WHO ARE WE?
We've been serving Canadian clients for over 75 years. The companies that began independently and now form Dexterra Group have an outstanding record of supporting the infrastructure and built assets that play a vital role in our society and helping our clients achieve higher performance and productivity. Powered by passionate people, we bring the right teams with the right skills together – offering both experience and regional expertise so companies can operate their day to day, confidently and successfully.

WHAT'S THE JOB?

As a leader within the account level senior management team, the role reports to the VP Airport Operations. The Operations Director is responsible to foster long term relationships by delivering operational excellence to meet client and customer needs. Strong attention to detail with the ability to manage multiple priorities in a fast paced and deadline driven environment at Toronto Pearson Airport

The Operations Director will ensure operational success by monitoring financial performance, customer and employee satisfaction, and client relations while driving continued growth with the GTAA and airports tenant groups.

Main Duties and Responsibilities:

The main duties and responsibilities of this position include, but are not limited to:

• Examines established processes to identify areas of strength while working to improve inefficiencies and reduce operational costs.
• Remains an ambassador of goodwill, ethics, and great client relation always.
• Liaison with the client(s) to ensure their needs are met while working within established Company guidelines and budgets.
• Interface on a regular occurrence with account clients and influencers to gain insight to Client values and business drivers
• Uses data insights driven by operations platforms with the broader team to enhance the operations outcomes.
• Maintain a promoter score in the NPS program with existing client
• Works alongside VP Airport Operations to set overall Operational Strategies and is responsible for their successful delivery to ensure the effective delivery in line with the Service Level Agreements (SLA).
• Responsibility for delivering against business expectations linked to the GTAA Cleaning & Waste budget
• Analysis of budgetary information and monthly forecasting processes.
• Develop and maintain successful working relationships with the client, key stakeholders and customers including participation at Client Performance Reviews.
• To provide accurate and timely monthly updates to VP, Operations on operational performance, people, finance, QA/Audits, training, Health and Safety.
• Responsible for ensuring successful outcomes as it relates to site audits, including but not limited to Internal Business Audits, external audits from Public Bodies, Authorities having Jurisdiction, Financial Institutions
• Maintain channels for effective client and customer feedback and create action plans to celebrate or enhance operations.
• Develop action plans in support of key operational and business functions.
• Ensures all on-the-job training is provided to staff to assist in the application of knowledge to the job site; conduct annual performance reviews to highlight areas of strength and opportunities for growth with direct reports.
• Stay informed on any changes to operations, whether initiated internally or from external sources (i.e., changes to legislation) and update all training and policies as required while communicating any changes to direct reports
• Put processes in place and monitor staff performance to ensure all required health and safety regulations and procedures are being followed, including relevant provincial and federal legislation.
• Ensure all staff participate and pass requisite training to ensure adequate knowledge
• Relay with suppliers about maintaining inventory which can include ordering and receiving supplies, resolving discrepancies with suppliers, and escalating all issues unable to be resolved to the appropriate support department
• To ensure People objectives are calendarized and completed as per schedule.
• Ensure all new employees receive orientation, onboarding including 30, 60, 90 day follow up.
• Be an ‘I Am Toronto Pearson’ Ambassador for Dexterra.
• Effectively manage all direct reports and guides them in the effective management of all related people issues, including but not limited to; grievances, LOA, performance improvement, harassment and violence, security, RTW, accident incident investigation and compliance.
• Ensures ISO 14001 compliance is achieved and maintained
• Establishes and implements account level policies and procedures
• To work within the requirements of the GTAA and Dexterra’ s Health & Safety (H&S) policies, ensuring that all non-conformances and opportunities for improvement are acted upon’
• Control monitor and review contracts and supplier measurements.
• Ensures Union relationships and functions, including attending negotiations of CBA renewals.
• Actively participate in the development and management of Key Performance Indicators (KPI).
• To deliver all necessary reporting accurately and in a timely manner.
• Ensure that all records are held and updated as required.
• Supports work winning functions to retain and organically grow our book of business

WHO ARE WE LOOKING FOR?

• University Degree or College Diploma in Business Management or in related field
• 5-7 years’ experience in relevant passenger facing and aviation focused contracts.
• Critical thinking, analytical and strategic planning skills
• Previous experience in managing large teams.
• Positively embraces innovation and change and acts as a change agent
• Previous business administration experience with knowledge of employee management
• Superior communication skills in both verbal and written in English.
• Able to effectively handle the concerns of employees, customers, and clients with tact while adhering to confidentiality policies
• Able to lead projects, forecast business needs, and identify and target growth opportunities
• Strong and natural leader with the ability to work independently
• Customer and client focused.
• The ability to implement and adhere to standards and procedures.
• Health and Safety experience including understanding the managers responsibilities under OHSA.
• Basic office skills including but not limited to email, word, excel and power-point
• Strong interpersonal skills.
• People Manager - A strong foundation in human resources and people management
• Resilience, ability to work under pressure.
• Will be required to approach work hours in a flexible manner by working hours that will encompass the core hours for client interaction. Weekend and statutory holiday work are required when necessary’
• Emotional Intelligence - demonstrate a high level of discretion and confidentiality.
• Motivate, develop, and direct people; able to manage own time and the time of others.
• Able to understand information given and to convey information effectively to employees.
• Adapt to operational changes as required/instructed by senior management from time-to-time.
• Ability to manage multiple priorities and execute tasks with no supervision.
• Experience working in a unionized environment, ability to work with Collective Agreement and provide guidelines and execution.
• Advanced computer skills with all related software knowledge, including detailed understanding of software platforms and technology. Familiar with current industry technology
• Able to obtain and maintain a valid RAIC and ability to obtain an AVOP license to drive on tarmac

WHAT’S IN IT FOR YOU?

• Be part of an industry that's more important than ever!
• Generous Benefits package
• Be #1 on day 1 by joining an industry leader.
• Career advancement opportunities.
• Whereas other companies are downsizing, we are growing!

Dexterra Group is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans’ status, Indigenous status, or any other legally protected factors. Disability-related accommodations during the hiring selection process are available upon request.

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