Regional Service Delivery Manager

1 month ago

Comox, Canada Paladin Airport Security Services Full time
Regional Service Delivery Manager

The Regional Service Delivery Manager plays a pivotal role in overseeing screening operations at various checkpoints within their designated airport. This leadership position is responsible for ensuring the achievement of operational Key Performance Indicators (KPIs) while identifying areas for improvement and enhancing service delivery and operational efficiencies.

Key Responsibilities:
  • Take ownership of screening checkpoint operations and compliance
  • Build and maintain strong relationships with stakeholders in aviation security
  • Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)
  • Lead and mentor Screening Officers, promoting a positive and inclusive work environment
  • Conduct regular performance reviews and recommend employee recognition programs
  • Apply corrective measures following the progressive discipline process when necessary
  • Compile comprehensive security incident reports, documenting details, timelines, and actions taken
  • Assist Screening Officers in handling operational matters requiring escalation
  • Conduct workplace investigations with guidance from People & Culture and senior leadership
  • Perform essential administrative tasks in alignment with daily operations
Qualifications:
  • 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
  • Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
  • Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environment
  • 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 such as 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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