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12 months ago
Toronto Pearson International Airport
Location: Toronto, Canada
Job type: Permanent
Sector: Business & Administration
Category: Senior Manager
About the GTAA

MAKE A DIFFERENCE AND CONNECT THE WORLD – Toronto Pearson is Canada’s leading global hub airport. Help to drive our vision to become the best airport in the world. Together, we will demonstrate that our passengers are our passion, by showing respect, integrity and delivering innovative products and services.

Position Summary

Reporting to the Associate Director, Government Agency Programs, the Manager, Passenger Screening Programs is responsible for effectively managing the Canadian Air Transport Security Authority (CATSA) program development. Through implementation, ensure seamless integration and continuous improvement of programs and services that support hub development and passenger growth.

Job Description

Key Accountabilities:

* Maintain and develop day-to-day interaction with CATSA to foster a culture of collaboration in addition to serving their unique customer needs

* Implement CATSA products and services that enable Toronto Pearson to grow, are reliable, and create a seamless travel experience

* Manage and develop new service, product and program integrations and continuous improvement of existing products and programs

* Determine, develop and implement new technologies to enhance passenger screening processes

* Manage passenger and baggage screening integration with respect to connection programs

* Lead passenger and NPS-T screening services projects and program initiation and implementation and ensure integration with Corporate Safety and Security

* Analysis and resolution of systemic wait time, and CATSA process-related issues

* Oversee and manage of any cost recovery programs with CATSA to provide enhanced service levels through targeted resource deployment

* Ensure alignment with CTS service delivery teams and other GTAA departments through effective communication and coordination to ensure seamless integration of programs

* Manage building configuration activities with a focus on enhancing passenger satisfaction while adhering to established security and regulatory requirements

* Provide CATSA coordination and communications related to the new facility development and restoration projects including construction mitigation planning

* Manage the priority and trusted traveller flows to ensure optimum passenger experiences and determine signage, and queue management needs

* Responsible for being a customer centric leader with respect to the GTAA’s mission, vision, values and beliefs

Job Requirements


* Post-Secondary degree or diploma in Aviation Management; Business Management; or Program Management would be an asset, and/or equivalent education and work experience

* Five (5) years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base

* Three (3) years’ Leadership with People Management experience, preferable in a matrix organization and multiple operations experience

* Must have a valid Ontario G Driver's License

* Must be able to obtain and retain a Transportation Security Clearance

Knowledge, Skills and Abilities:

* Proven relationship management skills with internal and external stakeholders

* Strong understanding of airline, government agency, passenger process and baggage handling procedures as they relate to Service Delivery

* Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external stakeholders to achieve results

* Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions

* Excellent communication skills and highly developed diplomacy skills to effectively reach a broad audience of internal and external customers, passengers, and other key stakeholders

* An ability to anticipate and support the “Day of” operational team as required ensuring Toronto Pearson has a successful day

* Strong decision-making skills and demonstrates a sense of urgency to deliver operational excellence

* Ability to successfully manage under pressure and respond to critical and or changing priorities throughout the day

* Knowledge of all GTAA policies included but not limited to Public Safety, Security, SeMS, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada

* Ability to work additional hours (evenings and weekends) as required

Additional Details


We offer a fast-paced, stimulating environment along with an attractive salary/benefit package commensurate with experience. Please forward your résumé to Careerport at the following link:


The GTAA is committed to Employment Equity and maintaining a diverse workforce. We ensure that our recruitment practices are supportive of this commitment.

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