Officer, Ground Handling Quality Assurance Auditing (Term - up to 10 months)

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 2,100 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Ground Handling Program, this position is responsible for auditing the quality of ground handling service, with a primary focus on licensed third-party ground handling providers. This is achieved through the development, maintenance, application of the Service Level Standards as well as ongoing conformance to the requirements outlined in the ground handlers’ License To Operate. This role also ensures compliance with the Airport Ground Operations Manual(I-GOM, International Ground Operations Manual), Pearson Standard and AHM (Airport Handling Manual) and applicable airside programs.

As an Officer, Ground Handing Quality Assurance Auditor, you will:

• Maintain a high degree of understanding of the GOM, Pearson Standard I-GOM and AHM.
• Create and develop auditing tools applying industry best software tools, i.e. Create submission documentation packages for submission to finance, AVS-Aviation Analysis and Development Department.
• Conduct regular and thorough audits and onsite inspections of facilities and operations of Ground Handlers.
• Investigate all submitted Service Level Standards, enforces compliance and coordinates actionable items for damage assessments with relevant departments.
• Prepare, analyze and maintains all evidence collected during the auditing process, including a summary of each audit and proposed recommendations for liquidated damages against the Ground Handling Company.
• Monitor, track and review all Service Level Standards and prepare reports for management.
• Participate in meetings with the GTAA and Ground Handlers and their airline partners, communicating methods to establish effective operating procedures that reduce non-compliance to Service Level Standards.
• Meet and discuss specific cases with Ground Handling Station Managers and/or Departmental Managers, trainers and front-line Ground Handling staff in a training session to ensure an understanding of the procedures and restrictions of the Service Level Standards.
• Develop and/or analyze regular reports, existing Service Level Standards or recommendations for new Service Level Standards.
• Develop and deliver presentations and/or training and other materials as needed on the Ground Handling Service Level Standards, for internal and external audiences.
• Support Stakeholder Relations and Communications (SRC) by responding to questions and complaints with regards to Ground Handling operations, including but not limited to existing Service Level Standards.
• Maintain well-organized, clear and concise formal records of all auditable Service Level Standards.
• Attend meetings, public forums and open houses outside of regular working hours as required, to present auditing statistics, findings of audits and answer questions regarding Ground Handling Service Level Standards and auditing procedures .
• Develop, prepare and/or provide input into other comprehensive, in-depth reports, briefing notes, presentations and other documents.
• Support various working committees, including IATA and ICAO and influence process improvement.

Salary/Band Information:

This unionized position is classified at the Band 7 level, with an hourly wage range of $, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

Candidates with relevant external experience must provide references with their applications in order to confirm this experience. This is the role for you, if you have:

• Minimum 3 years’ experience working within airport operations or five (5) years of ground handling experience in a combined operational and leadership role.
• Extensive experience in writing reports, presentations, and conducting audits.
• Experience working with Ground Handlers, airport community partners and other industry agencies is considered an asset.
• Understanding of an airport operating environment would be considered an asset.
• Extensive understanding of Ground Handling Operations.
• Minimum valid “G” class Driver’s License.
• Valid ‘DA’ AVOP or be able to obtain within 30 days.
• Degree or diploma from an accredited aviation school. Equivalent experience from employment opportunities may be considered
• Able to obtain and retain a Transportation Security Clearance.

Knowledge and Skills you bring, that set you up for success:

• Knowledge of Pearson International Airport topography and layout of the aprons, taxiways and runways; bag rooms, baggage systems and facilities used by Ground Handlers.
• Knowledge of aircraft, airline, Ground Handler and airport operating procedures and emergency procedures.
• Knowledge of auditing software APPS such as I-auditor.
• Knowledge of SMS quality management principles and project management processes and administration.
• Ability to collaborate with all partners, senior leaders and agencies, with the ability to influence and agree despite conflicting priorities.
• Strong verbal and written communication skills.
• Produce well-written, detailed, succinct, accurate and concise reports.
• Develop and present technical information in plain language to internal, external and community stakeholders.
• Strong MS Office skills (Word, Excel and Powerpoint) As well as Tableau, Power BI or other data sorting software.
• Maintaining knowledge of relevant Acts, Regulations, Standards, Recommended Practices and Procedures related to airports, aircraft and aircraft ground handling equipment GOM, I-GOM, AHM and IATA regulations, and the types of aircraft and ground support equipment.
• Knowledge of the relationships and interactions of GTAA operational departments, government agencies, airlines and ground handlers.
• Able to develop effective working relationships.
• Tact and subtlety with effective influence skills.
• Strong investigative and analytical skills with the ability to offer practical solutions.
• Represent the GTAA in a professional manner at external forums and present on components of the Ground Handling Service Level Standards, including the ability to answer questions and act as a Subject Matter Authority
• Knowledge of Safety Management Systems including GTAA specific Policies and Procedures, and Risk Assessment process.
• Work in a fast-paced environment during peak travel periods with the ability to multi-task and prioritize.
• Work in inclement weather and work airside with exposure to vehicle and aircraft fumes/emissions etc.