PRM Shift Manager in Airport Operations

Shift Manager, PRM Services – Job Posting

About Us:

At Aviation and Airport Services (AAS) Canada we carry a global flag for aviation services here at home. AAS Canada combines world-class aviation support service experience with local market expertise. Our company is built on a rich 30-year history of diversified operational support services in Canada and incorporates global aviation leadership experience.

At AAS Canada the pillars upon which we have built our corporate vision align with the principals of global best practice in aviation support services:

Efficiency in Service
Excellence in Customer Experience Delivery
Innovation
Consistency
Safety
Value
No matter what the engagement, AAS Canada people:

Are outgoing, engaging, empathetic and have integrity
Understand the big picture
Think critically and are action oriented
Are Knowledgeable and Capable
Above all else, AAS Canada believes in family values as a guiding principle. These values are central in the history and success of our company and will serve at the core of AAS Canada moving forward.

Job Description:

· Reporting to the Airport Duty Manager (ADM), the Shift Manager will take leadership in managing daily operations of an assigned zone in the Passengers with Reduced Mobility (PRM) Services division. The Shift Manager will lead a team of Leads and Customer Care Agents in delivering “best in class” PRM Services to our airline Customers and passengers. The Shift Manager will be responsible for organizing, coordinating, and assigning staff to meet all contractual obligations in their assigned zones while maintaining AAS Canada performance standards, procedures, and protocols.

Job Specifications:

· This position is responsible to ensure the integrity and efficiency of daily PRM Services operations in an assigned zone, which includes managing irregular operations (IRROPS) and emergency situations. The responsibilities also include compliance to Aviation Security regulations.

· Full responsibility for delivering effective passenger services solutions to YYZ Airport passengers

· Monitor and maintain the appropriate Health & Safety standards and ensure full compliance

· Manage a team of Leads / Agents in a fast paced, complex, unionized environment.

· Work collaboratively with other Shift Managers to cross-utilize staff / resources in different zones of work to ensure the overall integrity of the operation.

· Complete and / or review all reports, forms and logs pertaining to operations activities on assigned shifts including, incident/accident, WSIB, daily shift reports, etc.

· Manage emergency situations and irregular operations

· Assist Duty Manager and / or Operations Manager in complaint investigation and resolution

· Responsible for incident / Accident investigation and reporting

· Resolve customer service issues in a timely manner with tact and diplomacy

· Responsible for proactively managing safety & security processes and procedures to comply with airport standards

· Review key performance indicators (KPI's) and convey necessary actions if needed

Qualifications:

· Minimum three (3) years direct experience in airport operations, airline operations or other related fields of airport management, preferred

· Minimum two (2) years management / leadership experience directly managing a large workforce in a fast paced, unionized environment, preferred

· Outstanding customer service orientation, with the ability to diffuse tense situations

· Excellent interpersonal skills, able to interact with all levels in a professional, positive manner, able to build trusting relationships and be a team player

· Solid leadership ability managing, coaching and developing Customer Care Leads / Agents

· Excellent, effective communication skills, both oral and in written format

· Strong decision-making skills and effective at problem solving and negotiating resolutions

· Proficient computer skills including Microsoft Office products

· Excellent time and project management, organized, possessing a solid ability to plan and follow up

· Able to multi-task, manage and meet deadlines and adapt easily to change

· Excellent leadership, communication, time-management, interpersonal, problem solving and multi-tasking skills

· Able to pass a security clearance check to obtain an airport pass (RAIC)

· Applicants with current RAIC would be considered an asset

· Flexibility to work any shift in a 24 / 7 operation

Job Types: Full-time, Permanent

Salary: $50,000 per year

Benefits:

Extended health care
Dental care
Employee assistance program
Life insurance
On-site parking
Vision care
Wellness program
Schedule:

Varying
Day shift
Evening shift
Holidays
Night shift
Weekend availability
Job Types: Full-time, Permanent

Pay: $50,000.00 per year

Benefits:

Dental care
Extended health care
On-site parking
Paid time off
Vision care
Wellness program
Work Location: In person