Manager, Commercial Quality and Auditing

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 1,800 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.

Position Summary:

Reporting directly to the Director, Concessions Management and Development the role develops the framework for Commercial Quality Management Program and working with a team and cross enterprise to implement. The Program will include partner auditing across various commercial and operational standards to ensure quality assurance and control processes are present and concession partners are operating to expectations held by the GTAA. The framework will allow the commercial team to monitor, investigate, audit, analyze commercial partner performance, ensuring compliance with Leases, Pricing Polices, Tenant Standards, conformance to GTAA’s plans and programs and effectiveness in testing our safety and security systems. Leading the implementation of the Pearson Standard with the Commercial Partners.

Key Accountabilities:

• Development, implementation, oversight and continuous improvement of overarching Quality Management Program for Concessions Team
• Ensures the quality management framework is well defined and processes and procedures are followed consistently to ensure compliance and conformance to security regulations and department plans and programs
• Development of Quality Control Program and ensuring departments use the same defined processes and procedures for conducting quality control within their area
• Identifies criteria for tenant/unit performance and lease compliance
• Create a dashboard to report on partner performance against the audited program
• Develops the scope for Tenant Performance Improvement Initiatives and Plans based on revenue/sales performance, Mystery Shopper Feedback, etc.
• Responsible for carrying out quality assurance audit activities to ensure all commercial partners are abiding by the Pearson Standard
• Establishment customer service training program focused on providing partners with the tools to deliver courteous and effective experiences to our passengers
• Work closely with passenger experiences team to ensure that the concession strategy is in line with the customer experience
• Lead people by providing coaching, guidance, and development by providing relevant feedback for personal and career growth
  
  
  

The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.

Qualifications:

• Post-secondary diploma in quality assurance, business or concessions management
• 3+ years of people management or people leadership experience
• 5+ years quality assurance experience within airport, concession environment or relevant experience
• Demonstrated experience working in a customer centric environment
• Able to obtain and retain Transportation Security Clearance at the designated level for the position
  
  
  

Key Accountabilities:

• Able to lead all dimensions of planning efficiently and effectively for projects
• Strong business acumen and presentation skills
• Knowledge of negotiation strategies, retail programs or plans and strategies
• Demonstrated experience in working in an ever-changing, highly regulated environment
• Strong communication and relationship building skills, balanced with a high level of confidence to influence and present at all levels
• Demonstrated skills and experience developing and delivering presentations to a varied audience
• Strong presentation skills (written and verbal)
• Proficient Microsoft Office suite programs such as Excel, Word, and PowerPoint
• Ability to use Data Management products such as Tableau
• Ability to develop quality management programs, auditing plans/processes and procedures
  
  
  

The GTAA is a federally-regulated private sector corporation. The Government of Canada has suspended mandatory vaccination requirement for federally regulated transportation sector workers. The GTAA continues to monitor government and health developments relating to COVID -19 and may re-introduce the Vaccination and proof of Vaccination requirements in the Policy at any time.

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