Overview Job Details Job Title: Operations Director, YYZ Location: Toronto Pearson’s International Airport (YYZ) Reporting to: Vice-President Operations, Canada Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.” We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe. Job Summary Acting as the #1 leader of the station, the Director efficiently leads the day-to-day operations at the station including the Ramp, Passenger Service and Operation Control Centre (O.C.C.) departments through the supervision of each department's manager, as well as the administrative staff. The Director is responsible for ensuring that high customer service standards are being delivered under each contractual agreement, while meeting all company performance objectives, financial metrics and safety targets through the management and engagement of the management team and staff. Job Responsibilities Oversee, monitor and evaluate the day-to-day operation’s performance and safety; Lead and support the organisation’s growth goals and revenue targets; Support standardization and KPI-driven culture to optimize efficiencies and control costs; Direct the preparation of operating budgets and associated reporting; Review P&L statements and General Ledger details to identify areas of success and improvement opportunities, developing corrective actions as applicable; In partnership with the QHSE team, monitor and oversee quality and safety procedures to ensure they are in line with Swissport’s International safety and quality standards, while fostering a strong reporting culture; Support the creation and implementation of effective corrective action plans as needed; Support the Vice-President Commercial with customer and partner relationships; Maintain strong working relationships and open communication with all customers, the Greater Toronto Airport Authority (GTAA) and union representatives; Manage resources effectively to ensure customer satisfaction and meet contractual requirements while also meeting budget on labour costs, creating cost efficiencies as needed; Available to respond to crisis situations effectively; Adhere to Swissport Policies, union collective bargaining agreements and statutory obligations under the Canada Labour Code, Provincial Worker Compensation, and Canadian Human Rights as applicable; Motivate frontline staff by demonstrating strong leadership presence and open communication; Perform other duties as requested. Key Performance Indicators Financial performance (revenue, labour cost/revenue, EBIT, EBIT margin); Operational KPIs (productivity, workforce utilisation (overtime), OTP, Check-in waiting times, baggage delivery times); Safety KPIs (aircraft damages, damage to GSE & infrastructure, occupational accidents, proactive safety reports); HR KPIs (turnover, overtime, etc.). Qualifications and Competencies College Level Degree preferred; Minimum of 10 years in Operations and leadership position management experience; Experience in an Aviation setting is an asset; Excellent oral and written communication skills; Thorough knowledge and work experience with Windows Office programs including Word, Excel, PowerPoint; Strong ability to multi-task and prioritize in a fast-paced environment; Solid strategic analysis, problem solving, issue resolution and decision-making skills; Proven ability to communicate with all levels of management in a multicultural environment; Strong understanding of internal customer and external market dynamics; Strong experience with union’s environment, labour relations committees and collective bargaining negotiations; “Boot on the ground” approach and mentality; Understanding of Profit and Loss (P&L) Statements / budgets and maintaining control over financials; Must be fluent in English. At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Visit our website at www.careers.swissport.com to learn more about Life at Swissport Join Swissport today and be part of a team that connects the world of aviation!