Manager, Government Agency Programs

3 days 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 Government Agency Programs, this position is responsible for supporting Toronto Pearson in being one of the best airports in the world through leadership in creating, leading and implementing projects and programs in conjunction with your colleagues at the Greater Toronto Airports Authority (GTAA), the Canada Border Services Agency (CBSA), U.S. Customs and Border Protection (USCBP), and the Canadian Air Transport Security Authority (CATSA) towards supporting increased passenger growth and a focus on a great customer experience.

**Key Accountabilities**:

- Build and maintain day-to-day relationships and interactions with leadership at CBSA, USCBP and CATSA
- Maintain alignment with Airport Operations and other GTAA service delivery teams through effective communication and coordination to ensure seamless delivery of programs
- Lead program and project initiation and implementation in conjunction with other departments of the GTAA and the appropriate agency or agencies
- Support the implementation of GTAA projects led by other departments which require government agency participation or input
- Drive and implement continuous improvement of existing products and programs
- Identify and implement new technologies to aid with passenger processing
- Manage the GTAA’s role in various existing programs such as CBSA’s Advanced Declaration, E-gates and Primary Inspection Kiosks (PIK)),), International-to-Domestic (ITD) and International-to-International (ITI) connection processes; USCBPs “Simplified Arrival”, Mobile Passport Control (MPC), and baggage programs; and multiple aspects of CATSA’s pre-board security screening.
- Determine monthly and seasonal passenger volumes and work with the GTAA, USCBP, CBSA and CATSA to plan out appropriate resourcing requirements
- Analysis and resolution of systemic wait time and government process related issues.
- Support regulatory and policy development to improve passenger processing, with governments in Canada and the United States
- Implement CBSA, USCBP and CATSA products and services that enable Toronto Pearson to growand create a seamless travel experience
- Manage cost recovery programs that support enhanced government agency services, determine proposed deployment of purchased resources and monitor/audit the impacts of GTAA investment
- Work with the Operations Team to develop optimum flows into border services and screening processing spaces including originating and connection flows, trusted traveller and priority passengers and Nexus/Global Entry passengers

**Qualifications**:

- Post-Secondary degree or diploma, specialization in Aviation Management, Business Management or Project Management would be an asset, and/or equivalent education and work experience
- Five (5) years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base
- Three (3) years’ People Leadership experience, preferable in a matrix organization and multiple operations experience
- Valid Ontario G Driver's License
- Able to obtain and retain a Transportation Canada Security Clearance

**Knowledge, Skills and Abilities**:

- Strong understanding of airline, government agency, passenger process and baggage handling procedures as they relate to Service Delivery
- Forward thinking for new solutions and ideas to enable better passenger experience with government agency interactions and processes
- Proven relationship management skills with internal and external partners
- Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external partners to achieve results
- Solid business insights and improvement attitude to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
- Excellent communication skills and highly developed diplomacy skills to effectively reach a broad audience of internal and external customers, passengers, and other key partners
- An ability to anticipate and support the “Day of” operational team as required ensuring T

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