Ground Handling Programs Lead - Safety & Performance

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, an 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, Airside Ground Operations Strategy and Programs, this position exists to transform the delivery of Ground Handling services at Toronto Pearson, by proactively instilling in the Ground Handler/Airline community a culture of safety and commitment to world-class ground handling quality standards. This role oversees a small team who ensures the Service Level Standards for ground handling are enforced.

As a Manager, Ground Handling Program, you will:

• Review and analyze daily audits and operational reports to identify Service Level Standard (SLS) issues and trends.
• Develop, maintain, and train the Quality Assurance Audit Team (QAAT), including setting audit goals and monitoring performance.
• Conduct audits of Ground Handling companies and QAAT to ensure compliance and quality standards.
• Create and update auditing templates and departmental Standard Operating Procedures (SOPs) aligned with Ground Handling License-To-Operate (LTO) requirements.
• Compile and report monthly operational and financial summaries, including liquidated damages for billing and performance scorecards, as well as chargebacks for operational directives related to ground handling.
• Facilitate meetings with Ground Handling organizations to address SLS performance issues and provide education/training on standards. As well as participating in community related meetings including but not limited to AOSC (Airport Operations Safety Committee), TPLF (Toronto Pearson Leadership Forum), regular airline meetings providing individual ground handler performance and others as required.
• Communicate proactively with Ground Handling companies regarding compliance, SLS issues, and corrective actions.
• Collaborate with internal departments and external stakeholders to integrate Ground Handling program initiatives and best practices.
• Establish and maintain strong working relationships with Ground Handling companies at all levels to ensure compliance and continuous improvement.

• Dispute Resolution and/or Project Management certifications are an asset
• 5 years of experience working with Ground Handlers and/or Airlines.
• Extensive pre-existing positive relationships with the Ground Handler community preferred.
• Possess valid Standard First Aid and CPR/AED Level C or able to obtain within six months.
• Possess D/A AVOP or be able to obtain within 30 days.
• 5 years of experience in People Management (direct report).
• Demonstrated experience working in a customer centric environment.
• Post-secondary degree or diploma, preferably in a relevant program (i.e. Aviation Management), or a combination of education and relevant experience will be considered.
• Able to obtain and retain Transportation Security Clearance.

• Highly skilled at building productive internal and external interpersonal relationships.
• Solid listening and persuading skills.
• Influences, collaborates and negotiates cross functionally in a unionized environment, as well as with external stakeholders to achieve results.
• Applied knowledge of IATA, AHM, audit, C Black belt or similar, ICAO, I-GOM, GTAA-GOM.
• Solid skills in training, mentoring and coaching others.
• Analyzes and processes Service Level Standards (SLS) data in order to effectively problem solve.
• Solid business acumen and business improvement mindset to resolve issues and to identify trends, provide recommendations and plans, and implement corrective actions.
• Excellent communication skills to effectively engage with a broad audience of internal and external stakeholders.