Operations Manager

OPERATIONS MANAGER

Are you passionate about Safety & Security and seeking opportunities in the development of Security Professionals?

The Operations Manager leads and coordinates supervision, support Billy Bishop Toronto City Airport Security Contract. You will ensure adherence to company policies, perform administrative functions, assist in contract development and maintenance, and maintain proactive client relationships. Your role is pivotal to delivering efficient, compliant and high‑quality services at Billy Bishop Toronto City Airport.

• →Lead, mentor, and supervise a team of two managers, 6+ supervisors, and over 75 unionized employees, cultivating a cohesive and high-performing team culture.
• →Provide guidance and support to the operations team, setting clear expectations and fostering a sense of ownership in achieving company objectives.
• →Devise and implement strategies to enhance operational processes, streamline workflows, and optimize overall efficiency.
• →Monitor KPIs to ensure performance meets targets; address deviations promptly and recommend corrective actions.
• →Identify opportunities for process improvement and cost optimization while maintaining service quality standards.
• →Establish standardized processes and procedures, including shift inspections, training/certification, incident reporting, and performance tracking.
• →Oversee service delivery in alignment with client quality benchmarks and expectations; prepare daily, weekly and monthly performance reports.
• →Build and maintain strong relationships with clients, PortsToronto, partners, vendors and regulatory bodies through open communication.
• →Present insights and recommendations to senior management, contributing to the enhancement of operations and stakeholder relationships.
• →Conduct performance evaluations, set objectives and provide coaching, training and development opportunities.
• →Ensure adequate staffing levels, workforce planning and qualification requirements are met for service demands.
• →Ensure compliance with company policies, contractual obligations, industry standards and government regulations (CASR 2012, PSISA, etc.).
• →Plan, coordinate and oversee 'day of' security activities, collaborating with client representatives for seamless operations.
• →Facilitate procurement, maintenance and replacement of equipment and supplies to support service delivery.
• →Maintain and enforce confidentiality of business operations and enforce company General Orders.
• →Coordinate, oversee, track and report training and in‑service needs; maintain training records and deliver content as needed.
• →Assist with security exercises, testing planning and deliver operational support and on‑the‑job training.
• →Monitor and enforce compliance with the Official Languages Act and SOP documentation; participate in SOP development.
• →Maintain an effective security reporting and guard management system/database for real-time scheduling and attendance tracking.
• →Attend meetings with PortsToronto, stakeholders and tenants as required; represent ASP operations professionally.
• →Provide operational support or backfill for vacant posts during emergencies or peak pressures.
• →Implement a command structure defining roles, responsibilities and authority levels for security staff positions.
• →Ensure all records and event history are accurately retained and protected per confidentiality requirements.

• Post-Secondary education with a Certificate, Diploma or Degree or equivalent work related/industry experience
• Minimum of 3 years' experience in an aviation management, preferably in a security, customer service and/or airport/airline operations environment
• People management and experience working with a large, unionized workforce
• 10+ years operations experience with a strong focus on metrics, including a solid knowledge of KPI's and SLA's
• Valid Ontario Security Guard licence; maintain in good standing.
• Ability to obtain and maintain Transportation Security Clearance and Restricted Area Identity Card (RAIC).
• Ability to obtain an Airside Vehicle Operating Permit (AVOP) as required.
• Valid CPR and First Aid certification; completion of Use of Force training an asset.
• Strong leadership, decision-making, problem-solving and conflict-resolution skills.
• Excellent written and verbal communication, active listening and presentation abilities.
• Proficiency in Microsoft Office, scheduling/workforce planning systems and guard management databases.
• Experience with ISO 9001:2015 Quality Systems, audits and continuous improvement processes.
• Eligible to work in Canada; clear criminal record.
• Willingness to work rotating shifts, nights, weekends and statutory holidays; On‑Call availability.