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Manager, Terminal T1/t3

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. Approximately 1,400 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson.** **The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment**.** Join us on our accelerated journey in creating the airport of the future in a smart, healthy and profitable way.

***

**What's in it for you**

We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

**Position Summary**:
Reporting to the Associate Director, Terminal and Groundside Planning, the Manager, Terminal is accountable for the performance of the Terminal Facility (Terminal 1 and Terminal 3) inclusive of standards, key terminal processes and passenger flows. The incumbent leads the team of Terminal Activity, the Passenger Navigation team, the Customer Service Quality team, the Lost & Found team.

**Key Accountabilities**:

- Ensure our business partners that operate within the Terminals implement their plan of operation, training plans and disruption plans and follow up on process failures, IROPS, contingencies and non conformances
- Manage key terminal processes (CATSA, CBSA, US CBP, Baggage, etc.) for passenger flows, by defining, measuring and analyzing their productivity and effectiveness with a view to make decisions that innovate, improve and optimize the efficiency of the operation and elevate the passenger experience
- Develop and implement effective solutions to improve and ensure the sustainability of the Total Quality Management (TQM) of the Terminal Facility including; performance, aesthetics, reliability, passenger communication, conformance to regulatory and corporate standards, serviceability of all terminal operations assets (i.e. moving devices, check-in counters, flows, stanchion plans, etc), Airport Operations Passenger facing programs and products such as the Airport Customer Assistance Program (ACAP, etc)
- Develop and communicate Terminal plan of operations, Irregular Operations (IROPS) plans, operational contingencies, business continuity and construction mitigation plans to ensure seamless operations with mínimal to no impact to the passengers
- Coordinate construction and programing activities within the terminal and the wayfinding program
- Lead the Customer Service Quality system and resolve conflicts or complaints from customers and employees
- Facilitate the transition and execution of AO programs from development to implementation, including the assignment of operational employees and resources
- Prepare and implement the planned work for operational employees within a specific Terminal and Standard Operating Procedures (SOP’s) for demand for operational employees within a specific Terminal
- Provide input into strategic operational decisions such as technologies, long-term labor and equipment, facility location decisions, and long-term capacity to meet the customers and agency needs/requirements
- Establish and implement processes and procedures aligned with airline, government agency, and internal customers focused on delivering operational excellence
- Develop and implement effective solutions to drive performance and operational integrity while identifying patterns, opportunities, and/or gaps in service delivery
- Be the single point of contact for airlines and agencies to identify Terminal operational performance and TQM concerns
- Make decisions that drives a culture of accountability to resolve systemic Terminal Operations issues with our business partners
- Management and administration of contracts, as assigned, including the renewal process (RFP, evaluation, and award); establishment of performance standards and Service Level Agreements (SLA); reporting on performance standards and SLA; and control of the contract budget

**Qualifications**:

- Post-secondary diploma in Aviation Management; Business Management, or relevant field
- 5 Years of experience in business/aviation management
- Minimum five (5) years demonstrated experience working in a customer centric environment
- Minimum three (3) years’ leadership experience leading small teams of 4-10 people
- Obtain and retain Transportation Canada Security Clearance
- Valid G Drivers License

**Knowledge, Skills and Abilities**:

- Ability to quickly learn and navigate in a highly regulated, complex environment with multiple partners
- Proven relationship management skills with partners with demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external partners to achieve results with diplomacy and tact
- Knowledge of regulatio