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Duty Manager (Open to Internal applicants only)

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Job Reference: G4S/TP/2817232/109097
Number of Positions: 10
Job Category: Line Management
Contract Type: Full Time
Salary: Competitive
Location: Richmond, BC
G4S Region: North America

G4S Business Unit:Canada
Closing Date: February 25, 2018
Package Description: Duty Manager, Aviation  

Job Introduction:

This position description assumes that the individual has satisfied all basic requirements for employment by G4S Secure Solutions (Canada) Inc., including, but not limited to: criminal police information check (CPIC) credit reference, background check, minimum age, and minimum education (high school diploma or foreign equivalency, or earned GED). Additionally, this job description in no way states or implies that these are the only duties to be performed by this employee.  The individual in this position is required to follow any other instructions and perform any other duties requested by this position’s management.

Role Responsibility:

G4S Aviation, under contract with CATSA, delivers screening services in 21 airports in BC and the Yukon Territory. In YVR operations, there will be approximately 950 Screening Officers, 60 Service Delivery Managers, 10 Duty Managers, and 20 Operations Managers.

Reporting to the Operations Director, this position has full responsibility for day-to-day screening operations within certain areas and for the delivery of all operational KPIs within the area of oversight while identifying operational strengths and weaknesses, and improving service delivery and operational efficiencies.  This position is accountable for promoting a workplace culture defined by our values: Integrity, Service Excellence and Teamwork.

Major Responsibilites, but not limited to:

Resource management

  • Manages resources and deploys up to 250 staff across the operation ensuring contractual requirements are met and that qualifications are effectively distributed
  • Oversees operational radio communications; handles incoming radio traffic and directs deployment in outgoing radio communications
  • Monitors resource deployment, ensuring balance throughout the operation
  • Coordinates with the Capacity team to maintain proper operational coverage including short-term and emergency coverage
  • Provides inputs for bid lines; authorize same day and next day overtime

Operational Efficiency and Effectiveness

  • Monitors and manages wait times and throughput and provides reports to stakeholders as needed
  • Leverages existing systems to optimize operational efficiency
  • Compiles shift reports for the screening area under their management
  • Works with the Operations Managers to ensure smooth daily operations
  • Identifies operational strengths and weaknesses and takes action to improve service delivery

Stakeholder Relations Management

  • Ensures the efficient and effective day-to-day service delivery to CATSA and other stakeholders
  • Builds and maintains and strong customer relationship with assigned business area
  • Achieves efficiency Key Performance Indicators (KPIs) as agreed on with CATSA
  • Compiles reports for the screening area under their management for distribution to various stakeholders

Operations Management Support

  • Provides leadership, mentoring and support to the Service Delivery Managers and the Screening Officers.
  • Monitors progress of the Service Delivery Managers and Screening Officers and conducts performance appraisals
  • Executes plans to achieve KPIs and meet screening compliance targets
  • Works with the Operations Managers to ensure smooth daily operations
  • Identifies operational strengths and weaknesses and takes action to improve service delivery
  • Issues corrective action and discipline as required up to and including termination.
  • Conducts workplace investigations; acts as management representative in disciplinary and grievance proceedings
  • Assists with the recruitment and selection of Service Delivery Managers and screening officers when needed

The Ideal Candidate:

Education, experience and skills

  • One-year experience as a Service Delivery Manager with at least six months’ experience in PBS operations preferred or equivalent combination of experience and education
  • Strong knowledge of YVR operational, checkpoint layouts, and CATSA playbook
  • Strong operational focus with the ability to act under pressure and provide creative solutions
  • Effective communication skills with employees, management, and stakeholders
  • Proven leadership, client service and persuasion skills
  • Ability to multi-task and prioritize in a fast-paced, fast-changing environment
  • Ability to work effectively with a team, large employee groups and build partnerships at all levels of the organization
  • Proven reliability and accountability within the organization
  • Proven ability to use office software programs and equipment as needed
  • Willingness and ability to work irregular hours / shift work
  • Ability to meet minimum physical requirements required for the position including but not limited to – sitting for long periods of time, working in an enclosed space, working with CCTV and computer monitors for extended periods, etc.
  • Must be eligible to attain and maintain the appropriate level of Federal and Transport Canada security clearance

About the Company:

This position is open to internal applicants only - G4S Aviation employees.   We appreciate the interest of all applicants but only those shortlisted for interviews will be contacted.

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.

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Please Note: The application deadline for this job has now passed.