Greater Toronto Airports Authority Looking for Officer, Services and Standards at Toronto, Ontario, Canada Full Time

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 1,800 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.

Position Summary:

Reporting to the Manager, Terminal Services and Standards, this position is responsible maintaining strong relationships with Service Providers and Partners across Toronto Pearson. Officer will be the day of liaison and single point of contact between GTAA and our service providers. Responsible to monitor performance and ensure effectiveness of current and new piloted programs through installation and implementation.

Key Accountabilities:

• Develop and maintain strong working relationships with Contracted Service Providers and Partners possessing a proven understanding of the provisions and requirements of all applicable contracts
• Serve as the day of liaison, integrator, and single point of contact between the GTAA and the service provider for the prioritization and execution of work during regular and irregular operations
• Collect and disseminate information such as flight schedules, construction activity, weather and other pertinent information that could impact or reprioritize the day-of delivery of contracted services
• Engage and manage relationships with key partners (Airlines, CBP, CBSA, CATSA, tenants, retail, food and beverage providers etc) to validate the provision of services and implement corrective action as applicable
• Conduct meetings with shift supervisors, assistant managers, and front-line staff to resolve day-of complaints related to the provision of services
• Work closely with Airport Development Technical Services’ Response Managers to identify, report, and resolve building deficiencies impacting operations, and the passenger experience (washroom fixtures, lighting, millwork, paint, flooring etc.)
• Identify and facilitate resolution of customer or tenant issues that are roadblocks to customer satisfaction. Responsible for researching service issues to ensure all appropriate actions by other parties are being taken to resolve issue and ensure follow through until closure and/or complete customer satisfaction
• Monitor and ensure service providers inclusive of (facility cleaning, baggage cart, waste disposal, pest control) are operating safely and within compliance of the terms and conditions of the contract
• Report and initiate corrective actions as appropriate
• Validate and ensure required resourcing is in place to meet operational demands
• Measure and report against agreed to key performance indicators, service level standards and procedural / SOP compliance (both qualitative and quantitative) with the objective of consistently delivery best in class service delivery
• Monitor and evaluate the effectiveness of current, new or piloted programs through installation and implementation, find opportunities for continuous improvement
• Perform regular or ad hoc inspections of all facilities or assigned work areas to ensure space is meeting our expected customer service level requirements and/or agreed upon Service Level Agreements e.g problems with moving devices, overall cleanliness of the Terminals and curbs, equipment/systems problems
• Meet daily with contractors to identify day of operational goals, abnormalities, peak periods and outstanding issues from previous shift
• Engage contractor to discuss and execute against ASQ business plans
• Perform terminal inspections, identify, initiate, and track work orders to address any building deficiencies.
• Maintain electronic reports to avoid duplication, drive efficiency and ensure work completion in coordination with ADTS
• Monitor public tenant spaces, terminal activations, advertising and promotional spaces to ensure compliance with lease agreements (cleanliness, seating condition, lighting, and general condition of installation) and report on and escalate as needed
• Report emergency repairs, and vandalism to the Airport Operation Control Centre for appropriate escalation and dispatch
• Attend regularly scheduled or ad-hoc meetings with airport tenants including Airlines and Government Agency partners to ensure non-operational / back-office spaces are being cleaned as per service standards. Correct any deficiencies as observed and escalate repairs as required
• In coordination with contracted service providers, develop, implement, and communicate irregular operations plans to Airport Operation MOs and other GTAA departments
• Support T1 and T3 Operations Managers in providing day-of oversight and ensuring compliance with approved Terminal Activity and Terminal Work Permits
• Proactively identifies and addresses safety issues with Officer Public Safety Management Systems

This is a unionized position with an hourly wage of $40.50, 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 will be administered as a part of the competitive process.

Qualifications:

• Post-secondary diploma and/or degree; with a focus on Aviation; Business Management; Facilities; or Contract Management preferred
• 3 years’ experience in airport operations or similar experience in scale and complexity
• 3 years’ experience in a customer service or relationship management role
• 3 years’ experience in service delivery
• Experience dealing with numerous partners and government agencies
• Valid Ontario G Driver’s License
• Obtain and retain Transportation Security Clearance

Knowledge, Skills and Abilities:

• In depth knowledge of airport/airline/agency operations, layout and services in order to be flexible and able to rapidly respond to different conditions or arears
• Fast, efficient and effective problem solving & decision making to eliminate delays in addressing problems and efficiencies
• Strong decision-making skills and ability to think critically to deliver operational excellence
• Ability to identify problems, gaps, trends, and bottle necks
• In depth understanding of airport and airline operations
• Knowledge of passenger flow processes at Toronto Pearson
• Ability to work independently or as part of a team to develop effective working relationships
• Strong organizational skills, self-motivated and results driven
• Intermediate proficiency with MS Office 2010 suite (Word, Excel and Outlook)
• Strong listening skills when interacting with the team, internal and external partners to correctly interpret and respond to questions and concerns
• Strong customer focus and customer service skills
• Ability to acquire knowledge of, and then skillfully use specific databases and software pertinent to required functions
• Strong verbal and written communication skills and able to communicate with focus and conviction
• Ability to produce well written and sufficient reports
• Knowledge of contract practices and procedures
• Ability to multitask, prioritize and coordinate many simultaneous tasks
• Demonstrated leadership skills through collaboration across multiple functional groups, at various levels
• Ability to deal with irate customers, using tact and professionalism to resolve issues/problems
• Ability to solicit cooperation and agreement with others who may have conflicting priorities
• Demonstrated analytical skills, including the ability to analyze operational and
• contractual information while considering the legal, business and monetary implications
• Strong organizational skills with attention to detail and ability to prioritize work

The GTAA is a federally-regulated private sector corporation. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.

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