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, 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, Terminal T1/T3, this role is responsible for supporting the Terminal Facilitation team with Documentation, Contracts & Budget, Planning and Training and all communications with internal and external partners. The successful candidate will ensure successful transition of projects to the Terminal Operations team.
As a Senior Representative, Terminal Facilitation, you will:
- Meet and work with internal and external partners to identify changes to requirements and draft/modify Plans of Operations, Standard Operating Procedures (SOP)
- Work with Internal and External partners to identify and draft requirements for scope of services and changes to scope of services for the Operational Support Representative (OSR) and Facility Support Agent (FSA) contracts
- Support Manager in the execution of EOI and RFP processes
- Identify, implement, and review any potential deficiencies or deviation to plans based on internal and contractor feedback or observations/audits
- Audit contractor personnel for compliance with contract obligations as well as compliance with GTAA plans, procedures and processes
- Provide and implement recommendations for any deficiencies identified during the auditing process
- Review daily reports to track and identify trends, investigate any non-compliance issues and provide solutions to correct negative trends
- Review and process invoices related to contracts or events for the Terminal Facilitation team
- Administer the Terminal Facilitation team budget
- Ensure Terminal Operations “ready to access” information is accurate and up to date (i.e. counter allocation, passenger volumes, phone lists, phone contact books, active TWPs that impact the shifts/operations, etc.)
- Schedule training and audit training records for third party contractors for compliance
- Review pre-plan counter allocation and adjust to avoid overlap, conflicts and maintain clear passenger flow
- Attend meetings, briefings and project briefings on behalf of the T1/T3 Managers
- Draft and communicate weekly updates to the Terminal Operations team
This unionized position has an hourly wage of $44.63, based on a 37.5-hour work week. If you are the selected candidate, you must be available to commence the duties of the position once a selection decision has been made. As part of the competitive process, you will be required to complete a test.
This is the role for you, if you have:
- A post-secondary Diploma/degree with a focus on Aviation Management and/or Business Management and/or equivalent combination of education and work experience.
- Five (5) years' experience in Airport/Airline/Ground Handler operations or similar experience in scale and complexity
- Five (5) years' experience in relationship management with numerous partners, airport operators
- Experience in implementing and monitoring data and contract management systems in an operational environment
- Experience in conducting audits, investigations and service assessments
- Experience in data collection, analysis and identifying trends as well as presenting this information in a succinct format to an internal and external audience
- Experience in developing Plans of Operations, Service Level Agreements and Operating Procedures
- Advanced proficiency in MS Office suite
- A valid Ontario Provincial Driver’s License
- Ability to obtain and retain a Transportation Security Clearance
Knowledge and skills that will set you up for success:
- Knowledge of all aspects of contract scope, contractor requirements and GTAA responsibilities, policies and procedures and ability to apply them
- Ability to maintain concentration and attention to detail, especially in critical airport operational and security sensitive areas where care and judgment are essential
- Ability to conduct investigations and determine and assess physical, operational and behavioural factors
- Superior written and verbal communication skills
- Strong decision-making skills and ability to think critically to deliver operational excellence
- Ability to multitask, prioritize and coordinate many simultaneous tasks
- Knowledge of contract, tender practices and procedures
- Strong organizational skill with attention to detail and ability to prioritize work
- Superior ability to meet multiple tight timelines
- Ability to analyze audit reports, draft responses and recommendations to ensure operational quality assurance, and resolve conflicting views by presenting convincing rationale and process application
- Ability to design and develop training using a variety of methods
- Ability to develop and conduct train-the-trainer courses for Terminal Services, Contractors and other internal and/or external partners
- Strong knowledge and application of proven project management techniques
- Ability to compile, assess and analyze information and determine the required training solutions
- Effective relationship building skills with a proactive approach to delivering high quality customer service and working productively with others
- Excellent customer service, conflict resolution oral and written communication skills
- Computer (Microsoft Office – Word, PowerPoint, Excel) and writing skills required to facilitate preparation of reports, procedures, training plans, directives, training records and other documents
- Knowledge of the physical layout of the airport (inclusive of sectors); airport operations including Terminal/Airside Operations and layouts, Air Carrier activities, policing and security organizations, tenant and passenger activities is an asset
- Ability to work independently
