Specialist, RMU Operations

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, 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, Resource Management Unit, this position is responsible for developing procedures, training, reviewing and implementation of plans, guidelines and logistical and scheduling support for the Resource Coordinators to ensure safe, effective and efficient operation of the RMU. They will develop and deliver training and assist in the development and implementation of new allocation policies and procedures.

As an RMU Unit Operations Specialist, you will:

• Provide on-shift operational support to Resource Coordinators.
• Ensure the quality and completeness of work performed by gating personnel.
• Review daily activities to ensure the accuracy and quality of entries are made within appropriate systems.
• Coordinate and provide assistance in the implementation of changes in allocation, including generating gating pre-plan and coordinating ad hoc and planned gate closures.
• Evaluate future allocation options, frequently communicating with various tenants and operational agencies as well as all GTAA departments about facility allocation options, including coordinating and inputting counter allocation plans.
• Maintain full qualification in all Resource Management Unit (RMU) operational positions in accordance with the training and qualification protocols for the purpose of conducting initial / recurrent training of all Resource Coordinators.
• Develop and deliver initial and recurring training to all Resource Coordinators including ensuring that they are current with all regulatory courses and maintaining and recording all training inclusive of re-current training.
• Develop and perform quality control measures to ensure that the Resource Management Unit operates and communicates consistently and in accordance with the Standard Operating Procedures.
• Participate in THIRA (threat/hazard identification risk assessment) prior to the implementation of new procedures as required.
• Write and negotiate inter-unit agreements and memorandums of understanding (internal and external) for approval.
• Work closely with other departments by participating in the development of new processes, procedures and protocols and the implementation of new services.
• Collaborate and negotiate agreements with customers and other agencies to facilitate the provision of efficient services to the GTAA community, including coordination with Capacity Allocation and Slot Coordination.
• Ensure all operating procedure and/or training manuals are kept up to date and update the RMU portal.
• Distribute manuals, directives and other technical information issued by the GTAA to the unit staff.
• Write and issue operational directives to supplement approved standards and procedures.
• Communicate with air carriers and other operators on matters relating to the various operational services provided by the unit, proposed changes in procedures and methods and organizing and attending meetings of interested parties to obtain views of user requirements.
• Define requirements and assess implications of specific airline requests on the overall operation and level of service provided.
• Responsible for the completion of scheduling, and regularly reviews and revises the intended plan to accommodate schedule changes.
• Provide training to all RMU staff and new Coordinators while ensuring all manuals of operation, standard operating procedures and/or training manuals remain current and provide recommendations on areas for improvement to alleviate or resolve weaknesses.
• Participate in the development of Resource Management procedures and the integration of new services.
• Maintain and troubleshoot back-end system of the Online Coordination System program (OCS), Resource Management System (RMS) as well as Resource Editor (RE).
• Provide operational information as requested by the Manager, Operations, Airport flow.
• Act as Subject Matter Expert for related IT projects as directed by the Resource Management Unit Functional Manager.

This unionized position is classified at the Band 7 level, with an hourly wage rate of $47.35, based on a 37.5 hour work week. As part of the recruitment process, you will be required to complete a test.

This is the role for you, if you have:

• Minimum of 5 years’ experience in the delivery of resource allocation, or an acceptable combination of education and/or experience.
• 2 years experience in interacting with airlines, airport community Partners and other industry agents.
• Proven experience in writing reports, operational plans and standard operating procedures is required.
• Experience as a trainer or facilitator is required.
• Full qualification as a Resource Coordinator (must be maintained).
• Post-secondary education in a field related to Airport Operations (i.e. Aviation, Transportation and/or Logistics).
• Ability to obtain and retain a Transportation Security Clearance.

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

• Ability to effectively write reports, operational plans and standard operating procedures.
• Knowledge of computer applications including databases, spreadsheets and internet-based software; airline and airport operations; passenger processing and the layout of passenger processing areas and terminals, baggage handling procedures, and public information displays.
• Knowledge and understanding of the job functions of the GTAA baggage services contractor and baggage management staff, and various terminal tenants and their relation to the allocated resources.
• Knowledge and understanding of planning resources using artificial intelligent applications, airline operations, flight information systems and passenger movement.
• Knowledgeable in the performance of each role assigned to the Resource Coordinators.
• Knowledge and understanding of A-CDM@YYZ, including current and future initiatives involving the RMU, and act as the A-CDM Champion.
• Ability to effectively oversee, coach and train RMU Coordinators.
• Possess the ability to meet deadlines with competing interests of various departments.
• Strong problem-solving skills and sound judgment in a customer-centric environment.
• Possess enthusiasm and initiative when attempting to avoid conflict or inconvenience to tenants and the public.
• Strong ability to concentrate and to handle multiple priorities with excellent attention to detail is essential.
• Strong communication skills (oral, written and listening).
• Must be able to perform shift work on a rotational basis (days, afternoons, midnights) in an atmosphere that may result in distraction and interruption of work routines.
• Thorough knowledge of the rules, procedures, techniques and equipment operation with the ability to provide guidance to the RMU and Manager of Operations.
• Must be able to respond to conflicting demands and changing priorities in a diplomatic manner.
• Ability to work cohesively with various Managers of Operations: i.e.: AO/Baggage/Terminals/Airport Flow, ISM, and others including the unit management to plan, maintain and deliver the daily operations.
• Ability to multi-task while under pressure.
• Ability to develop effective working relationships and effectively liaise with internal management and external Partners.
• Knowledge of ARIS Suite- -WSI Fusion-EXCDS-MLAT-ULTRA-Zetron-CCTV-SCORE-OCS-EVIDS-ACDM.
• Proficiency in MS Office 365 (Word, Excel, PowerPoint).
• Must have strong analytical skills to assess the impact of their decisions.
• Strong background in IT systems, logic-based programming, or automation tools related to airport flow.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.