Manager, Airport Operations Control

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 Associate Director, Airport Operations, this position will oversee the daily operations of the Airport Operations Control (AOC) and Staff Deployment teams. For the AOC this includes handling emergency calls for dispatch and coordination, monitoring and dispatch of airport-wide Life Safety Systems, airside coordination, as well as other functions which support the Airport Duty Manager and the operation at large. For Staff Deployment this entails managing staff scheduling for operational staff across the organization, ensuring efficient and effective airport operations.

As Manager, Airport Operations Control, you will:

• Develop and implement comprehensive training programs to ensure staff are equipped with the necessary knowledge and skills to perform their roles effectively
• Oversee onboarding processes to ensure new hires have a smooth transition and are integrated into the team
• Continuously monitor and evaluate staff performance to identify training gaps and provide targeted development opportunities
• Administer scheduling, pay, and leave to ensure efficient staffing and compliance with HR policies.
• Communicate effectively with staff, management, and partners to ensure clear understanding of expectations, address concerns, and foster collaboration
• Proactively address staff attendance and performance issues in partnership with HR and leadership to resolve problems and maintain a positive work environment
• Collaborate with partners to ensure smooth operations and alignment with broader airport objectives
• Develop and manage the annual budget and business plan to ensure efficient allocation of resources and achievement of operational goals
• Monitor, analyze, and improve operational processes to identify areas for improvement and implement best practices
• Maintain a high-level of engagement with the business and create, address or otherwise modify SOPs to meet business needs and reflect same with communication and training to both teams
• Provide data-driven insights to support decision-making and demonstrate the effectiveness of operational initiatives.
• Analyse work volume and performance of staff deployment and work collaboratively with HR and other partners to ensure consistent high caliber service delivery service to the organization
• Provide data analysis and reporting regarding incidents, response times etc. to appropriate Functional Managers in support of TPSP, SMS among other programs, efforts and initiatives
• Assess the Centre's operational performance through the Key Performance Indicators designed to deliver continuous improvement
• Lead and develop a diverse and skilled team by providing coaching, guidance, and feedback
• Foster a positive and supportive work environment that encourages collaboration, innovation, and high performance

This is the role for you, if you have:

• Post-secondary degree or diploma or a combination of education and relevant experience
• Minimum 2 years' leadership with people leader experience
• Minimum 5 years' experience in an airport environment or similar large public safety operations center with demonstrated experience in serving a large and complex customer base
• Demonstrated knowledge of airport operations including airside, groundside, terminals and maintenance.
• 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:

• Ability to focus on analytics and reporting to drive insights
• Strong attention to details
• Strong ability to communicate both in written and verbal formats
• Ability to communicate and train others in related content
• Ability to focus on the training and development elements of the role
• Understanding and experience with collective bargaining agreements and the application of articles related to staffing, leave, pay, etc.

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