Operations Manager International Airport

Airports are gateways to the world and our Allied Universal team is leading the way.

As a member of the Allied Universal Aviation Team, you will have the distinct opportunity to learn and grow in a fast-paced environment. We understand the importance of this role and are looking for team members who want to safeguard their communities, while learning critical skills, beyond security, that will help them create long-lasting careers.

Reporting to the Operations Director, the Operations Manager is responsible for implementing the operational plans for the Vancouver International Airport. The position provides leadership and demonstrates sound personnel management practices to provide effective operations support and maintain strong stakeholder relations. In addition to checkpoint management, this position also supports Operation in areas such as recruitment and selection. The Operations Manager directly manages and mentors Service Delivery Managers and the Screening Officers and would be accountable for promoting a positive workplace culture that is built on a foundation of diversity and inclusivity.

**Role Responsibility**:
**SCOPE OF THE POSITION**:
**MAJOR RESPONSIBILITIES, but not limited to**

**Effective Operations**
- Ensures the efficient and effective day-to-day service delivery to CATSA and other stakeholders
- Executes plans to achieve KPIs and meet screening compliance targets
- Reduces the number of adverse security incidents and improves the detection of threats through the screening process by engaging staff and addressing poor performance
- Ensures compliance with standard operating procedures (SOPs), and adherence to Company policies, objectives, and goals
- Identifies operational strengths and weaknesses and takes action to improve service delivery
- Conducts security briefings and delivers key screening messages to the team; ensures daily briefings and reports are provided to the team
- Ensures that all client and stakeholders’ complaints, problems and requests are investigated and effectively resolved in a timely manner
- Establishes and maintains positive, respectful, and productive working relationships with Union representatives
- Provides feedback to Capacity and Duty Managers to improve the efficient deployment of the screening personnel
- Improves the passenger experience by reducing queue times where possible by ensuring that while security measures are paramount, that passengers are always treated with dignity and respect
- Leads and/or participates in special projects

**Employee Engagement and Performance Management**
- Provides leadership, mentoring, support to the Service Delivery Managers and Screening Officers
- Coaches, inspires and motivates team through regular communication and feedback
- Conducts regular performance reviews for their direct reports, provides regular feedback and suggestions to improve productivity and performance
- With support from the LR team, ensures correct interpretation and adherence to the collective agreement on matters including, but not limited to, workplace investigations and progressive discipline
- Issues corrective action and discipline as required up to and including termination
- Conducts workplace investigations; acts as management representative in disciplinary and grievance proceedings at Step 1

**Employee Development**
- Works in collaboration with the Training Department and their teams to maintain established training standards; identifies training needs for the members of their teams and provides input to Training and HR

**EDUCATION, EXPERIENCE AND SKILLS**:

- College or University Degree or equivalent combination of education and experience
- Five years’ experience in a management role, preferably in a unionized environment
- Two years’ experience as a Manager in an operational setting highly preferred
- Strong working knowledge of rotational shifts, site schedules, SOPs, KPIs an asset
- Working knowledge of an airport operations and environment considered a strong asset
- Understanding of attendance management program and progressive discipline is required
- Strong operational focus with the ability to act under pressure and provide creative solutions
- A solid track record of leading change with a strong drive for results
- Proven ability to work effectively with employee groups and build partnerships at all levels of the organization
- Proven ability to implement performance management / discipline with direct reports
- Ability to work shifts as required by Operations; ability to work irregular hours and attend to serious operations incidents after hours
- Strong communication, client service and consulting skills
- Strong leadership, presentation and persuasion skills
- Demonstrated ability to build influence with a range of stakeholders
- Places organizational success above individual gain
- Must be eligible to attain and maintain the appropriate level of Federal and Transport Canada security clearance

**About the