Manager, Terminal Services and Standards

6 months ago

Toronto, Canada GTAA Full time

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 you**

As 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.

**Position Summary**:
Under the general oversight of the Associate Director, Terminal & Groundside Planning, The Manager Terminal Services and Standards is responsible for the development and management strategy of building cleaning and waste management, waste disposal, pest control, and baggage cart service contracts. The incumbent will ensure that these, and related programs, are implemented with the objective of delivering best-in-class services to the >50 Million passengers, employees, and general public utilizing Toronto Pearson on an annual basis. The Manager will develop standards, provide guidance, inspect and ensure compliance with standards for the Greater Toronto Airport Authority’s (GTAA) assets and manages third party contracts in the delivery of these services valued at >$30 million annually.

**Key Accountabilities**:

- Establish, and manage, annual departmental budgets and forecasts (~$30M)
- Engage airport customers and tenants to ensure contractor performance is meeting expectation
- Negotiate, approve, and implement contract changes resulting from the addition of scope, infrastructure changes, environmental changes, and growth
- Drive efficiency through innovation and technology both mechanical and technological to increase productivity, reduce consumption and environmental impact
- Identify patterns, problem areas, and gaps in service, manage non-compliance, engage vendors to develop and implement corrective actions, measure compliance
- Assess ASQ (Airport Service Quality) and other customer satisfaction data to evaluate continuous improvement opportunities
- Identification of gaps / hazards and the development of mitigation strategies driving towards a zero-injury safety index
- Ensure contracted service providers adhere to and support the Terminal and Groundside Safety Program
- Foster and maintain strong partnerships with customers and vendors based on the principals of accountability and clear lines of communication
- Align on key priorities centered around delivering operational consistency, resiliency and performance
- Influence building design standards to ensure surfaces and finishes are resilient and easy to access, clean and maintained to ensure customer satisfaction, employee and passenger safety
- Collaborate with peers and understand and assess future contracted service requirements
- Develop contract scope, create service standards and evaluation criteria with the objective of delivering innovative services by globally recognized vendors and suppliers
- Lead RFP initiation, execution, award, and seamless contract transition within a complex unionized environment
- Deliver on the people pillar to support and further the business’ vision through building and development of diverse, multi-skilled teams

**Qualifications**:

- Post-secondary diploma in Aviation, Business Management or relevant field
- 5 years of experience in business and/or aviation management
- 3+ years of people leadership experience
- 3+ years experience preparing and managing large-scale service contracts in a complex environment
- 3+ years experience in airport terminal operations or airline terminal operations or similar 24/7 business environment
- Demonstrated experience in a customer centric environment
- Obtain and retain a Transportation Security Clearance

**Knowledge, Skills and Abilities**:

- Knowledge of Contracting practices, procedures and management/administration
- Knowledge of accounting, data and administrative management practices and procedures
- Strong verbal and written communication skills; able to communicate with clarity, focus, and conviction
- Active listening skills: understanding, patient, impartial, possess the ability to identify and interoperate tone, ideas, non-verbal communication.
- Negotiation skills: Work with others to find a mutually agreeable outcome
- Strong problem-solving skills: able to identify appropriate goals, objective or desired end state, including avoiding situations or events. Further, abl

  • Operations Terminal Manager

    6 months ago

    Toronto, Canada Hudson Full time

    **Grow With Us!** Hudson is North America's leading travel retailer. For over 30 years, Hudson has met the needs and wants of travelers in more than 1,000 duty-free, duty-paid, and food & beverage stores. **What we will offer you**: - Competitive Salary - Hudson PerkSpot Discount - 20% Hudson Employee Discount - 50% Hudson Food and Beverage Discount -...

  • Officer, Services and Standards

    6 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    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 1,800 GTAA employees are working to create a next-generation airport by...

  • Terminal Operations Specialist

    2 months ago

    Toronto, Canada Nieuport Aviation Full time

    **About the Organization**: Nieuport Aviation owns and operates the passenger terminal at the award-winning Billy Bishop Toronto City Airport (YTZ). Backed by significant international expertise in managing aviation infrastructure, we are committed to world-class customer service for the airport’s passengers. In addition to managing the terminal, Nieuport...

  • Terminal Operations Specialist

    6 months ago

    Toronto, Canada Nieuport Aviation Full time

    **About the Organization**: Nieuport Aviation owns and operates the passenger terminal at the award-winning Billy Bishop Toronto City Airport (YTZ). Backed by significant international expertise in managing aviation infrastructure, we are committed to world-class customer service for the airport’s passengers. In addition to managing the terminal, Nieuport...

  • Manager, Terminal T1/t3

    6 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    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 1,800 GTAA employees are working to create a next-generation airport by...

  • Terminal Service Representative

    3 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    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...

  • Terminal Service Representative

    6 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    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 1,800 GTAA employees are working to create a next-generation airport by...

  • Manager Operations, Terminals

    6 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    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 1,800 GTAA employees are working to create a next-generation airport by...

  • Terminal Operator

    6 months ago

    Toronto, Canada ExxonMobil Full time

    The success of our upstream, downstream and chemical, and corporate divisions is the result of the talent, curiosity and drive of our people. They bring solutions every day to optimize our strategy in energy, chemicals, lubricants and lower-emissions technologies. Imperial honours diverse backgrounds so we can be a place where people can bring their full...

  • Terminal Manager

    6 months ago

    Toronto, Canada UPM Full time

    Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees...

  • Airport Terminal Planner Lead

    2 weeks ago

    Old Toronto, Canada Stantec Consulting International Ltd. Full time

    About StantecStantec Consulting International Ltd. is a leading integrated design practice committed to creating sustainable designs for the built environment.We take pride in our innovative and collaborative approach to projects, which enables us to deliver exceptional results.As we continue to grow, we are seeking talented architects to lead our airport...

  • Manager Operations, Terminals

    2 months ago

    Toronto, Canada Greater Toronto Airports Authority Full time

    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...

  • Manager, Standards

    6 months ago

    Toronto, Canada HUB International Full time

    About The Role What You’ll Do **Broker Standards**: Educate Ontario regional colleagues on Hub Ontario Broker Operations Standards Ensuring compliance with regulatory bodies (RIBO, FSRA, CSIO, CISRO), including development of new best practices in response to regulatory changes. Review quarterly file audit reports, identify areas of improvement, and...

  • Lead Commerce Experience Manager, Stripe Terminal

    4 weeks ago

    Toronto, Ontario, Canada Stripe Full time

    About UsAt Stripe, we're building a financial infrastructure platform that enables businesses to thrive in the digital economy.We're looking for a talented Commerce Experience Manager to join our Terminal team and help us shape the future of online payments.

  • Product Manager, Terminal Commerce

    6 months ago

    Toronto, Canada Stripe Full time

    Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a...

  • Commerce Experience Lead, Terminal Growth

    4 weeks ago

    Toronto, Ontario, Canada Stripe Full time

    About StripeStripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet.About the teamTerminal helps our users extend...

  • Manager, Retail Standards

    4 months ago

    Toronto, Canada Staples Full time

    **Some of what you will do**: The Manager, Retail Standards will be an important member of the Retail Operations Team, leading the development and enhancement of operational effectiveness and efficiencies that enable stores to focus on and optimize business growth. The manager will have a constant focus on improving existing and future state operations...

  • Cybersecurity Standards Manager

    2 weeks ago

    Old Toronto, Canada Mastercard Full time

    Job Summary:Cybersecurity is a critical aspect of the financial services industry. As a Director, Product Management-Cybersecurity Standards, you will play a key role in defining, developing, and managing cutting-edge cybersecurity standards tailored to meet the unique regulatory, compliance, and operational needs of the financial services industry.About...

  • Director, Client Services

    2 months ago

    Toronto, Canada Lumenus Community Services Full time

    This position oversees a cluster of programs that offer a wide range of high quality community based services including individual, family, and group supports across the developmental spectrum, birth to young adulthood and their care network. The programs also ensure engagement and consultation to our local communities. The portfolio innovatively offers...

  • Engineering Manager, Payment and Commerce Experience

    6 months ago

    Toronto, Canada Stripe Full time

    Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering...