers, and front-line staff to resolve day-of complaints related to the provision of servicesWork closely with Airport Development Technical Services’ Response Managers to identify, report, and resolve building deficiencies impacting operations, and the passenger experience (washroom fixtures, lighting, millwork, paint, flooring etc. )Identify and facilitate resolution of customer or tenant issues that are roadblocks to customer satisfaction. Responsible for researching service issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and/or complete customer satisfactionMonitor and ensure service providers inclusive of (facility cleaning, baggage cart, waste disposal, pest control) are operating safely and within compliance of the terms and conditions of the contractReport and initiate corrective actions as appropriateValidate and ensure required resourcing is in place to meet operational demandsMeasure and report against agreed to key performance indicators, service level standards and procedural / SOP compliance (both qualitative and quantitative) with the objective of consistently delivery best in class service deliveryMonitor and evaluate the effectiveness of current, new or piloted programs through installation and implementation, find opportunities for continuous improvementPerform regular or ad hoc inspections of all facilities or assigned work areas to ensure space is meeting our expected customer service level requirements and/or agreed upon Service Level Agreements e. g problems with moving devices, overall cleanliness of the Terminals and curbs, equipment/systems problemsMeet daily with contractors to identify day of operational goals, abnormalities, peak periods and outstanding issues from previous shiftEngage contractor to discuss and execute against ASQ business plansPerform terminal inspections, identify, initiate, and track work orders to address any building deficiencies.Maintain electronic reports to avoid duplication, drive efficiency and ensure work completion in coordination with ADTSMonitor public tenant spaces, terminal activations, advertising and promotional spaces to ensure compliance with lease agreements (cleanliness, seating condition, lighting, and general condition of installation) and report on and escalate as neededReport emergency repairs, and vandalism to the Airport Operation Control Centre for appropriate escalation and dispatchAttend regularly scheduled or ad-hoc meetings with airport tenants including Airlines and Government Agency partners to ensure non-operational / back-office spaces are being cleaned as per service standards. Correct any deficiencies as observed and escalate repairs as requiredIn coordination with contracted service providers, develop, implement, and communicate irregular operations plans to Airport Operation MOs and other GTAA departmentsSupport T1 and T3 Operations Managers in providing day-of oversight and ensuring compliance with approved Terminal Activity and Terminal Work PermitsProactively identifies and addresses safety issues with Officer Public Safety Management SystemsThis unionized position is classified at the Band 6 level, with an hourly wage of $40. 50, based on a 37. 5 hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test may be administered as a part of the competitive process.Candidates with relevant external experience must provide references with their applications in order to confirm this experience.This is the role for you, if you have:Post-secondary diploma and/or degree
• with a focus on Aviation
• Business Management
• Facilities
• or Contract Management preferred3 years’ experience in airport operations or similar experience in scale and complexity3 years’ experience in a customer service or relationship management role3 years’ experience in service deliveryExperience dealing with numerous partners and government agenciesValid Ontario G Driver's LicenseObtain and retain Transportation Security ClearanceKnowledge and skills you bring, that set-you up for success:In depth knowledge of airport/airline/agency operations, layout and services in order to be flexible and able to rapidly respond to different conditions or arearsFast, efficient and effective problem solving & decision making to eliminate delays in addressing problems and efficienciesStrong decision-making skills and ability to think critically to deliver operational excellenceAbility to identify problems, gaps, trends, and bottle necksIn depth understanding of airport and airline operationsKnowledge of passenger flow processes at Toronto PearsonAbility to work independently or as part of a team to develop effective working relationshipsStrong organizational skills, self-motivated and results drivenIntermediate proficiency with MS Office 2010 suite (Word, Excel and Outlook)Strong listening skills when interacting with the team, internal and external partners to correctly interpret and respond to questions and concernsStrong customer focus and customer service skillsAbility to acquire knowledge of, and then skillfully use specific databases and software pertinent to required functionsStrong verbal and written communication skills and able to communicate with focus and convictionAbility to produce well written and sufficient reportsKnowledge of contract practices and proceduresAbility to multitask, prioritize and coordinate many simultaneous tasksDemonstrated leadership skills through collaboration across multiple functional groups, at various levelsAbility to deal with irate customers, using tact and professionalism to resolve issues/problemsAbility to solicit cooperation and agreement with others who may have conflicting prioritiesDemonstrated analytical skills, including the ability to analyze operational andcontractual information while considering the legal, business and monetary implicationsStrong organizational skills with attention to detail and ability to prioritize workThe GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.

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Officer, Services and Standards, Greater Toronto Airports Authority (GTAA) - Toronto

• The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.What's in it for youAs a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.What you can expect from this position:Reporting to the Manager, Terminal Services and Standards, this position is responsible maintaining strong relationships with Service Providers and Partners across Toronto Pearson. Officer will be the day of liaison and single point of contact between GTAA and our service providers. Responsible to monitor performance and ensure effectiveness of current and new piloted programs through installation and implementation.As Officer, Services and Standards, you will:Develop and maintain strong working relationships with Contracted Service Providers and Partners possessing a proven understanding of the provisions and requirements of all applicable contractsServe as the day of liaison, integrator, and single point of contact between the GTAA and the service provider for the prioritization and execution of work during regular and irregular operationsCollect and disseminate information such as flight schedules, construction activity, weather and other pertinent information that could impact or reprioritize the day-of delivery of contracted servicesEngage and manage relationships with key partners (Airlines, CBP, CBSA, CATSA, tenants, retail, food and beverage providers etc) to validate the provision of services and implement corrective action as applicableConduct meetings with shift supervisors, assistant managers, and front-line staff to resolve day-of complaints related to the provision of servicesWork closely with Airport Development Technical Services’ Response Managers to identify, report, and resolve building deficiencies impacting operations, and the passenger experience (washroom fixtures, lighting, millwork, paint, flooring etc. )Identify and facilitate resolution of customer or tenant issues that are roadblocks to customer satisfaction. Responsible for researching service issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and/or complete customer satisfactionMonitor and ensure service providers inclusive of (facility cleaning, baggage cart, waste disposal, pest control) are operating safely and within compliance of the terms and conditions of the contractReport and initiate corrective actions as appropriateValidate and ensure required resourcing is in place to meet operational demandsMeasure and report against agreed to key performance indicators, service level standards and procedural / SOP compliance (both qualitative and quantitative) with the objective of consistently delivery best in class service deliveryMonitor and evaluate the effectiveness of current, new or piloted programs through installation and implementation, find opportunities for continuous improvementPerform regular or ad hoc inspections of all facilities or assigned work areas to ensure space is meeting our expected customer service level requirements and/or agreed upon Service Level Agreements e. g problems with moving devices, overall cleanliness of the Terminals and curbs, equipment/systems problemsMeet daily with contractors to identify day of operational goals, abnormalities, peak periods and outstanding issues from previous shiftEngage contractor to discuss and execute against ASQ business plansPerform terminal inspections, identify, initiate, and track work orders to address any building deficiencies.Maintain electronic reports to avoid duplication, drive efficiency and ensure work completion in coordination with ADTSMonitor public tenant spaces, terminal activations, advertising and promotional spaces to ensure compliance with lease agreements (cleanliness, seating condition, lighting, and general condition of installation) and report on and escalate as neededReport emergency repairs, and vandalism to the Airport Operation Control Centre for appropriate escalation and dispatchAttend regularly scheduled or ad-hoc meetings with airport tenants including Airlines and Government Agency partners to ensure non-operational / back-office spaces are being cleaned as per service standards. Correct any deficiencies as observed and escalate repairs as requiredIn coordination with contracted service providers, develop, implement, and communicate irregular operations plans to Airport Operation MOs and other GTAA departmentsSupport T1 and T3 Operations Managers in providing day-of oversight and ensuring compliance with approved Terminal Activity and Terminal Work PermitsProactively identifies and addresses safety issues with Officer Public Safety Management SystemsThis unionized position is classified at the Band 6 level, with an hourly wage of $40. 50, based on a 37. 5 hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test may be administered as a part of the competitive process.Candidates with relevant external experience must provide references with their applications in order to confirm this experience.This is the role for you, if you have:Post-secondary diploma and/or degree
• with a focus on Aviation
• Business Management
• Facilities
• or Contract Management preferred3 years’ experience in airport operations or similar experience in scale and complexity3 years’ experience in a customer service or relationship management role3 years’ experience in service deliveryExperience dealing with numerous partners and government agenciesValid Ontario G Driver's LicenseObtain and retain Transportation Security ClearanceKnowledge and skills you bring, that set-you up for success:In depth knowledge of airport/airline/agency operations, layout and services in order to be flexible and able to rapidly respond to different conditions or arearsFast, efficient and effective problem solving & decision making to eliminate delays in addressing problems and efficienciesStrong decision-making skills and ability to think critically to deliver operational excellenceAbility to identify problems, gaps, trends, and bottle necksIn depth understanding of airport and airline operationsKnowledge of passenger flow processes at Toronto PearsonAbility to work independently or as part of a team to develop effective working relationshipsStrong organizational skills, self-motivated and results drivenIntermediate proficiency with MS Office 2010 suite (Word, Excel and Outlook)Strong listening skills when interacting with the team, internal and external partners to correctly interpret and respond to questions and concernsStrong customer focus and customer service skillsAbility to acquire knowledge of, and then skillfully use specific databases and software pertinent to required functionsStrong verbal and written communication skills and able to communicate with focus and convictionAbility to produce well written and sufficient reportsKnowledge of contract practices and proceduresAbility to multitask, prioritize and coordinate many simultaneous tasksDemonstrated leadership skills through collaboration across multiple functional groups, at various levelsAbility to deal with irate customers, using tact and professionalism to resolve issues/problemsAbility to solicit cooperation and agreement with others who may have conflicting prioritiesDemonstrated analytical skills, including the ability to analyze operational andcontractual information while considering the legal, business and monetary implicationsStrong organizational skills with attention to detail and ability to prioritize workThe GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.

Search all job categories at Toronto PearsonOfficer, Services and Standards, Greater Toronto Airports Authority (GTAA) - Toronto

• The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.What's in it for youAs a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.What you can expect from this position:Reporting to the Manager, Terminal Services and Standards, this position is responsible maintaining strong relationships with Service Providers and Partners across Toronto Pearson. Officer will be the day of liaison and single point of contact between GTAA and our service providers. Responsible to monitor performance and ensure effectiveness of current and new piloted programs through installation and implementation.As Officer, Services and Standards, you will:Develop and maintain strong working relationships with Contracted Service Providers and Partners possessing a proven understanding of the provisions and requirements of all applicable contractsServe as the day of liaison, integrator, and single point of contact between the GTAA and the service provider for the prioritization and execution of work during regular and irregular operationsCollect and disseminate information such as flight schedules, construction activity, weather and other pertinent information that could impact or reprioritize the day-of delivery of contracted servicesEngage and manage relationships with key partners (Airlines, CBP, CBSA, CATSA, tenants, retail, food and beverage providers etc) to validate the provision of services and implement corrective action as applicableConduct meetings with shift supervisors, assistant managers, and front-line staff to resolve day-of complaints related to the provision of servicesWork closely with Airport Development Technical Services’ Response Managers to identify, report, and resolve building deficiencies impacting operations, and the passenger experience (washroom fixtures, lighting, millwork, paint, flooring etc. )Identify and facilitate resolution of customer or tenant issues that are roadblocks to customer satisfaction. Responsible for researching service issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and/or complete customer satisfactionMonitor and ensure service providers inclusive of (facility cleaning, baggage cart, waste disposal, pest control) are operating safely and within compliance of the terms and conditions of the contractReport and initiate corrective actions as appropriateValidate and ensure required resourcing is in place to meet operational demandsMeasure and report against agreed to key performance indicators, service level standards and procedural / SOP compliance (both qualitative and quantitative) with the objective of consistently delivery best in class service deliveryMonitor and evaluate the effectiveness of current, new or piloted programs through installation and implementation, find opportunities for continuous improvementPerform regular or ad hoc inspections of all facilities or assigned work areas to ensure space is meeting our expected customer service level requirements and/or agreed upon Service Level Agreements e. g problems with moving devices, overall cleanliness of the Terminals and curbs, equipment/systems problemsMeet daily with contractors to identify day of operational goals, abnormalities, peak periods and outstanding issues from previous shiftEngage contractor to discuss and execute against ASQ business plansPerform terminal inspections, identify, initiate, and track work orders to address any building deficiencies.Maintain electronic reports to avoid duplication, drive efficiency and ensure work completion in coordination with ADTSMonitor public tenant spaces, terminal activations, advertising and promotional spaces to ensure compliance with lease agreements (cleanliness, seating condition, lighting, and general condition of installation) and report on and escalate as neededReport emergency repairs, and vandalism to the Airport Operation Control Centre for appropriate escalation and dispatchAttend regularly scheduled or ad-hoc meetings with airport tenants including Airlines and Government Agency partners to ensure non-operational / back-office spaces are being cleaned as per service standards. Correct any deficiencies as observed and escalate repairs as requiredIn coordination with contracted service providers, develop, implement, and communicate irregular operations plans to Airport Operation MOs and other GTAA departmentsSupport T1 and T3 Operations Managers in providing day-of oversight and ensuring compliance with approved Terminal Activity and Terminal Work PermitsProactively identifies and addresses safety issues with Officer Public Safety Management SystemsThis unionized position is classified at the Band 6 level, with an hourly wage of $40. 50, based on a 37. 5 hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test may be administered as a part of the competitive process.Candidates with relevant external experience must provide references with their applications in order to confirm this experience.This is the role for you, if you have:Post-secondary diploma and/or degree
• with a focus on Aviation
• Business Management
• Facilities
• or Contract Management preferred3 years’ experience in airport operations or similar experience in scale and complexity3 years’ experience in a customer service or relationship management role3 years’ experience in service deliveryExperience dealing with numerous partners and government agenciesValid Ontario G Driver's LicenseObtain and retain Transportation Security ClearanceKnowledge and skills you bring, that set-you up for success:In depth knowledge of airport/airline/agency operations, layout and services in order to be flexible and able to rapidly respond to different conditions or arearsFast, efficient and effective problem solving & decision making to eliminate delays in addressing problems and efficienciesStrong decision-making skills and ability to think critically to deliver operational excellenceAbility to identify problems, gaps, trends, and bottle necksIn depth understanding of airport and airline operationsKnowledge of passenger flow processes at Toronto PearsonAbility to work independently or as part of a team to develop effective working relationshipsStrong organizational skills, self-motivated and results drivenIntermediate proficiency with MS Office 2010 suite (Word, Excel and Outlook)Strong listening skills when interacting with the team, internal and external partners to correctly interpret and respond to questions and concernsStrong customer focus and customer service skillsAbility to acquire knowledge of, and then skillfully use specific databases and software pertinent to required functionsStrong verbal and written communication skills and able to communicate with focus and convictionAbility to produce well written and sufficient reportsKnowledge of contract practices and proceduresAbility to multitask, prioritize and coordinate many simultaneous tasksDemonstrated leadership skills through collaboration across multiple functional groups, at various levelsAbility to deal with irate customers, using tact and professionalism to resolve issues/problemsAbility to solicit cooperation and agreement with others who may have conflicting prioritiesDemonstrated analytical skills, including the ability to analyze operational andcontractual information while considering the legal, business and monetary implicationsStrong organizational skills with attention to detail and ability to prioritize workThe GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.

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