Manager Operations, Airport Flow

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work. Approximately 1,400 GTAA employees work non-stop with our partners and agencies to deliver a safe and welcoming airport experience at Canada’s leading global hub airport, Toronto Pearson. The impacts of the pandemic have been significant to our industry, yet we remain Pearson Strong and are realizing the opportunity to accelerate our Healthy Airport commitment. Join us on our accelerated journey in creating the airport of the future in a smart, healthy and profitable way.

What's in it for you!

We offer our GTAA members amazing benefits, including retirement planning, group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

Position Summary:

Reporting to the Associate Director, Gating and Airport Flow, this position ensures airport's stability as well as the smooth and continuous flow of aircraft, people, and baggage. They maintain situational awareness on a proactive basis to ensure remedial action is taken to address any operational difficulties, and that information is shared with the right partners and the Airport Duty Manager. This position leads a team of cross-functional representatives in the successful management and coordination of the "day-of" operations as well as anticipating and planning mitigation for any potential service interruptions caused by external and/or future events.

Key Accountabilities:

• Collaborate with GTAA Managers, Government agencies, Airlines, and Ground Handlers when issues arise from their respective operational areas
• Provide the Airport Duty Manager with an overall view of these flows including any distortive issues and corrective actions
• Act as the escalation contact for the Toronto Pearson Night Flight Program and Airport Reservation Office
• Monitor TOBT (Target off Block Time) adherence and contact appropriate partners for update or plan of action
• Track system alerts and trajectory distortions within the A-CDM platform, and provide recommendations to involved partners for actions to satisfy the known conditions
• Ensure that A-CDM is successfully coordinated from the Integrated Operations Control Centre (IOCC)
• Gather historical and "day of" information to support internal and external debriefings on airport flow elements
• Support in the required modifications within the Resource and Apron Management Units, enterprise partners policies and procedures, training and development, data management, quality control, and KPI management when existing operational work processes, procedures and practices require change/updating to support an A-CDM operating environment
• Participate in operational conference calls for partners as it relates to airside, passenger, baggage, capacity and airport operations issues
• Analyze issues and establish operational priorities; identify gaps and/or changes required to policies, SOPs or other protocols and provide this information to the Associate Directors, Management, Aircraft Movement, and Gating groups
• Provide ad hoc and routine data on KPIs and SLAs to support the A-CDM Governance Program and Compliance Committees
• Limited administrative responsibilities related to various Aviation Services teams for day of operations
• Responsible for ensuring compliance with all GTAA policies
• Monitor baggage and passenger flows during additional phases of A-CDM and Total Airport Management (TAM)
• Monitor and ensure the efficient flow of aircraft, passengers, and baggage managing the “day of” achievement of all planned and demand work within the Resource and Apron Management Units
• Oversee, forecast and predict traffic peaks, in regard to aircraft, passenger flow/connections, and baggage flows based on real time arrival/departure data, alerting the appropriate partners to ensure the proper level of required resources
• Monitor changing weather and the effects on airside operations to maintain flow and capacity
• “Day-of” people management of the Resource and Apron Management Unit staff to ensure safe and secure operations

Qualifications:

• Minimum three (3) years’ experience in a leadership role including people management, preferably in a matrix-based organization with multiple operations
• Minimum five (5) years’ experience in an airport environment with demonstrated experience in serving a large and complex customer base
• Solid knowledge and experience of airport operations airside, terminal, and baggage
• Demonstrated experience working in a customer focused environment
• Able to obtain and retain a Transportation Security Clearance
• Post-Secondary degree or diploma in Aviation Management or Business Management and/or equivalent education and work experience

Knowledge, Skills and Abilities:

• Ability to successful lead and respond to critical and or changing priorities throughout the day
• Strong understanding of Airport Collaborative Decision Making (A-CDM), and in particular, the difference between the Toronto and European model
• Proven relationship management skills
• Strong understanding of airline operations, ground handling, and passenger handling as they relate to the overall flow of the airport
• Tenacious, innovative, motivated and enthusiastic with the ability to be a key driver for change
• Strong analytical, data, analysis skills
• Strong decision-making skills and demonstrates a time sensitive demeanor to deliver operational excellence
• Ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external partners to achieve results
• Excellent communication skills to successfully reach a broad audience of customers, guests and other key partners
• Strong business insights and growth mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
• Ability to work twelve (12) hour rotational shift work (days, nights and weekends)
• Knowledge of all GTAA policies included but not limited to Security, SeMS, SMS, Aviation Safety, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Nav Canada & Transport Canada
• Ability to anticipate and support the “day of” operational teams as the need arises ensuring TPIA has a successful day
• Proven knowledge of KPIs and SLAs to ensure compliance
• Detailed understanding of the interdependencies and information flows between aircraft, passengers, and baggage
• Familiarization with aviation documentation such as TP312, CAP, CFS, NOTAM Manual and AOM

The GTAA is a private not-for-profit corporation and a federally regulated employer. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA has also suspended the application of the mandatory vaccination requirement in its COVID-19 Vaccination Policy. However, 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.