Manager Operations, Terminals

5 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 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**:
Reporting to the Associate Director, Terminal Operations, the Manager, Operations Terminal is accountable for coordinating and leading the day to day operational and customer service activities at Toronto Pearson. Responsible in ensuring a seamless flow for the passengers, achieving service level agreements contributing to on time performance for our airline partners, this role leads a “day-of" operational team in a matrixed environment charged with delivering best in class customer service, operational excellence, safety and security.

**Key Accountabilities**:
**_ Service Delivery_**
- Manage changing priorities and effectively oversee the management of emerging operational issues - communicate and mobilize the team for response.
- Identify operational trends, engaging the team to formulate solutions/recommendations and overseeing the planning and execution.
- Responsible for high level decision making for day-of operations and timely communication to day of team and other management as required.
- Identify, prioritize and execute against changing needs, assign resources as needed.
- Identify patterns, problem areas, and gaps in service delivery and make suggestions for improvement.
- Develop and implement effective solutions to drive performance and operational integrity.
- Delegating responsibilities, as required.
- Pro-actively anticipate issues and mitigate before issues impact passengers and customers.
- Resolve conflicts or complaints from customers and employees.
- Analyze information and processes and develop improvements to optimize the efficiency of the operations.
- Generate reports and present information to upper-level managers or other parties.

**_People Leadership_**
- Drive strategic clarity by ensuring people understand how the 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 build collaboration opportunities.
- Lead people by providing coaching and guidance through meaningful feedback on daily tasks.
- Execute flawlessly by clearly defining what expectations and success looks like in order to foster a positive, healthy and safe work environment in accordance with all appropriate legislation and regulations.

**_Relationship Management_**
- Develop and maintain strong relationships with customers and partners to drive operational performance.
- Provide effective and inspiring leadership for Toronto Pearson’s airlines, agencies, and partners that creates a shared vision and works with them to deliver results every day.

**Qualifications**:

- Must have a post-secondary degree or diploma in Aviation Management; Business Management or Logistics, and/or
equivalent work experience
- Minimum 5 years demonstrated experience working in a large and sophisticated customer base
- Minimum 3 years’ leadership with people management experience, preferable in a matrix organization and multiple
operations experience
- Ability to work rotational shift work (day, evening and weekend)
- Obtain and retain a Transportation Security Clearance

**Knowledge, Skills and Abilities**:

- Ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external
partners to achieve results.
- Excellent communication skills to effectively reach a broad audience of internal and external customers, guests and other key partners.
- 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.
- Ability to coach and performance manage a large team.
- Solid business insight and business improvement attitude to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective action.

The GTAA is a federally-regulated private se

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