As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.
This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.
So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.
We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.
The role: AIRPORT DUTY MANAGER, TORONTO YYZ
Currently, British Airways has an exciting opportunity open as Airport Manager, Toronto.
This position will be based at Toronto Pearson International Airport.
You will be leading a team of both Customer Service and Ramp Handling professionals in delivering excellent customer service within strict financial parameters. You will also be responsible for ensuring delivery of all compliance standards to ensure we operate a safe, secure, and punctual operation. You will be fully accountable for all of the station’s performance standards and targets.
You will be required to deliver safety and security compliance as per corporate requirements, Customer satisfaction (NPS), Operational Performance (OTP, RTG, ARTG, and Departure within 15) and Ancillary revenue as agreed in financial plan.
Influencing and collaborating with the Management team in The Americas, Commercial, Safety, Security, IAG and Operations in the UK will be paramount, in addition to partnering with several other key departments as required including HR, Finance and Procurement.
What youll do:
• Coach, develop and support a team of Ground Handling Agents (above and below wing) to deliver excellent safety, security, customer service and performance.
• Create an environment that fosters high staff engagement.
• Responsible for delivery of all station operational KPIs and customer service targets to agreed level.
• Ensure appropriate service recovery processes are implemented and actioned.
• Represent British Airways in all customer related issues and work with all local airport authorities to ensure the safe, efficient operation of the station.
• Ensure full compliance with all safety and security processes, procedures, and audit requirements.
• Effectively manage budgets within agreed limits and ensure financial compliance with audit requirements.
• Negotiate with suppliers within corporate parameters.
• Maintain effective communication with Ground Handling Agent management, Ground Handling Agent airport staff, airport authorities, government agencies, colleagues and interdepartmental staff as required to successfully manage the airport operation.
• Hold all key suppliers accountable to deliver agreed Service Level Agreements (SLAs).
• Act as Hearing Officer, as required.
• Drive continuous improvement with all suppliers!
• Ensure all administrative duties are completed on-time and to high standard.
What are we looking for?
- Takes ownership for delivery.
- Has a leadership style that empowers people to raise concerns (e.g. about safety, ethics, or performance)
- Self-aware and leads by example.
- Maintains focus and momentum to optimize performance. Recognizes, celebrates, and rewards high performance – and manages underperformance.
- Encourages continuous improvement and innovation.
- Ability to work in a team environment, to engage a team through excellent written and verbal communication skills,
- Ability to prioritize and deliver to schedule, with effective communication/negotiation skills to make string decisions and problem solve.
- Willingness to work weekends and irregular shifts/ travel on occasions.
- Strong customer focus, with effective planning skills with the ability to prioritize urgent matters.
- Active Leadership with Attention to detail
We are an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
You must have the right to live in CANADA and employment authorisation to work in CANADA to be eligible for this role.