Specialist, Service Excellence; term

Specialist, Service Excellence (6 month term)

Join to apply for the Specialist, Service Excellence (6 month term) role at Greater Toronto Airports Authority

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.

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance program (EAP), paid leave, education and training, as well as recognition and rewards programs.

Reporting to the Manager, Service Excellence, this position is responsible to support all Passenger Service Representative (PSR) training.

• Manage training requirements for new Passenger Service Representatives and recurrent requirements for all Passenger Service Representatives which includes designing, developing, facilitating and coaching in‑class, one‑on‑one and online training.
• Evaluate and recommend alternative/solution training requirements to improve business performance and/or resolve compliance issues for new and existing Passenger Service Representatives.
• Design, develop, deliver, and support training programs for Passenger Service Representatives including producing written training plans and job aids.
• Coordinate scheduling for PSR training programs for internal and external contractors.
• Remain current on changes to all Terminal Operation roles.
• Monitor and assess industry best practices as they pertain to Terminal Operations and Passenger services.
• Liaise with other GTAA departments to ensure that their processes and procedures align with the expectations of the PSR and MO team.

• Review and update Standard Operating Procedures, Plan of Operations, training and awareness plans/programs on an ongoing basis to ensure compliance with GTAA protocols and procedures as well as national and international legislation.
• Maintain general and job specific training materials for PSR with input from the functional manager.
• Identify, investigate/review and implement any potential efficiencies or deviation to training plans based on PSR and/or contractor feedback or observations.
• Provide and implement recommendations for any PSR training deficiencies identified during the auditing process.
• Review daily reports to track and identify trends and provide solutions to correct negative trends.
• Assist in administering Passenger Service Representative training budget.
• Ensure internal communication channels are up to date by engaging other departments, and ensuring Passenger Service Representatives are kept informed by providing regular updates and opportunities for additional assistance as required.

• Ensure notation for any training or meetings are identified on the daily and MYHR schedule.
• Assist with training event planning (i.e. staff meetings and events).

• Audit contracted and internal personnel for compliance with GTAA training standards and procedures.
• Follow up on LMS non‑compliances to ensure completion of identified action items.
• Order and issue PSR uniforms for new hires, inclusive of replacement pieces, and track and maintain the uniform inventory levels.
• Prepare and distribute directives, communications and other information issued by the GTAA specific to the PSR team.
• Attend meetings and briefings, document minutes as required and analyze impact to passenger services, develop mitigation plans and brief/train Passenger Service Representatives team as applicable.
• Assist in the administration of the…