Operations Manager

Operations Manager - YVR Airport

**Overview**:
We are North America's leading security and facility services provider with approximately 300,000 service personnel. At Allied Universal(R), we pride ourselves on fostering a promote from within culture. There are countless examples of individuals who began their career as Security Professionals and today hold positions on our senior leadership team. We offer medical, dental and vision coverage, life insurance, employee assistance programs, company discounts, perks and more for most full-time positions Start your phenomenal career with Allied Universal today

**SUMMARY**:
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 ensure effective operations support and maintain 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. This position is a key driver for fostering a workplace culture aligned with G4S Aviation core values: Integrity, Service Excellence, and Teamwork. The Operations Manager is responsible for up to 40 Service Delivery Managers and Screening Officers.

**ESSENTIAL JOB DUTIES AND RESPONSIBILITIES**: that may typically be assigned to this position include but are 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 HR 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

**QUALIFICATIONS**:

- 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
- 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
- Must be eligible to attain and maintain the appropriate level of Federal and Transport Canada security clearance

**SKILLS**:

- Efficiency In Oral And Written Communication
- Leadership, Coaching, Mentoring, Motivating
- Support Through