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Operations Manager Richmond, BC Competitive

Operations Manager

Location: Richmond, BC |
Salary: Competitive |
Posted: 4 Oct 2021 |
Closes: 5 Nov 2021 |
Job Type: Full Time and Permanent |
Business Unit: Canada |
Region / Division: North America |
Reference: G4S/TP/2817232/218369

Operations Manager - YVR

Job Introduction:

G4S Aviation, under contract with the Canadian Air Transport Security Authority (CATSA), delivers screening services in 21 airports in BC and the Yukon Territory.

Reporting to the Operations Director, the Operations Manager is responsible for implementing the operational plans for the Vancouver International Airport.  The position provides leadership and demonstrates sound personnel management practices to provide effective operations support and maintain strong stakeholder relations.  In addition to checkpoint management, this position also supports Operation in areas such as recruitment and selection. The Operations Manager directly manages and mentors Service Delivery Managers and the Screening Officers. This position is a key driver for fostering a workplace culture aligned with G4S Aviation core values: Integrity, Service Excellence, and Teamwork.  

Role Responsibility:

MAJOR RESPONSIBILITIES, but not limited to

Effective Operations

  • Ensures the efficient and effective day-to-day service delivery to CATSA and other stakeholders
  • Executes plans to achieve KPIs and meet screening compliance targets
  • Reduces the number of adverse security incidents and improves the detection of threats through the screening process by engaging staff and addressing poor performance
  • Ensures compliance with standard operating procedures (SOPs), and adherence to Company policies, objectives, and goals
  • Identifies operational strengths and weaknesses and takes action to improve service delivery
  • Conducts security briefings and delivers key screening messages to the team; ensures daily briefings and reports are provided to the team
  • Ensures that all client and stakeholders’ complaints, problems and requests are investigated and effectively resolved in a timely manner
  • Establishes and maintains positive, respectful, and productive working relationships with Union representatives
  • Provides feedback to Capacity and Duty Managers to improve the efficient deployment of the screening personnel
  • Improves the passenger experience by reducing queue times where possible by ensuring that while security measures are paramount, that passengers are always treated with dignity and respect
  • Leads and/or participates in special projects

Employee Engagement and Performance Management

  • Provides leadership, mentoring, support to the Service Delivery Managers and Screening Officers
  • Coaches, inspires and motivates team through regular communication and feedback
  • Conducts regular performance reviews for their direct reports, provides regular feedback and suggestions to improve productivity and performance
  • With support from the LR team, ensures correct interpretation and adherence to the collective agreement on matters including, but not limited to, workplace investigations and progressive discipline
  • Issues corrective action and discipline as required up to and including termination
  • Conducts workplace investigations; acts as management representative in disciplinary and grievance proceedings at Step 1

Employee Development

  • Works in collaboration with the Training Department and their teams to maintain established training standards; identifies training needs for the members of their teams and provides input to Training and HR
  • Manages the recruitment and selection of Service Delivery Managers and Screening Officers when needed; in collaboration with HR, shortlists candidates, conducts interviews and makes hiring decisions

The Ideal Candidate:


  • College or University Degree or equivalent combination of education and experience
  • Five years’ experience in a management role, preferably in a unionized environment
  • Two years’ experience as a Manager in an operational setting highly preferred
  • Strong working knowledge of rotational shifts, site schedules, SOPs, KPIs an asset
  • Working knowledge of an airport operations and environment considered a strong asset
  • Understanding of attendance management program and progressive discipline is required
  • Strong operational focus with the ability to act under pressure and provide creative solutions
  • A solid track record of leading change with a strong drive for results
  • Proven ability to work effectively with employee groups and build partnerships at all levels of the organization
  • Proven ability to implement performance management / discipline with direct reports
  • Proficiency in office software programs and applications such as MS Office suite, Google suite, mobile equipment and applications
  • Ability to work shifts as required by Operations; ability to work irregular hours and attend to serious operations incidents after hours
  • Strong communication, client service and consulting skills
  • Strong leadership, presentation and persuasion skills
  • Demonstrated ability to build influence with a range of stakeholders
  • Places organizational success above individual gain
  • Must be eligible to attain and maintain the appropriate level of Federal and Transport Canada security clearance

About the Company:

G4S is an inclusive and equitable employer, encouraging applications from qualified women and men including persons with disabilities, members of visible minorities, and Aboriginal persons.

G4S est un employeur inclusif et équitable, en encourageant les candidatures de femmes qualifiées et les hommes y compris les personnes handicapées, les membres des minorités visibles et les personnes autochtones.

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