Bagroom and Baggage Manager YYZ

The Baggage Services Manager is responsible for end-to-end baggage performance, from strategic planning and stakeholder management to day-of operational leadership and team development.

Responsibilities

• Develop operational strategies to improve baggage handling standards and team productivity.
• Lead the creation and updating of Standard Operating Procedures (SOPs) to reflect new technology, regulations, and performance expectations.
• Review statistics and reports on baggage handling failures to develop action plans that reduce occurrences.
• Act as a subject matter expert, ensuring compliance with health, safety, and security requirements while monitoring adherence to standards.
• Track Key Performance Indicators (KPIs) like Mishandled Baggage Rates and use operational data to drive decisions.
• Build and maintain relationships with airport agencies, airlines, ground handlers, and vendors to align performance targets.
• Manage airline accounts, address escalations, and serve as a primary point of contact for operational issues and audits.
• Drive business development by recommending new products and services that meet customer needs.
• Lead and motivate large, diverse teams, often on a shift basis (including 24/7 coverage).
• Develop staff technical capabilities through coaching and performance management, while addressing morale issues.

Key Skills & Competencies

• 3-5 years of experience managing operations in an airline, ground handling company, or airport environment.
• A college degree or higher in a relevant field.
• Relevant certifications in airport operations, safety (., IATA Safety Audit), or equipment management are often preferred.
• Strong interpersonal skills to build partnerships with multicultural audiences and manage diverse groups.
• Adaptability to manage stressful situations within tight time frames, especially during operational disruptions.
• Proficiency with Baggage Handling Systems (BHS), IT systems, and computer literacy for data-driven decision-making.
• Willingness to work rotating shifts, including nights, weekends, and holidays, and to hold a company phone for 24/7 escalations.