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Regional Service Delivery Manager

Paladin Airport Security Services
Whitehorse, YT

Quick apply

Job details

Full-time

Skills

Microsoft Powerpoint
Microsoft Word
French
Business Management
Microsoft Excel
Customer service
Nielsen
Post-secondary education
Finance
Supervising experience
Bachelor's
Personnel management
Business
Leadership
Communication skills

Full job description

Regional Service Delivery Manager

The Regional Service Delivery Manager (RSDM) is primarily responsible for overseeing screening operations at the various checkpoints in their designated airport and ensuring the achievement of all operational Key Performance Indicators (KPIs) within their purview, while identifying both strengths and weaknesses in operations and striving to enhance service delivery and operational efficiencies. In this leadership role overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity.

Responsibilities

Take an ownership role in screening checkpoint operations and screening compliance
Build and maintain strong customer relationships with the stakeholders within aviation security
Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)
Lead and mentor Screening Officers, promoting an engaged and motivated workforce
Conduct regular performance reviews and recommend employee recognition programs
Apply corrective measures following the progressive discipline process when and as needed
Compile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incident
Assist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidents
Conduct workplace investigations with guidance from People & Culture and the senior leadership team
Perform essential administrative tasks in alignment with daily operations

Qualifications

Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR a minimum of two (2) years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, operational, or unionized environment
Ability to acquire Transportation Security Clearance (TSC) and eligibility for Federal Security Clearance
Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environment
Knowledge of relevant security and employment legislation
Strong operational focus, ability to work under pressure and provide creative solutions
Experience in managing personnel in a unionized environment
Proficiency in using office software such as Word, Excel and PowerPoint
Willingness to work irregular hours, shift work, and attend incidents after hours
Strong communication, leadership, client service, and persuasive skills
Fluency in French is an asset

Salary: $70,000 + 10% bonus

The position is fully based at the Erik Nielsen Whitehorse International Airport (YXY). Work hours will reflect opening hours of the airport, from early morning to evening, and including weekend and holidays.

The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you'd like to join, we want to meet you!

La différence Paladin commence avec notre équipe. Nous nous engageons à être Curieux, Responsable, Respectueux et Exceptionnel, et à rendre le monde plus sûr et plus convivial parce que nous "Nous soucions"! Si cela vous semble être une équipe à laquelle vous aimeriez vous joindre, nous voulons vous rencontrer!

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Regional Service Delivery Manager

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Human Resources Services Coordinator

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