Manager of Operations, Baggage (Term Opportunity - One Year)

 Toronto Pearson is transforming. Now’s the time for your career to fly.

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners.  Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you?

• An opportunity to grow, develop, and thrive within a dynamic, and fast-growing company alongside thoughtful and passionate individuals dedicated to their work and community  
• Comprehensive benefits, including a flexible retirement program with employer matching, along with voluntary savings options (RRSP, TFSA, and Non-Registered Savings Plans)
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program

What can you expect from this position?

Reporting to the Associate Director, Baggage Services, this position will facilitate the flow of baggage to and from the aircraft by leading all aspects of “Day of” activities, including continuous engagement with both internal and external partners to ensure a successful baggage product is delivered. The MO, Baggage, proactively monitors Apron, Terminal, and Baggage systems activity and performance, supervises activities in the baggage control room, and actively monitors BHS/HBS performance, Baggage Programs, Baggage IT, Common Handler, and Resiliency contractors’ delivery of services, raising issues as necessary. In addition, the MO, Baggage, will also manage unionized GTAA staff on shift and provide the necessary leadership to ensure successful operations. This position is on a rotating shift covering 24/7 operations.

As Manager of Operations, Baggage, you will:

• Own ‘Day-of’ Baggage operations, Single Point of Contact for baggage operations.
• Champion health and safety and report SMS incidents where appropriate.
• Maintain situational awareness related to people, planes, and baggage flows and integrity of baggage delivery at all times.
• Lead and mentor ‘Day-of’ teams to ensure safe and secure ‘Day-of’ operations, including identification and resolution of complex situations, implementing IRROP procedures as required, and returning to normal as soon as possible.
• Engage and lead a varied team of resources and ensure sufficient deployment during both a regular daily operation and IRROPS situations.
• Ensure a successful day including a solid knowledge of important metrics and SLAs to ensure compliance.
• Monitor and report on important metrics daily and when targets are not met, take action to bring systems back into compliance.
• Proactively monitor IT & OT systems to analyze operational data to guide ‘day-of’ decision making, identify and correct operational issues, and identify areas for improvement.
• Participate in operational conference calls as it relates to baggage operations.
• Establish consistent communication to ensure the AOC (Airport Operations Center) and ADM (Airport Duty Manager) maintain airport-wide situational awareness.
• Provide consistent and reliable feedback to Functional Managers regarding employee performance.
• Establish and facilitate briefings and post event “hot washes” when applicable and recommend debrief, if required
• Proactively monitor situations that are specific to baggage operations to ensure they do not advance into impacting the airport as a whole and provide necessary communications as required.
• Work collaboratively with our internal maintenance teams, IT teams, and contractors to resolve equipment issues in a timely manner.
• Ensure compliance with all GTAA policies.

This is the role for you, if you have:

• Minimum 3 years’ experience in an airport environment or similar demonstrated experience serving a large and complex customer base.
• Minimum 3 years of people management or leadership experience; building impactful, highly skilled and motivated teams.
• Ability to work in a fast paced and dynamic work environment, where communication and a bias towards action is key.
• Consistent record of being able to collaborate and effectively communicate overall operational awareness.
• Demonstrated ability to influence and collaborate cross functionally in a unionized environment, as well as with external partners to achieve results.
• Problem solving skills with the ability to provide solutions to address the situation.
• Strong decision-making skills and a sense of urgency to deliver operational excellence.
• Ability to work on a rotating shift covering 24/7 operations.
• Valid Ontario G Driver’s License.
• Ability to obtain a D/A AVOP (Airside Driver’s license).
• Post-Secondary degree or diploma or a combination of education and experience.
• Ability to obtain and retain Transportation Security Clearance at the designated level for the position.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive