Hub Manager, Toronto (YTZ)

The Hub Manager, Toronto (YTZ) is a member of the Airport Operations leadership team that is responsible for Porter’s aircraft turn performance, passenger service experience, ground handling and aircraft catering at the YTZ Hub.

The Hub Manager is accountable for the station’s consistent execution to defined safety, commercial, operational, passenger service and employment standards. Identifies and eliminates barriers to reduce station-controllable delays and works cross-functionally to reduce system controllable and uncontrollable delays. This role works diligently to achieve a safe and accident-free operation and regularly engages with leaders and team members to foster their commitment to Porter’s success. Meeting defined financial performance targets and constantly seeking ways to drive operational efficiency, while supporting team members and passengers is key.

Works cross-functionally and with stakeholders outside the Porter organization to ensure team members have the necessary tools, training, processes and resources to achieve the team’s targets and metrics.

Is responsible for building and sustaining a high-performance culture of teamwork and commitment to service and operational reliability throughout YTZ, with significant focus on actively developing the leadership capabilities of the group’s Leads, Supervisors and Assistant Managers.

The Hub Manager ensures 7-day-per-week, in-station leadership coverage, with management actively engaged in the station operation during peak passenger hours of the day and during irregular operations. 

DUTIES AND RESPONSIBILITIES:

●       Leads and manages YTZ passenger service functions. Works closely with station leaders to ensure team members consistently deliver passenger service to defined standards and achieve aircraft turn performance. Works across the organization to remove barriers so team members are able to achieve these core above the wing functions

●       Leads and manages YTZ ramp functions. Works closely with station leaders to ensure team members consistently follow required procedures to achieve aircraft turn performance and baggage service standards while also maintaining a safe and accident-free environment. Works across the organization to remove barriers so team members are able to achieve these core below the wing functions

●       Establishes weekly leadership schedules to ensure 7-day-per-week, in-station management coverage (overseeing operations and passenger interactions at the check-in counter, at departure lounges and gates and on the ramp), with hours focused on peak passenger times; leadership schedules are to meet established expectations of manager/assistant manager operational engagement 65% of their day and supervisors 80% of their day

●       Actively engages with operations, passenger interactions and team member coaching at the check-in counter, at departure gates and on the ramp 65% of their day; higher if core operational, service, and safety metrics are not being regularly met

●       Manages local administrative support team to handle the station’s administrative support needs

●      Oversees Porter’s aircraft catering at Billy Bishop Toronto City Airport (BBTCA), including financial oversight and operations.  Leads operational performance of the catering function to enable consistent delivery of defined in-flight service standards, proper maintenance of all catering-related equipment and proper inventory management. Ensures all health and safety requirements are met. Collaborates with Station Managers to ensure station catering inventory levels are maintained

●       Works closely with Senior Analyst, Airport Operations; Manager, Process and QA; Manager, Learning and Development; and People and Culture to proactively manage all aspects of team member resources to maintain the trained headcount needed to support operational reliability and service targets while ensuring the most efficient scheduling of resources that achieves budgeted labour costs

●       Actively works to maintain healthy Team Member Engagement levels

●       Actively works to maintain healthy and effective labour union relationships. Is actively involved in the negotiation of bargaining agreements, manages grievance procedures and ensures company and workforce compliance with labour agreements

●       Works with Porter GSE Maintenance and third party suppliers to ensure ground service equipment (GSE) are properly maintained, safe and reliable to support YTZ operations. Develops near-term and long-term fleet plans, including operational and CAPEX budgets.

●       Conducts regular (weekly) operational metric and business reviews with station leaders to maintain operational performance, identify trends for corrective action and proactively manage human resource issues. Establishes and monitors station audit practices to ensure compliance with safety, reliability, service and regulatory standards and guidelines

●       Conducts regular (quarterly) reviews of station leadership performance, including objective setting, performance evaluation, and professional development plans. Recognizes successes, builds action plans for opportunities, manages leadership talent pipeline for succession planning

●       Establishes business cases for the necessary investments to reach and sustain operational performance

●       Collaborates with the Learning and Development department to support the training of YTZ team members 

●       Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for airline’s mission critical roles

●       Works with the YTZ terminal operator to ensure the services Porter provides under contract, namely ground handling, are performed to standard

●       Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy.

BEHAVIOURAL COMPETENCIES:

●      Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

●      Teamwork: Working collaboratively with others to achieve organizational goals.

●      Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

●      Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

●      Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

●      Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

●      Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.

●      Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.

●      People Leadership: Assuming a leadership role in helping others achieve excellent results.

●      Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

 
QUALIFICATIONS:

●      University degree or equivalent experience

●      5 - 10 years’ operations management experience

●      Strong interpersonal and leadership skills

●      Ability to lead under pressure, in a dynamic and ever-changing environment

●      Ability to effectively plan and manage time and people resources

●      High standard of personal integrity

●      Excellent communications skills (verbal and written)

●      Proficient in Google office suite

●      Flexibility with work schedule and ability to work irregular hours, weekends and on holidays

●      Ability to obtain and hold all required security clearances

LOCATION: Billy Bishop Toronto City Airport (YTZ)