Job Description

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 2,100 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 Manager, Terminal Services and Standards, this position is responsible for but not limited to the new development and delivery of SOPs, guidance to the TOs and various functional teams. Responsible for development of and reconciliation of workplans and daily reports, analysis of data to drive contractor performance and compliance in coordination with internal stakeholders for initiation. Prioritization of work identified through inspections and audits to effectively liaise with vendors, suppliers and partners to address questions, concerns and/or issues directly related to agreements ensuring service level standards are adhered to. Analyst will maintain a strong working relationship with stakeholders to resolve issues and drive operational excellence.

As an Analyst, Terminal Services and Standards, you will:

• Engage and maintain relationships with Internal Stakeholders to identify service needs and standards for new projects.
• Work closely with Service Providers and key stakeholders (i.e., CBSA, CATSA, CBP, Airlines) to identify and initiate long term solutions that are within the provisions of existing agreements.
• Meet with Operations and Facility Managers to understand, discuss and provide feedback on long term changes withinoperations that may affect current services or require amendments to contract scope.
• Liaise with internal GTAA departments that oversee support facilities (e.g., Admin, Bussing, AMF, Central De-icing, Limo Lot) that fall within contract scope to ensure contract compliance and that service needs are met.
• Participate in meetings with GTAA internal teams (i.e., structural, maintenance, commercial, customer and agency development) to collaborate and achieve common goals.
• Work with Manager of Terminal Services and Standards and Internal Stakeholders to identify and draft requirements for scope of services. Supports manager in the execution of EOI and RFP processes.
• Develop and monitor workplans, perform terminal inspections and collaborate with Service Providers in order to identify, initiate and track performance and contract compliance.
• Provide support and recommendations to Service Providers with new initiatives, technologies, process changes to ensure effectiveness and achievement of corporate goals (e.g., environment initiatives, zero injuries).
• Analyze trends, data collected (various sources)and customer satisfaction reports to identify areas of concern.
• Develop and implement mitigation strategies to drive efficiency and / or improve the passenger experience.
• Communicate contract compliance requirements or violations that are consistent in nature and require immediate resolution with Manager, Terminal Services and Standards.
• Represent Terminal Services and Standards team in meetings with facilities, operations teams to provide current scope information and/or obtain new requirements.
• Review all applicable day of internal reports and share feedback with applicable service providers for the purposes of recognition as well identifying opportunities for improvement.
• Develops service objectives, goals, performance measures and metrics which are aligned with corporate goals.
• Assists Manager, Terminal Services and Standards with internal and external audits (e.g., industry regulated standards, compliance, health and safety, environment).
• Provide support to Terminal Services and Standards team as required.

This unionized position is classified at the Band 7 level, with an hourly wage range of $50.58, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

Candidates with relevant external experience must provide references with their applications in order to confirm this experience.

This is the role for you, if you have:

• 3 years’ experience in airport operations or similar experience in scale and complexity.
• 2-3 years’ experience in contract tendering, procurement and administration.
• 2-3 years’ experience in relationship management with numerous stakeholders, airport operators and government agencies.
• Experience implementing and monitoring data and contract management systems in an operational environment.
• Experience conducting investigations, audits and service assessments.
• Experience working in a regulated environment (i.e. public health).
• Experience in data collection, trending and analysis and presentation.
• Valid Ontario G Driver's License and successfully obtain D/A within thirty (30) days of appointment to the position.
• Post-Secondary diploma/or degree with a focus on Aviation Management, Business Management, Contract Management preferred.
• Obtain and retain Transportation Security Clearance.

Knowledge and skills you bring, that set you up for success:

• Knowledge of all aspects of Contract Scope, Contractor Requirements and GTAA responsibilities, policies and procedures and ability to apply them.
• Ability to maintain concentration and attention to detail, especially in critical airport operational and security sensitive areas where care and judgement are essential while prioritizing work accordingly.
• Ability to analyze audit reports, draft responses and recommendations to ensure operational quality assurance, and resolve conflicting views by presenting convincing rationale and process application.
• Ability to conduct investigations and determine and assess physical, operational and behavioral factors.
• Ability to impart knowledge and understanding of operational requirements to all GTAA personnel, tenants, contractors and others whose work has an impact on terminal services.
• Strong written and verbal communication skills.
• Strong decision-making skills and ability to think critically to deliver operational excellence.
• Ability to multitask, prioritize and coordinate many simultaneous tasks.
• Knowledge of contract, tender practices and procedures.
• Knowledge of Terminal Operations and Infrastructure (inclusive of support buildings).
• Strong organization skills with attention to detail and ability to prioritize work.
• Strong interpersonal skills with a focus on, providing a high degree of customer service internally within the business unit and across the GTAA as well as maintaining excellent tactical relationships with tenants and other members of Toronto Pearson communities.
• Ability to research, investigate, analyze and evaluate incidents, customer complaints, internal/external stakeholder concerns and subsequent reports and recommendations.
• Advanced knowledge of all software applications related to Terminal Services and Standards (e.g., Perspective, MS Office 2010 suite, Word, Excel, Visio, Publisher, Outlook).