ASP Inc
  • 03-Oct-2016 to 30-Jun-2017 (EST)
  • Toronto, ON, CAN
  • Full Time

A.S.P. Incorporated is powered by our people. A robust team unlike any other within the security industry, we innovate, we challenge and we exceed client expectations.

A.S.P. Incorporated is a Security Service Provider for clients across Canada. We have a team unlike any other within the security industry and are currently seeking an Aviation Shift Manager in our Customer Service Division to join our team. We embrace change, challenge and continuously implement new strategies to strive for an environment which creates a culture of constant improvement.

Our integrity as a service provider helps ensure we honour all our commitments to our clients which have given us the honour to provide service to them. A.S.P. Incorporated has the experience, dedication, organization, intellectual capital and fiscal strength to offer a complete turnkey service. We continue to raise the bar, because at A.S.P., "Security Matters".

The successful candidate will be an energetic individual and will have the following qualifications and skills;

POSITION SUMMARY:

Reporting to the Operations Manager, Operational Support Service (OSR) Shift Managers are responsible for the "Day of" leadership, management, direction, supervision and coordination of a contracted Operational Support Service Delivery operation at Toronto Pearson International Airport which is focused on operational and passenger service excellence. The OSR "Day of" service delivery team consists of Shift Managers, Zone Supervisors and Operational Support Representatives (OSR's) who support the Terminal passenger processing operation, including passenger flow, queue management and access control into the various processing areas within the Terminals, while providing exemplary customer/passenger services.

This is a 24/7 rotating shift position within an assigned Terminal (Terminal 1 or 3) and Shift Managers are mobile and responsible for moving between zones/locations within their assigned Terminal to lead, direct, supervise and coordinate the real time operational aspects of OSR services and resources.

Shift Managers are responsible for the management, operational oversight and execution of "Day of" OSR operations and activities which includes: achievement of daily work plan and priorities, resource allocation optimization, performance management/monitoring, on-the-job training and coaching front line team, performance/quality assurance monitoring and inspection, compliance with policies/plans/procedures and for responding to changing demands or emerging operational issues, events or activities which affect/impact OSR operations.

Shift Managers are accountable for achieving and/or exceeding established service and performance standards and for the provision of exemplary passenger service.    

Duties:

  • Primary "Day of" representative to the GTAA Operations Team, responsible for coordinating "Day of" work plans, schedules and activities with the GTAA Operations team to achieve service and quality performance standards, integrate operations and proactively and reactively respond to "Day of" issues/challenges effectively and efficiently.
  • Reviews, adjusts and executes the OSR planned "Day of" Shift schedule to ensure each zone/position is adequately staffed in accordance with actual "day of" operational needs and as required dynamically adjusts employee work assignments/schedules throughout the day to address changing/fluctuating demands and ultimately ensure a successful "Day of" operation.       This includes bilingual, relief, response and back-up staff.
  • Analyzes "Day of" issues to establish operational priorities, identify and rectify gaps and/or changes required and executes required actions.       Continually monitors operations within their assigned Terminal zone to ensure passenger flow and queue management standards/targets are being achieved and to proactively identify and address any flow or passenger service issues in a timely manner;
  • Ensures OSRs are well informed/equipped, have accurate and up-to-date information, have a good level of awareness and familiarity with the Terminal environment/operation, products, services and events/activities to enable the front-line team to accurately inform passengers of travel problems and offer solutions, direct and/or respond to passenger enquiries, assist passengers in wayfinding through the Terminals, obtaining flight status information, guiding and directing them through the various processes and in proactively providing passengers with valuable information with respect to amenities and services available post security (Airline Lounges, shopping and dining options, etc.)
  • Develops and maintains an effective, high performing team, consistent with ASP core beliefs and values that are based on engagement, empowerment and operational and customer service excellence. Leads, coaches, trains, guides, supports and disciplines OSR employees and monitors OSR operations/staff and leverages Zone Supervisors to motivate and support employees to ensure a level of operational and passenger service excellence is maintained at all times;
  • Responsible for day-to-day quality assurance and employee performance management to ensure OSR services meet or exceed company and client standards and expectations and generate positive client, stakeholder and passenger feedback. Monitors the quality and performance of all employees against established performance standards through inspections/audits, observation, coaching/feedback and by recognizing and rewarding exceptional performance.       Uses quality monitoring to evaluate individual/team interactions, identify skill gaps and provide guidance and learning opportunities where deficiencies are identified and to drive ideal results and behaviours and help employees improve skills. Measures and publishes team performance results.
  • Continually assesses processes and recommends best practices to meet changing demands and needs. Identifies operational trends and engages the team in formulating solutions/ and/or recommendations and oversees the planning and execution of initiatives that improve the operation and passenger experience.
  • Prepares and mobilizes OSR team for response to emerging emergency/IRROP events.
  • Develops a network of contacts and resources and establishes harmonious relationships with key agency/stakeholder groups and other Terminal Service provider organizations to coordinate activities, identify and resolve issues/concerns and ensure that collectively we can accommodate the diverse needs and requests of passengers (i.e. Wheelchairs, Porters, Baggage Carts, Airline services, etc.).
  • Ensures service related plans, procedures and protocols are accurate and kept up-to-date at all times; Implements new procedures to improve operational effectiveness and provides performance reports for management as required;
  • Responsible for OSR service related incident, event and complaint management including investigation, resolution and communication/coordination with GTAA operations;
  • Responsible for the preparation of daily reports including - Daily operational shift reports, incident/event reports, operational and employee performance reports to measure service levels, employee/team performance.
  • Assists/supports the Operations Manager in HR and Administrative functions such as recruitment, employee training and development programs, maintaining up-to-date job descriptions, preparation and maintenance of plans/procedures, the development and enhancement of equipment/tools/technology and the preparation of Performance/Quality Assurance statistics and reports;
  • Ensures compliance with all ASP and GTAA policies and procedures as well a government legislation
  • Coordinates the scheduling and delivery of OJT training, ....of new employees regarding job duties and performance expectations

AREAS OF PERFORMANCE MEASUREMENT:

Leadership

  • Trains, coaches, develops and supports direct reports and front-line staff
  • Provides effective and inspiring leadership, that creates a shared vision and works cross-organizationally to achieve exceptional customer service and operational excellence every day;
  • Highly visible, accessible leader who consistently trains, coaches, mentor and supports direct reports and the front line team
  • Fully supports an participates in the development and implementation of the Employee Engagement and Recognition/Reward programs
  • Conducts employee performance reviews and prepares Performance Evaluation reports on target
  • Takes appropriate disciplinary action when required

 Knowledge

  • Develops and maintains a high working level knowledge of Terminal Operations relative to passenger flow and processing operations and procedures, sterility regulations for the mixing of passengers as well as the various support services and technologies related to the delivery of OSR services
  • Keeps informed/abreast of new or changing Terminal developments and services
  • Familiar with the Airport Service Quality (ASQ) measures and relationship/impact on OSR service delivery
  • Familiar with and actively supports the Toronto Pearson Airports "I am Toronto Pearson" program

Aptitude

  • Critical thinker with an improvement mindset and a bias for action
  • Knows and understand the business from a "Day of" perspective
  • Continuously seeks opportunities to improve processes and procedures

Customer Service/Public Relations

  • High degree of proficiency with respect to customer service
  • Proactively collaborates/partners with the GTAA Terminal Operations manage day of activities and challenges
  • Strong interpersonal and relationship management skills - establishes trust, respect and credibility within the airport community
  • Demonstrates passion for passengers by ensuring all OSR activities and programs resonate with passenger being the priority
  • Effectively investigates, resolves and/or escalates client/customer service issues, concerns or complaints
  • Maintains currency in all mandatory training including Coaching/Customer Service Leadership.

 Conduct & Preparedness

  • Delivers on commitments and demonstrates a high level of integrity in all aspects of job performance
  • Proactive anticipates and responds to customer/passenger needs
  • Role Model - exhibits a professional, courteous and positive manner at all times
  • Adaptable adjusts quickly to changing scenarios
  • Prioritizes when faced with multiple demands/changes simultaneously
  • Exhibits an understanding of and delivers the company and client behaviour and values
  • Ensures all staff comply with established dress code/appearance policy and standards including display of RAIC at all times while on duty;
  • Continually looks for learning opportunities in every-day activities. Was there a recent event or incident with a customer/stakeholder that everyone can learn from? Is there a new GTAA standard or government regulation with implications for our workforce?

Performance

Adheres to contractual requirements and consistently accomplishes goals, delivers results and meets/exceeds expectations. Manages "Day of" operation effectively in order to achieve optimal

  • resource and time efficiencies and proactively addresses issues and changing priorities to ensure a successful "Day of" operation
  • Works with a sense of urgency
  • Ensures sufficient, competent and properly trained staff are on duty to meet operational requirements inclusive of bilingual, relief, response and back-up staff
  • Monitors, tracks and achieves established SLA and KPI targets
  • Continually assesses processes and recommends best practices to meet changing demands and needs
  • Delivers on all daily performance service standard behaviours

 Communication and Compliance

  • Demonstrates strong and effective written and verbal communication skills in a way that shows authenticity, respect and empathy and engages others in dialogue and builds rapport
  • Demonstrates strong public relations/customer service skills and interpersonal relationship management skills
  • Complies with preparation of all required reports to GTAA
  • Keeps operational staff apprised of any issues that may impede the effectiveness of daily operations
  • Abides by the Official Languages Act (OLA) and Accessibility and Inclusivity regulations and standards and ensures compliance with all company and client policies
  • Demonstrates tact and diplomacy in multi-directional communications with the ability to foster effective working relationships built on trust and respect

POSITION REQUIREMENTS

Education and Experience

  • Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience.
  • Minimum of 2-3 years' experience in a management or supervisory role, preferably in a customer service and/or airport/airline operations environment.
  • People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's

 

Qualifications

All applicants for this position must be:

  • 21 years of age or older
  • A Canadian Citizen or Landed Immigrant
  • Have a clear Criminal Record
  • Physically capable of performing all duties as set out in Job/Position Description
  • Able to obtain and maintain a valid Transportation Security Clearance and Toronto Pearson Airport Restricted Area Identity Card (RAIC)
  • Able to work a rotating shift schedule, including nights, weekends and statutory holidays
  • Successfully complete all initial and recurrent company training (initial training is a pre-requisite for employment

 Skills, Abilities and Personal Suitability

  • Superior communication skills (oral and written).
  • Excellent interpersonal, customer service and conflict resolution skills with an unrelenting commitment and passion to customer service excellence
  • Strong people leadership skills and ability to motivate, engage and empower front-line team
  • Strong organization, planning, time management skills, negotiation, problem solving and decision making skills
  • Competent computer skills in MS Office applications Email, MS Word and Excel in particular.
  • Technically adept at using technology and experienced in working with automated processes.
  • Self-directed/driven, highly resourceful, organized, detail and solutions oriented with the ability to successfully manage under pressure, drive process improvement and quickly respond to conflicting demands and changing priorities in a professional and diplomatic manner
  • Thrives in a complex, high demand, fast-paced, agile complex operational and customer-centric environment
  • Innovative and continuous improvement mindset - Skilled in identifying unique problems in Service Delivery operations and formulating and recommending innovative solutions to best meet client needs
  • Proven skills in scheduling and resource allocation/optimization
  • Ability to forge strong relationships with clients and stakeholder groups to influence, collaborate and negotiate with external stakeholder groups to achieve results
  • Demonstrates a high level of honesty and integrity and exhibits a professional, positive and courteous manner at all times.

 ASSETS

  • Based on equal qualifications, preference may be given to bilingual (English/French) candidates
  • Airport/Terminal Operations experience is highly desirable
  • Possession of a valid Transportation Security Clearance and an Airport Restricted Area Identity Card (RAIC) is an asset
  • Valid CPR and First Aid Certificate is an asset
  • Prior experience with scheduling and/or manpower planning systems preferred
ASP Inc
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