Baggage Operations Manager

*Company Overview* *Samsic Assistance Canada Inc.* is a leading ground handling service provider at Toronto Pearson International Airport. We deliver a full range of passenger, baggage, ramp, and aircraft services for international and domestic airline partners. Our success is built on a culture of safety, operational excellence, teamwork, and exceptional customer service. Every day, our employees play a critical role in keeping aircraft moving safely, efficiently, and on schedule while providing a world-class experience for our airline customers and passengers. We are committed to developing our people, embracing innovation, and maintaining the highest standards of performance across all areas of our operation. _*Keeping Toronto Moving, One Flight At A Time*_ *Employment Type:* Full-Time *Position Summary* The Baggage Operations Manager is responsible for the safe, efficient, and compliant management of all baggage handling operations across Toronto Pearson Airport. This role oversees baggage make-up, baggage delivery, interline baggage processing, mishandled baggage performance, staffing, training, safety compliance, equipment utilization, and operational performance. The Manager will ensure all airline, GTAA, regulatory, and company service standards are consistently achieved while maintaining operational excellence and customer service. *Key ResponsibilitiesOperational Leadership* * Manage daily baggage operations across Terminal 1, Terminal 3, Infield Concourse, H-Gates, and remote stands.
* Ensure efficient execution of:
* Baggage make-up
* Aircraft baggage loading and unloading
* Interline baggage transfers
* Inbound baggage delivery
* Mishandled baggage processing
* Coordinate staffing and resources to support airline schedules and operational demands.
* Work closely with airline representatives, GTAA stakeholders, and internal departments to resolve operational challenges. *Performance Management* * Monitor and achieve KPIs related to:
* First bag and last bag delivery performance
* On-Time Performance (OTP)
* Mishandled baggage ratios
* Safety and security metrics
* Analyze operational data and implement corrective measures when service levels are not being achieved.
* Develop and execute action plans to drive continuous improvement. *Safety & Compliance* * Ensure compliance with:
* GTAA regulations
* Ground Operations Manual (GOM)
* Airport Traffic Directives (ATDs)
* IATA Ground Operations standards
* Occupational Health & Safety requirements
* Company Safety Management System (SMS)
* Conduct investigations into incidents, accidents, baggage delays, and operational irregularities.
* Lead root-cause analysis and corrective actions. *Team Leadership* * Recruit, train, mentor, and develop baggage supervisors and front-line employees.
* Conduct performance reviews and coaching sessions.
* Ensure appropriate staffing levels are maintained at all times.
* Promote a safety-first culture focused on accountability and operational excellence. *Equipment & Resource Management* * Oversee the utilization and readiness of:
* Baggage tractors
* Baggage carts
* Belt loaders
* Ground Support Equipment (GSE)
* Ensure equipment is maintained, inspected, and operated in accordance with company and airport requirements.
* Coordinate equipment allocation to support airline operations. *Customer & Airline Relations* * Serve as the primary operational contact for baggage-related airline concerns.
* Participate in operational meetings with airline partners and airport stakeholders.
* Respond to service failures and implement recovery solutions. *Qualifications Required* * Minimum 5 years of airport ground handling experience.
* Minimum 3 years of progressive leadership experience in baggage or ramp operations.
* Strong knowledge of:
* Airline baggage systems
* Ramp operations
* GTAA operational procedures
* IATA Ground Handling standards
* Excellent leadership and people management skills.
* Ability to work in a fast-paced, 24/7 airport environment.
* Strong analytical and problem-solving abilities.
* Valid G Driver's Licence.
* Ability to obtain and maintain:
* RAIC
* AVOP *Preferred* * IATA Ground Operations certification.
* Supervisory or management training.
* Experience with workforce planning and resource management systems.
* Airport Safety Management System (SMS) knowledge. *Key Performance Indicators (KPIs)* * Inbound baggage delivery compliance.
* First bag and last bag performance.
* Mishandled baggage ratio.
* On-Time Performance (OTP).
* Safety incident rate.
* Security incident rate.
* Employee training compliance.
* Customer and airline satisfaction scores.
* Labour productivity and operational efficiency. [Samsic Lic...m - signed | PDF] *Core Competencies* * Safety Leadership
* Operational Excellence
* Team Development
* Customer Focus
* Decision Making
* Conflict Resolution
* Continuous Improvement
* Communication & Collaboration
* Accountability
* Strategic Planning Pay: $60,000.00-$65,000.00 per year Benefits:
* Company events
* Dental care
* On-site parking
* Paid time off
* Vision care Application question(s):
* What Airport Companies has the candidate worked at in their past? Experience:
* Ramp Ground Handling : 3 years (required) Work Location: In person