Director of Operations

Reporting to the Senior Director of Operations, the Director, Operations will primarily be responsible for overseeing all aspects of service delivery within their zone (Class 2/3 Airports in Alberta, Saskatchewan, Manitoba and Northwest Territories), while coordinating with the Support Service Departments (People & Culture, Quality Assurance, and Improvement) to produce efficient day-to-day delivery of screening service operations in alignment with all applicable Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s). The Operations Director will be responsible for providing leadership, mentoring, and coaching of the Operations Managers, who will directly perform Management and Administrative Services of the screening operations.

Responsibilities

· Build and maintain strong collaborative relationships with staff at all levels (front-line to senior leaders), the client (CATSA), union representatives and aerodrome stakeholders

· Monitor day-to-day performance of the operation, identifying risks and assessing overall efficiency and effectiveness

· Responsible for managing budget (billable and non-billable hours, headcount requirements etc.)

· Deliver operational excellence to ensure all operational objectives are met as set out in the KPI’s and SLA’s

· Identify and implement service improvement to prevent security breaches, increase throughput and improve customer service

· Work closely with multi-disciplinary departments to identify positive/negative trends and refine policy and procedures to enhance operational success

· Champion Paladin’s CARE Culture by aligning operational deliverables and the employee experience to drive continuous improvement, accountability, respect and excellence

· Support Operations Managers and Labour Relations for sensitive and complex Labour Relations issues

· Provide leadership, mentorship and guidance to Regional Operations Managers and Service Delivery Managers

· Respond to emergency or escalated situations in a 24/7 operation as required

Requirements

· 7+ years of management experience, ideally managing a large workforce

· Diploma or Degree in a related field (i.e. Criminology, Business) is

a strong asset

· Experience working in a heavily regulated environment and/or familiarity

with the Aviation industry is a strong asset

· Previous experience managing a unionized workforce is preferred

· Proven leadership, management and mentorship excellence

· Expert communication skills with the ability to lead and navigate difficult conversations

· Strong business acumen with the ability to analyze data and make sound strategic decisions

· Flexibility to support dynamic and high stakes 24/7 environment

· Ability to travel 20-50% (approx.). Travel need is based on operational requirements

· Clean criminal background (no unpardoned convictions)

· Able to obtain a Transportation Security Clearance and Secret Clearance