Manager, Pass

6 days 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 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.

**What you can expect from this position**:
Reporting to the Associate Director, Healthy Airport, Regulatory Compliance, Infrastructure & Innovation, this position oversees the daily operations of the Pass Permit Control Office (PPCO) which provides all employees at Toronto Pearson, that require access to restricted areas, the means of obtaining the required documentation in a timely and efficient manner. In this role you will ensure the operation is compliant with regulatory requirements while delivering exceptional customer service and operational excellence. You will provide medium-term vision and drive system, program, and process upgrades to align PPCO services with the needs of a growing 50,000-employee airport and the roll out of the LIFT Program. Further, you will serve as the primary contact for Toronto Pearson with Transport Canada Security Clearance team and the Canadian Air Transport Security Authority (CATSA) Restricted Area Identity Card (RAIC) team.

**As the Manager, Pass & Permits Office, you will**:

- Develop, implement, and maintain the end-to-end PPCO processes, including staffing, infrastructure requirements, and program enhancements with a medium
- to long-term strategic vision.
- Monitor performance metrics, conduct quality control tests, and address process failures or audit findings with corrective actions.
- Lead, train, and empower a high-performing team, fostering a culture of engagement, safety, security, and customer service aligned with GTAA’s values.
- Support ongoing staff training and the development of Plans (Regulatory and Operational plans) and Standard Operating Procedures (SOPs).
- Build and maintain relationships with regulatory partners, including Transport Canada and CATSA, as well as airport stakeholders such as airlines, tenants, and contractors and internal GTAA Departments.
- Provide leadership nationally through Transportation Security Clearance and RAIC working groups to drive efficiency and reduce processing times.
- Ensure Toronto Pearson meets all security regulatory requirements to maintain its aerodrome operator’s certificate as it applies to the controls, oversight, and issuance of all passes and permits from the PPCO
- Monitor and adapt to Transport Canada and CATSA program changes, ensuring seamless execution and mínimal impact on stakeholders.
- Lead the PPCO systems lifecycle program to prevent or minimize downtime and ensure privacy, integrity, and security of information.
- Deliver and support the rollout of the Digital Pass Office and initiatives to monetize PPCO services, working with internal teams to communicate externally.
- Forecast and allocate staffing, technology, and infrastructure resources based on operational needs and trends.
- Implement contingency strategies for special events, high-profile activities, or high-risk operations.

**This is the role for you, if you have**:

- Post-secondary diploma in Business Administration, Security Management, Business Operations, or related Field, or an equivalent combination of education and relevant work experience.
- 3-5 years proven leadership experience directly managing staff in a unionized environment and overseeing complex workflows.
- Three years experience in regulatory/compliance-driven environment; complex relationship management experience
- 3 - 5 years demonstrated management work experience in a front-line customer service -based, matrix operation.
- Three years experience managing the operational budget and mindset to cost-recovery practices combined with analytical and forecasting experience
- Able to obtain and retain Transportation Security Clearance at the designated level for the position

**Knowledge and skills you bring, that set-you up for success**:

- Demonstrated experience working in a fast paced, highly regulated environment
- Demonstrated leadership and team development experience
- Demonstrated skills and experience in forecasting and analyzing data, process optimization and strategic planning
- Excellent writt

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