Director, Operations

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!
Job Skills / RequirementsWe are recruiting a Director, Operations - Class 2/3 based out of Calgary Airport. Reporting to the Regional Director of Operations, the Director, Operations will primarily be responsible for overseeing all aspects of service delivery within their zone (Class 2/3 Airports in Alberta, Saskatchewan, Manitoba and Northwest Territories), while coordinating with the Support Service Departments (People & Culture, Quality Assurance, and Improvement) to produce efficient day-to-day delivery of screening service operations in alignment with all applicable Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s). The Operations Director will be responsible for providing leadership, mentoring, and coaching of the Operations Managers, who will directly perform Management and Administrative Services of the screening operations.
Responsibilities
Build and maintain strong collaborative relationships with staff at all levels (front-line to senior leaders), the client (CATSA), union representatives and aerodrome stakeholders
Monitor day-to-day performance of the operation, identifying risks and assessing overall efficiency and effectiveness
Responsible for managing budget (billable and non-billable hours, headcount requirements etc.)
Deliver operational excellence to ensure all operational objectives are met as set out in the KPI’s and SLA’s
Identify and implement service improvement to prevent security breaches, increase throughput and improve customer service
Work closely with multi-disciplinary departments to identify positive/negative trends and refine policy and procedures to enhance operational success
Champion Paladin’s CARE Culture by aligning operational deliverables and the employee experience to drive continuous improvement, accountability, respect and excellence
Support Operations Managers and Labour Relations for sensitive and complex Labour Relations issues
Provide leadership, mentorship and guidance to Regional Operations Managers and Service Delivery Managers
Respond to emergency or escalated situations in a 24/7 operation as required
Requirements
7+ years of management experience, ideally managing a large workforce
Diploma or Degree in a related field (i.E. Criminology, Business) isa strong asset
Experience working in a heavily regulated environment and/or familiarity with the Aviation industry is a strong asset
Previous experience managing a unionized workforce
Proven leadership, management and mentorship excellence
Expert communication skills with the ability to lead and navigate difficult conversations
Strong business acumen with the ability to analyze data and make sound strategic decisions
Flexibility to support dynamic and high stakes 24/7 environment
Ability to travel 20-50% (approx.). Travel need is based on operational requirements
Clean criminal background (no unpardoned convictions)
Able to obtain a Transportation Security Clearance and Secret Clearance
Additional Information / BenefitsPaladin Airport Security Services Ltd. (“PASS”) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Airport Security Services Ltd. (“PASS”). is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.
Paladin Airport Security Services is interested in getting to know candidates authentically and with integrity. To ensure a fair, transparent and equitable selection process, please do not use AI tools during your application, pre-employment testing, or interview. Failure to adhere to this guideline may result disqualification from the recruitment process.Les Services de Sécurité de l’Aéroport Paladin (PASS) ont une main-d'œuvre diversifiée. Nous croyons et nous nous engageons envers une culture de travail fondée sur le respect, l'inclusion et la diversité. Les Services de Sécurité de l’Aéroport Paladin (“PASS?”) s'engagent à fournir des accommodements pour les personnes handicapées tout au long du processus d'entrevue et pendant leur emploi. Si vous avez besoin d'un accommodement pendant le processus d'entrevue, veuillez-nous en informer et nous travaillerons avec vous pour répondre à vos besoins.
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