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Pass Office Professional
2 weeks ago
The OrganizationThe Winnipeg Airports Authority (WAA) is a community-based, non-share capital corporation that operates, manages, maintains, and invests in the Winnipeg Richardson International Airport and affiliate businesses.WAA is a critical player in the development of one of Canada's strategic transportation hubs. As a perennial "Manitoba Top Employer", WAA prides itself as an organization that attracts engaged employees with the right combination of skills, values, and attitude to help us achieve our mission of connecting communities. Job Title: Pass Office ProfessionalReports to: Manager, Service Delivery Type: Permanent, Full-TimeClosing Date: October 8, 2025The OpportunityReporting to the Manager, Service delivery, the Pass Office Professional is responsible for managing daily appointment requests, issuing Restricted Area Identification Cards (RAIC), providing guidance to applicants, and maintaining associated records for all airport employees. This role plays a critical part in airport security by performing audits, ensuring regulatory compliance under Transport Canada, and upholding strict confidentiality protocols. The pass Office Professional ensures precise access control management, contributing to a secure airport environment for employees, stakeholders, and the traveling public.Responsibilities include: Serve as the first point of contact for complex customer inquiries, concerns, and escalations, and apply effective conflict resolution strategies as neededProvide clear support and education to applicants seeking airport access or security clearanceEducate applicants on security protocols and guide them through compliance requirementsMaintain expertise in all pass/permit issuance protocols and guide them through compliance requirementsVerify accuracy and completeness of submitted documentation, ensuring compliance with Transport Canada regulations and Winnipeg Airports Authority (WAA) standardsMaintain individual client accounts by recording relevant data and addressing discrepancies promptlyHandle personal information with a high level of confidentiality and professionalismConduct regular audits, maintain comprehensive records, and ensure adherence to property control proceduresEnsure ongoing compliance with all Transport Canada regulations and WAA policiesComplete daily activity logs, shift reports, and incident/occurrence reports accurately and in a timely mannerEscalate incidents or operational challenges to the leadership team as appropriate Selection Criteria include: High school diploma (Grade 12) or equivalent level of educationExcellent verbal and written communication skillsProfessional and courteous demeanor when interacting with internal and external clients, stakeholders, and the public, regardless of work environment changesDemonstrates sound judgement and the ability to make independent, reasonable decisions without direct supervisionStrong analytical skills and the ability to evaluate complex situations and make data-driven decisions aligned with operational goalsProactive, with the ability to anticipate needs and outcomes to stay ahead of operational developmentsCollaborative team member who readily offers support and contributes to shared objectivesDemonstrates advanced proficiency in adopting and adapting to new technologies and acquiring new technical skillsStrong attention to detail, critical thinking, active listening, communication and project management abilitiesExperience working in highly regulated environmentsExperience in dispatching and resource managementExperience with emergency response protocols and operational proceduresProven conflict resolution and de-escalation skillsFamiliarity with Transport Canada regulations and Winnipeg Airports Authority policiesAwareness of the role of data analysis in identifying anomalies and trends during auditsStrong understanding of cybersecurity best practices when handling sensitive applicant informationWork with usHighly competitive salary.Full Benefits package of Health, Dental & Vision.DC Pension Plan.Healthcare Spending Account to use on additional benefit expenses.Lifestyle Spending Account to use on Wellness expenses such as health and fitness.Employee Assistance Program.Supported Training & Development opportunities.Opportunity to work with a high functioning team of professionals working on a diversified portfolio.Proud to be named one of Manitoba's Top Employers annually since 2011Condition of employment is the ability to obtain and maintain an Airport Restricted Area Identification Card. Winnipeg Airports Authority is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility. We encourage all qualified applicants experiencing barriers to equity to self-identify in their application. Accommodations are available upon request during the assessment and selection process
