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!
As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.
What you can expect from this position:
Reporting to the Manager, Airline Relations, the incumbent will develop and maintain relationships between the GTAA and internal and external partners, administer and draft contracts, develop and initiate the implementation of new and innovative programs, processes and procedures to better support the air carriers and their growth at Toronto Pearson.
As a Senior Representative, Airline Programs, you will:
- Develop and maintain relationships to ensure smooth implementation of various programs, products and services at Toronto Pearson
- Work with various internal and external departments to implement new strategies, programs, processes and services.
- Work with internal and external partners to find solutions for systematic operational and non-operational issues
- Participate in meetings with the airlines and other partners as required
- Work with the Airlines, Facilities and Information Technology teams to establish contingency plans for ongoing projects impacting airlines operationally or commercially.
- Assist with the administration tasks of the various service contracts, draft contract amendments, and investigate and resolve any systemic issues impacting airlines operationally or commercially.
- Develop and maintain Standard Operating Procedures for new and existing programs and services
- Participate on Request for Proposal (RFP) evaluation committees of various service contracts.
- Provide oversight to existing contracts within the scope of the Air Carrier Service Development. This would also include the review performance and make recommendations on process and program improvements
- Work with Air Carrier community in finding ways to improve the passenger experience at Toronto Pearson
- Assist with planning and implementing of new airline strategies, projects and/or programs to assist or accelerate in passenger growth.
- Work with Airlines, Terminal Service Representatives to implement any new changes to respective programs
This unionized position has an hourly wage of $44.63, based on a 37.5-hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test may be administered as a part of the competitive process.
This is the role for you, if you have:
- Post-secondary education with Business Management, Aviation Management and/or equivalent education and/or work experience.
- 5 years’ experience in Airport Operations, Airline experience and resource allocation is an asset
- 2 years’ experience in contract oversight or management
- 5 years’ experience in Customer Service Relationship Management
- Ability to obtain and retain Transportation Security Clearance at the designated level for the position
Knowledge and skills you bring, that set you up for success:
- Knowledge of airline and airport operations; industry terminology; and airport processes and passenger flows
- Strong problem-solving skills and good judgment in a customer-centric environment
- Possess enthusiasm and initiative when attempting to avoid challenges or inconvenience to tenants and the public
- Strong communication skills (oral, written and listening) and possess a customer-service background with demonstrated decision-making, influencing and mediation skills in a complex and dynamic environment
- Excellent skills using MS Office (Outlook, Word, PowerPoint, Excel etc.) and SharePoint
- Ability to meet timelines with opposing interests of various departments
- Strong ability to concentrate and to handle multiple priorities with excellent attention to detail
- Able to respond to conflicting demands and changing priorities in a respectful manner
The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.