Director, Support Services

Director, Support Services Paladin Airport Security Services Ltd. ("PASS") provides effective and efficient screening services to ensure the safety and security of air travelers in Canada. As a Canadian-owned company, we are committed to providing friendly, respectful, and accessible services in both official languages. The **Paladin Difference**starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE If this sounds like a team that you'd like to join, we want to meet you The **Director of Support Services** for the Pacific Region will oversee Paladin's Pacific Regional Operations Centre (PROC), including the Scheduling Division and the Field Management Division chiefly responsible for the planning and delivering effective resource deployment across the region. In addition to oversight of the two Operations Centre Managers who oversee the day-to-day management of these divisions, the Director of Support Services will oversee the coordination and administration of logistics, including uniforms and equipment. The Director of Support Services will be closely aligned with the People & Culture Department and Quality Assurance Department as they relate to the administration of training and compliance of the workforce. The Director of Support Services will also be accountable for the coordination of payroll and billing support services carried out by our dedicated Financial Controller for CATSA and Team of Payroll/Billing Coordinators. Most importantly, Paladin’s Director of Support Services will serve as our "Regional Senior Resource Design Planner" for the Pacific Region and provide ultimate oversight of all scheduling and deployment operations in accordance with Schedule G - National Scheduling Framework, including: - Development, Implementation and Maintenance of timelines for Targeted Weekly Hours (TWH) Resource Deployment Schedule using an accepted Project Management Plan approved by CATSA. - Approving the final shift bids created by the Scheduling Division prior to sharing with the unions in the Pacific Region and ensuring the entire Operations Centre Team is well trained on the Collective Agreements to decrease grievances. - Collaborating with the Senior Director of People & Culture to create a Staffing Plan to be updated seasonally or twice per year for CATSA to demonstrate overall preparedness to achieve all target dates and ability to satisfy all hours of new resource deployment schedule. - Ensure the Operations Centre Team is knowledgeable about all existing Scheduling Planning Assumptions and Parameters, but also new assumptions and parameters introduced by CATSA over the contract term are maintained through a documented agreement with CATSA - Ensure the parameters and assumptions are properly accounted for and programmed into all scheduling software and Microsoft PowerBI for accurate tracking and reporting. - Scheduling and administration of breaks for screening personnel in collaboration with Operations Managers and Field Managers, as well as in accordance with collective agreements. - Scheduling and administering training, including X-ray Tutor (XRT) and Recurrent Learning Program (RLP), including new One-Hour Non-Screening Time for Screening Personnel Policy, in collaboration with the Manager of Training & Development of Paladin's dedicated People & Culture Department for CATSA. - Ensure adequate time for compliance with TASS and Shift Briefings by SDM and/or Ops Managers. - Develop a methodical and statistically proven scheduling model to pre-plan backfill for absenteeism Providing all Scheduling related reporting to CATSA as outlined in Schedule G - National Scheduling Framework, including regular reporting on the following variables: - Auxiliary Functions and break relief for PBS - A review of staffing for HBS, and NPS-T, NPS-V and NPS-A, including Break relief. - Redeployment plans for moving Screening Officers from checkpoints instead of scheduling new persons - NPS-V travel time assumptions and shuttle coordination - Identify risks, challenges, and peak operational demands for creating corresponding mitigation plans - Present TWH resource Deployment Schedules to CATSA for consensus and approval as per CATSA timelines, as well as facilitate review of what is working well and what requires improvement, including detailed corrective action plans for future Scheduling Plans. - Present scheduling plans to Operations Managers in detail and advise SDMs for awareness - Oversee the implementation and maintenance of schedules by Paladin’s Operations Centre Managers, Portfolio Resource Coordinators, Field Managers and Checkpoint Resource Coordinators.