Service Delivery Manager - Vancouver International Airport

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Job description

Reporting to the Operations Manager, this position has full responsibility for screening operations within a certain area and for the delivery of all operational KPIs within the area of oversight while identifying operational strengths and weaknesses, and improving service delivery and operational efficiencies. Leading a team of Screening Officers, this position is accountable for promoting a workplace culture defined by our values: Integrity and Respect, Safety, Security and Service Excellence, Innovation and Teamwork.

Responsibilities include, but not limited to:

Actively engages in managing the screening checkpoint by monitoring queue length, service levels, reporting on changing needs and seeking additional staff from the Operation Center when required
Builds and maintains a strong customer relationship with assigned business area
Achieves Key Performance Indicators (KPIs) and ensures compliance with Standard Operating Procedures (SOP's) on a daily basis
Manages Screening Officers by acting as a coach and mentor in order to create and maintain an engaged, motivated work force.
Conducts regular performance reviews and makes recommendations for employee recognition program
Applies corrective measures as required following the progressive discipline process.
Assigns staff to screening positions, monitors breaks, conducts specified training, and accommodates language requirements
Compiles shift reports for the screening area under their management
Assists Screening Officers in dealing with complaints, security incidents, and other issues
Assists in recruitment as needed
Conducts workplace investigations with the guidance of LR Advisor and senior management
Conducts interviews with employees as per the Attendance Management Policy and Program
Other duties as required

Education, Experience and Skills

College or equivalent experience
Minimum five years work-related experience in a similar managerial role, preferably in the Aviation Security Industry in a unionized environment
Knowledge of relevant security and employment legislation
Strong operational focus with the ability to act under pressure and provide creative solutions
Experience in the management of personnel in a unionized environment
Ability to work effectively with large employee groups and build partnerships at all levels of the organization
Ability to implement performance management / discipline with direct reports
Ability to use office software programs such as Word, Excel and PowerPoint
Willingness to work irregular hours / shift work / attend to incidents after hours
Strong communication, leadership, client service and persuasive skills
Places organizational success above individual gain
Must be eligible to apply for Federal Secret Security Clearance

About The Company

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.