Terminal Operations Specialist

at  Nieuport Aviation

ABOUT THE ORGANIZATION::

Nieuport Aviation owns and operates the passenger terminal at the award-winning Billy Bishop Toronto City Airport (YTZ). Backed by significant international expertise in managing aviation infrastructure, we are committed to world-class customer service for the airport’s passengers.
In addition to managing the terminal, Nieuport Aviation offers passengers a free bus shuttle service between the airport and downtown Toronto, helping to provide a seamless travel experience.
Nieuport is committed to a diverse and inclusive workplace. Nieuport is an equal opportunity employer and does not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

KEY ACCOUNTABILITIES::

• Monitor real-time flight operations which impact the Terminal operation, gating and passenger experience, anticipate and coordinate mitigation where applicable.
• Provide Terminal gate assignment for Carriers, using AMS. Proactively plan and make adjustment to the gate plan where applicable, coordinate and record tow activities.
• Communicate real-time with Carriers / Ground Handler related to gate assignments, update Terminal FIDS.
• Record tarmac delays/gate holds and reason(s), record departure delays when possible.
• General advisories to stakeholders, weather, gate closures, canopy use etc., activate lightning strobes.
• Provide gate assignment during active snow events, maintain logs and record of activities.
• Monitor the Terminal Apron Snow Desk phone, log and provide real-time communication with snow removal provider.
• Conduct apron inspections, monitor chemical inventory, supply and logs, report on/address safety concerns if required, with training.
• Provide aircraft sequencing during de-icing events, liaise with the de-icing service provider/Iceman.
• Monitor weather using IBM Weather Dashboard, XOVIS, other IT tools.
• Host weather related conference calls, pre/post events when required. Incident/Near Miss reporting.
• Assess and execute Terminal Plans, Standard Operations Procedures (SOP’s) with a focus on Safety, Security, and the passenger experience.
• Plan and monitor peak operational periods, monitor passenger flows for potential congestion, implement mitigation where applicable.
• Proactively respond and resolve Tenant and Stakeholder concerns through face-to-face interaction. Identify root cause / solutions, provide timely updates and recommendations to Terminal Operations Managers beyond real-time operations.
• Liaise and communicate with Ports Toronto, Airlines, Government Agencies, and stakeholders to alert of any potential Terminal disruptions. Work collaboratively to promptly mitigate and resolve any concerns.
• Complete routine facility inspections within the Terminal, e.g., cleanliness, maintenance, luggage cart supply
• Conduct Quality Assurance audits on managed contracts, shuttle bus, ground handling, apron Snow removal, passenger service ambassadors, concessions, car rental, etc.
• Proactively respond to operational demand, prepare reports, log, track, and trend operation events or deficiencies within the Terminal during each shift.
• Proactively identify and resolve safety and security concerns, log in Vortex, liaise with Ports Toronto Duty Manager, Terminal Ops Manager and Nieuport Safety, Security & Compliance.
• Assist with facility coordination, notices of work, and ad-hoc events that may impact the Terminal operation.
• Work collaboratively with internal and external Customers, foster a team culture environment.
• Pursue continuous improvement initiatives, recommend & develop plans.
• Coordinate resources and response to airport emergencies, Irregular Operations (IRROP’s), liaise with Ports Toronto Duty Manager, Terminal Operations Manager, and internal Nieuport departments as required. Participate in the Incident Management System (IMS) assess and escalate situations as per the IMS program.
• Perform other duties as required.

KEY QUALIFICATIONS::

• Must possess High School Diploma
• Secondary school education, plus 2-5 years experience in Airport/Airline Operations, Customer Relationship Management, Customer Service to two years of post-secondary schooling, or equivalent experience.
• French and/or second language an asset.
• Must meet the security level designated for the position, and obtain and retain a Transportation Security Clearance.
• Obtain Restricted Operator Certificate with Aeronautical Qualification (Radio Licence).

KNOWLEDGE SKILLS AND ABILITIES::

• Must posses a strong understanding of the aviation industry, airport operation processes, customer service, aviation security and public safety.
• Demonstrate strong leadership skills with the ability to make sound decisions in a fast-paced environment.
• Determined and resilient team player who takes initiative and proactively anticipates needs of the operation and our passengers.
• Ability to analyze data, identify problems, gaps, trends and recommend solutions.
• Ability to effectively liaise with senior leadership of various airlines, agencies and tenants.
• Capable of producing clear and succinct written and verbal reports.
• Knowledge of CBSA, USCBP, CATSA requirements, processes, and procedures.
• Ability to comprehend and apply numerous rules and regulations across all aspects of airport operations.
• Knowledge and understanding of airport passenger flows and connection process.
• Ability to utilize strong interpersonal skills to communicate, negotiate and resolve conflict using diplomacy and tact.
• Ability to lead a team, conduct daily briefings, meetings, lead conference call events when required.
• Coordinate events during irregular operations (IRROPs) and airport emergencies.
• Ability to work shifts, mornings, evenings, weekends, holidays, provide 24-hour, 7 day a week coverage to support the Terminal Operation.

Reporting to the Supervisor Terminal Operations, this cross functional role is responsible to ensure an efficient and seamless operation at our Airport Terminal and Apron. The incumbent will achieve top class customer service expectations and operational efficiencies with a focus Safety, Security, Compliance, Airport Service Quality (ASQ) and the Passenger Experience. Responsible for resource planning, provide daily gate assignments, and update Terminal FIDS using the AMS gating planning tool. Effectively communicate with Carriers in support of their operation to optimize on-time performance. Provide daily support to our internal and external Customers, Airlines, Government Agencies, and other business partners to ensure service excellence. Provide shift oversight of the Nieuport terminal services, shuttle Bus, passenger service ambassadors, day-of facilities management, cleaning, and IT to ensure service standards and KPI’s are achieved. Complete quality assurance inspections and safety audits of our ground handling service provider and support snow coordination activities during the winter operations. Proactively identify, resolve and/or escalate potential problems to ensure timely resolution, support other internal departments to execute on deliverables to all Customers.