Director, Operations
1 month ago
Director, Operations
The Director, Operations is a frontline leadership position that is responsible for maintaining strong working relationships with first line supervision (Operations Managers, Service Delivery Managers, Trainers, and Compliance Officers), Screening Officers, as well as the counterpart Manager of Service Delivery (MSD) within CATSA. The Director, Operations will be an important source of information used to adjust our People and Culture practices from a talent acquisition, and a training and development perspective.
Responsibilities
- Be the eyes and ears on the floor for the Senior Leadership Team.
- Maintain operational excellence to ensure operational objectives as set out in the SLAs are met
- Monitor performance of Operations Managers in regard to the efficiency and effectiveness of screening operations.
- Provide leadership, mentoring, and support to Operations Managers.
- Lead performance reviews for Operations Managers.
- Must exercise an innate understanding of customer service excellence and be able to respond to complaints as they are escalated and provide support where required.
- Must be expertly trained and proficient in performing emergency and/or incident response when escalations are required.
- Collaborating with our Operations Centre, Compliance, and Training Departments to provide guidance and feedback on continuous improvement.
- Building and maintaining strong working relationships with employees and key stakeholders, including CATSA and Union representatives.
- Aligning all operational screening roles with Paladin's CARE culture to drive continuous improvement, accountability, respect and excellence.
- Minimum of 7 years management experience, managing a large workforce.
- Previous experience managing unionized employees would be an asset.
- Leadership, mentoring, and team management skills.
- Ability to navigate through difficult conversations and get buy-in from stakeholders.
- Previous experience in aviation security or a related field.
- Strong organizational and communication skills
- Ability to analyze data and make strategic decisions in real-time
- Familiarity with aviation industry regulations and standards
- A related diploma or bachelor's degree would be considered an asset
- Ability to acquire Transportation Security Clearance (TSC)
This role is fully based at the Vancouver International Airport (YVR).
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
Paladin Airport Security Services Ltd. (“PASS”) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Airport Security Services Ltd. (“PASS”). is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.
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