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Service Delivery Managers (Vancouver International Airport)

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Job Reference: G4S/TP/2817232/87206
Number of Positions: 1
Job Category: Line Management
Contract Type: Full Time
Salary: Competitive
Location: Richmond, BC
G4S Region: North America
Country:Canada


G4S Business Unit:Canada
Closing Date: April 20, 2017
Package Description: Service Delivery Manager

Job Introduction:

Reporting to the Operations Manager, this position has full responsibility for screening operations within a certain area 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.  Leading a team of Screening Officers, this position is accountable for promoting a workplace culture defined by our values: Integrity and Respect, Safety, Security and Service Excellence, Innovation and Teamwork.

Role Responsibility:

Responsibilities include, but not limited to:

  • Actively engages in managing the screening area by monitoring queue length, service levels, reporting on changing needs and seeking additional staff from other screening areas when required 
  • Builds and maintains a strong customer relationship with assigned business area 
  • Achieves Key Performance Indicators (KPIs) and ensures compliance with Standard Operating 
  • Procedures (SOP’s) on a daily basis 
  • Supervises Screening Officers by acting as a coach, mentor in order to create and maintain an engaged, motivated work force
  • Scheduling and administrative tasks including, assigning staff to screening positions, monitoring breaks and training hours to ensure service delivery levels, coordinating with other screening points to organize efficient staff deployment, accommodating language requirements, ensuring proper tracking 
  • Ensures proper time and attendance tracking in various programs 
  • Compiles shift reports for the screening area under their supervision 
  • Assists Screening Officers in dealing with complaints, security incidents, and other issues.
  • Other duties as required

The Ideal Candidate:

  • College or equivalent experience
  • Minimum five years work-related experience in a similar supervisory role, preferably in the Aviation Security Industry in a unionized environment
  • Knowledge of relevant security and employment legislation
  • Strong operational focus with the ability to act under pressure and provide creative solutions
  • Experience in the management of personnel at a supervisory level
  • Ability to work effectively with large employee groups and build partnerships at all levels of the organization
  • Ability to implement performance management / discipline with direct reports
  • Ability to use office software programs such as Word, Excel and PowerPoint
  • Willingness to work irregular hours / shift work / attend to incidents after hours
  • Strong communication, leadership, client service and persuasive skills
  • Places organizational success above individual gain
  • Must be eligible to apply for Federal Secret Security Clearance

About the Company:

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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