Specialist, Baggage Operations

The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.

What's in it for you!

As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, an employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.

What you can expect from this position:

Reporting to the Manager, Baggage Operations, this position is accountable for the overall T1 and T3 baggage flow, performance of the BHS and oversight on baggage programs and processes on a daily basis. The tasks involve leading all baggage system conditions through multiple platforms and applications while interfacing with various internal/ external agencies in a fast-paced environment. It requires the ability to handle competing priorities, always maintaining sound operational decision-making with a high level of professionalism and function as a central communication point of contact for all BHS related activities and effectively communicate with the field team and partners. The SBO must have a solid understanding of the baggage handling system layout and associated controls functionality to efficiently lead the baggage flow and direct staff to respond to events, mitigating operational impact.

As a Specialist, Baggage Operations, you will:

• Proactively manage the BHS in real time through the use of SCADA/ HMI, reporting tools and dashboards enabling areas of congestion or first level mechanical issues and identify operational concerns before they adversely impact operations.
• Consistently monitor baggage operations alerting BSOs through radio communication of faults, failures and issues and dispatch them to the appropriate location or parties while keeping track of real time response via current and evolving technologies.
• Actively monitor baggage programs and processes through the use of advanced SCADA/HMI, reporting tools and dashboards (e.g., ITD, IBD, BIWIS, SmartSuite Enterprise).
• Actively control and configuration of baggage related assets to ensure optimal baggage flow.
• Dynamically optimize the system to changing mechanical and operational conditions.
• In conjunction with Baggage Manager Operations, institute baggage related SOPs and contingencies in an expedited manner as we operate to maintain continued baggage flow.
• Monitor airline and Ground Handling compliance with baggage delivery SLAs.
• Ensure adherence to existing and future airline/ ground handler Service Level Standards (SLS)in respect to baggage flow.
• Lead Baggage Connection Process  (ITD, BIWIS, Inter-terminal).
• Oversight of 3rd party contractors (Manual Encode operations, Common Handler, Inter-terminal transfers, oversize delivery, SIA, oversize induction etc.).
• Liaise and communicate with AOC and other internal partners as required (breakdowns, support, and reporting).
• Interface and coordinate with other GTAA departments and partners including but not limited to airlines, ground handlers, CATSA, CBSA, US CBP.
• Approve and coordinate repairs and preventive maintenance on the BHS, HBS, SSBD, and EBS.
• Monitor contractor compliance with service agreements. Compile statistical reports on 3rd party compliance to GTAA SLAs as related to baggage operations.
• Liaise with the Baggage Manager Operations on all baggage-related operations, events and issues.
• Assist in the approval and coordination of all baggage areas project/construction shutdowns.
• Schedule staff for their daily assignment and ad hoc tasks.
• Dispatch BSOs, monitor, and provide real time information and guidance to clear and enable areas of congestion or system faults before they become operationally critical.
• Complete dynamic Day Of flight allocations for both inbound/ outbound baggage assets.
• Independently and/ or in conjunction with the Training & Quality Assurance team will complete the advanced flight allocations for both inbound/ outbound baggage assets.
• Use real-time baggage forecasting to develop a plan to ensure a seamless operation.
• Independently and/or in conjunction with management, evaluate baggage system reports and dashboard for trending analysis to provide recommendations for predictive/ corrective actions to mitigate real-time operational impact or prevent future occurrences.
• Identify, log and report on system or process deficiencies using real time reports and dashboards.
• Create report for distribution.
• Complete hand over report during shift changes.
• Support and assist with scheduling and payroll system administration (MYHR, Oracle, VC bids. Update timecards and complete Oracle related processes.

This unionized position has an hourly wage of $44.63, based on a 40-hour work week. The successful candidate must be available to commence the duties of the position once a selection decision has been made. A test will be administered as part of the competitive process.

This is the role for you, if you have:

• Minimum (4) four years’ experience in airline and/or airport related activities with preference to those with experience in the terminal, apron, and baggage operations.
• Experience in multi-tasking and analyzing data in a fast- paced environment.
• Ability to obtain and retain an Airside Vehicle Operators Permit (AVOP) within 30 days from date of assuming the role.
• Ability to obtain and retain a Transportation Security Clearance.

Knowledge and skills you bring, that set-you up for success:

• Fluent communication skills in English.
• Must have demonstrated leadership skills.
• Strong problem-solving skills.
• Working in a high-pressure, time-sensitive environment.
• Data and Statistical analysis/ reports creation.
• Ability to interpret baggage-related data and critical metrics.
• Proficient communicator, with strength in both verbal and written formats.
• Ability to conduct informative and efficient briefings and meetings with staff and external parties.
• Understanding of Toronto Pearson and Airline operations with respect to security, baggage and CNX process.
• Ability to assign/delegate duties.
• Demonstrated planning and computer application skills, i.e., Microsoft Office Suite.
• Well-versed in all baggage-related SOPs and contingencies (ITD, BIWIS, ITT, HBS, BHS-Government policies and programs) with the ability to implement as required.
• Compliance with Regulatory training (LMS) including Facilities Control Measures/ Safety training, and PPE requirement.
• Ability to multitask and work under time constraints, assess situations quickly and formulate plan of action to resolve matter within established SOPs.
• Ability to resolve conflict between various parties that may arise both internal and external. Elevate to management beyond first level conflict resolution efforts.
• Knowledge and understanding of all baggage flow process: BIWIS, ITD, ITT, IRROPs etc. and ability to direct staff and external parties to ensure both they and Pearson Airport are compliant and operating within legislative guidelines.
• Specialized knowledge of connection baggage process and requirements.
• Knowledge and understanding of CBSA and USCBP regulatory requirements and procedures as it relates to baggage.
• Knowledge and understanding of baggage flow process and regulatory protocol at Pearson Airport and their affiliated legislative contingencies.

The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.