<br/><br/><strong>What you can expect from this position:</strong><br/><br/>Reporting to the Manager, Terminal Services, the Terminal Officer (TO) serves as the GTAA representative on the terminal floor, ensuring efficient operations, compliance with contractual agreements, and high-quality service delivery. You will coordinate daily terminal activities, proactively resolve operational issues, and work collaboratively with airlines, tenants, agencies, and contracted service providers.<br/><br/><strong>As a Terminal Officer, you will:</strong><br/><br/><ul><li>Oversee day-to-day terminal operations to ensure safe, efficient passenger flow and proactively resolve congestion or processing bottlenecks.</li><li>Coordinate daily operational plans, including stanchion layouts, queue management, resource allocations, and adjustments during irregular operations.</li><li>Serve as the primary point of contact for airlines, government agencies, tenants, and service providers to address operational issues and maintain service continuity.</li><li>Inspect terminal facilities regularly and work with contracted service providers to ensure cleanliness, functionality, and compliance with service level agreements.</li><li>Monitor key operational processes (check-in, security screening, CBSA/USCBP, baggage flows, and passenger connections), escalating issues and implementing corrective actions.</li><li>Ensure compliance with GTAA policies, safety and security standards, operational procedures, and regulatory requirements, issuing non-compliance notices when necessary.</li><li>Respond to operational incidents, medical events, emergencies, and system outages, implementing contingency plans to restore normal operations quickly.</li><li>Support customer service excellence by addressing passenger concerns, enhancing amenity delivery, and maintaining high ASQ/Voice of Passenger performance.</li><li>Lead reporting and documentation, including daily activity summaries, trend identification, compliance findings, and operational recommendations.</li><li>Collaborate on special projects and operational initiatives, contributing to continuous improvement and cross departmental coordination.</li><li>Maintain a predictive and proactive approach across all areas of responsibility, anticipating challenges, identifying opportunities, and implementing effective solutions before issues arise.</li></ul><br/><br/>This unionized position is classified at the Band 7 level, with an hourly wage range 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. <br/><br/><strong>This is the role for you, if you have:</strong><br/><br/><ul><li>Minimum five (5) years in airport/airline operations or customer-facing environments.</li><li>Experience with stakeholders, agencies, and contracted service providers.</li><li>Strong multitasking and data analysis skills.</li><li>Incident Management System training preferred.</li><li>Post-secondary diploma or degree (Aviation, Business, Facilities, Contract Mgmt. preferred).</li><li>Ability to obtain and retain Transport Canada Security Clearance.</li></ul><br/><br/><strong>Knowledge and skills you bring, that set-you up for success:</strong><br/><br/><ul><li>Extensive knowledge of airport, airline, agency, and retail operations.</li><li>Understanding of baggage systems and connection processes.</li><li>Strong problem-solving, decision-making, and contingency planning.</li><li>Ability to identify trends, bottlenecks, and operational gaps.</li><li>Strong written communication skills and report writing.</li><li>Knowledge of regulations (CBSA, CATSA, USCBP, agriculture, security legislation).</li><li>Strong relationship-building and customer service abilities.</li><li>Ability to interpret flight schedules and make operational decisions.</li><li>Knowledge of contract management and SLA oversight.</li><li>A proactive, forward-thinking approach with the ability to anticipate needs, identify risks, and implement effective solutions.</li></ul><br/><br/>