Operations Manager

The Operations Manager is a frontline leadership position that will have direct ownership of checkpoint operations and responsible for leading a team consisting of Service Delivery Managers, Checkpoint Resource Coordinators, and Facilitators. The Operations Manager will be required to work closely with members of the PROC for operational efficiency, as well as their counterpart Manager of Service Delivery (MSD) within CATSA.

The successful candidate(s) will ensure they lead with desire for driving results meanwhile providing guidance and mentorship to their team via their people management skills.

Responsibilities

• Managing screening checkpoints to ensure compliance with SLAs.
• Working with labor relations experts to produce an engaged workforce capable of exceeding CATSA deliverables.
• Perform in-depth investigations of performance and misconduct issues with support of Employee Care, where applicable. Ensuring that all appropriate steps are followed in line with the collective bargaining agreement.
• Actively monitoring and reducing incidents, engaging with employees and addressing performance issues promptly.
• Providing leadership, mentoring, and support to SDMs, CRCs, Facilitators and Screening Officers.
• Leading in-depth performance analysis for Screening Officers with feedback from SDMs.
• Working closely with the People and Culture department to ensure that candidates being deployed for CATSA training and on the job training with Paladin are arriving with their requisite skills, experience, and training to successfully pass their probation periods without negatively impacting the proficiency of PASS’ screening operations for CATSA.
• Must exercise an innate understanding of customer service excellence and be able to respond to complaints as they are escalated and provide support where required.
• Must be expertly trained and proficient in performing emergency and/or incident response when escalations are required.
• Collaborating with our Compliance Officers to perform audits of screening processes, identify areas of improvement, and direct the Training Department to address individual and team-based deficiencies proactively.
• Working closely with the PASS Operations Centre to coordinate the movement of screening officers between different checkpoints to minimize security screening wait times.
• Conduct security briefings with SDMs and Screening Officers to ensure that all security notices, security bulletins and security contractors' directives are adhered to.
• Building and maintaining strong working relationships with employees and key stakeholders, including CATSA and Union representatives.
• Aligning all operational screening roles with Paladin's CARE culture to drive continuous improvement, accountability, respect and excellence.
• Other duties as assigned

Requirements

• Minimum of 3-5 years managerial experience, managing a large workforce.
• Previous experience managing unionized employees would be an asset.
• Previous experience in a similar role of resource deployment.
• Leadership and team management skills
• Previous experience in aviation security or a related field.
• Strong organizational and communication skills
• Ability to analyze data and make strategic decisions in real-time
• Familiarity with aviation industry regulations and standards
• Valid Class 5 BC Driver's License
• Ability to successfully complete Occupational First Aid Level 1
• A related diploma or bachelor's degree would be considered an asset
• Ability to acquire Transportation Security Clearance (TSC)
• Ability to successfully complete Airside Vehicle Operator's Permit (AVOP) Training and obtain D/A certification
• Ability to successfully complete Aeronautical Radio Operator's Certificate (A-ROC)

Salary: $85,000 - $90,000

Work Hours:
These are 24/7 positions, so candidates are required to have open availability to work morning, afternoon, and overnight shifts.