Airport Screening Operations Manager

1 month ago

Kelowna, British Columbia, Canada Paladin Airport Security Services Full time
Service Delivery Manager

The Service Delivery Manager plays a critical role in ensuring the smooth operation of airport screening services. This leadership position is responsible for overseeing screening operations, identifying areas for improvement, and implementing strategies to enhance service delivery and operational efficiency.

Key Responsibilities
  • Lead and manage a team of Screening Officers to achieve daily Key Performance Indicators (KPIs) and ensure compliance with Standard Operating Procedures (SOPs)
  • Build and maintain strong relationships with stakeholders, including aviation security teams and customers
  • Conduct regular performance reviews and provide coaching and development opportunities to team members
  • Investigate security incidents and compile comprehensive reports, documenting details, timelines, and actions taken
  • Assist Screening Officers in handling operational matters, including complaints and security incidents
  • Perform essential administrative tasks to support daily operations
Requirements
  • Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR a minimum of two (2) years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, operational, or unionized environment
  • Minimum of three (3) years of work-related experience in a leadership role, preferably in the aviation security industry in a unionized environment
  • Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
  • Knowledge of relevant security and employment legislation
  • Strong operational focus, ability to work under pressure, and provide creative solutions
  • Experience in managing personnel in a unionized environment
  • Proficiency in using office software, including Word, Excel, and PowerPoint
  • Willingness to work irregular hours, shift work, and attend incidents after hours
  • Strong communication, leadership, client service, and persuasive skills
  • Fluency in French is an asset

Paladin Airport Security Services Ltd. is committed to providing a workplace culture of respect, inclusion, and diversity. We are an equal opportunities employer and welcome applications from diverse candidates. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.

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