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Screening Operations Supervisor
2 months ago
Service Delivery Manager
The Service Delivery Manager (SDM) plays a crucial role in managing screening operations at various checkpoints, ensuring that all operational Key Performance Indicators (KPIs) are met while identifying areas for improvement in service delivery and operational efficiency. This leadership position involves overseeing a team of Screening Officers and promoting a workplace culture that values diversity and inclusivity.
Key Responsibilities
- Assume responsibility for the management of screening checkpoint operations and compliance with screening protocols.
- Establish and nurture strong relationships with stakeholders in the aviation security sector.
- Meet daily KPIs and ensure adherence to Standard Operating Procedures (SOPs).
- Guide and mentor Screening Officers, fostering a motivated and engaged workforce.
- Conduct regular performance evaluations and suggest employee recognition initiatives.
- Implement corrective actions as necessary, following the progressive discipline framework.
- Prepare detailed security incident reports, capturing essential details, timelines, and actions taken.
- Support Screening Officers in addressing operational issues that require escalation, including complaints and security incidents.
- Carry out workplace investigations with support from People & Culture and senior leadership.
- Manage essential administrative tasks in line with daily operational needs.
Qualifications
- A Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or a related field; OR a minimum of two (2) years of post-secondary education combined with one year of supervisory or managerial experience in a customer service, operational, or unionized setting.
- Capability to obtain Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance.
- At least three (3) years of relevant experience in a leadership role within protective services, preferably in the aviation security sector and in a unionized environment.
- Familiarity with applicable security and employment legislation.
- Strong operational focus with the ability to perform under pressure and devise innovative solutions.
- Experience managing personnel in a unionized context.
- Proficient in office software applications such as Word, Excel, and PowerPoint.
- Flexibility to work irregular hours, including shifts and on-call for incidents.
- Excellent communication, leadership, client service, and persuasive abilities.
- Fluency in French is an advantage.
Salary: $75,000 - $80,000
Work Hours: These positions require availability for morning, afternoon, and overnight shifts.
Paladin Airport Security Services Ltd. is dedicated to creating a safer and more welcoming environment. We prioritize a workplace culture that values respect, inclusion, and diversity. We are committed to providing accommodations for individuals with disabilities throughout the hiring process and during employment. If you require accommodations, please inform us, and we will work with you to meet your needs.
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