Service Delivery Manager - Bilingual (FR/EN)

We are currently hiring full-time Bilingual (English/French) Service Delivery Manager based out of the Yellowknife Airport.

Why Paladin?

Paladin Airport Security Services (PASS) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity.

• You receive top industry wages
• You have the opportunity to advance and grow your career
• You receive comprehensive benefits

What do Service Delivery Managers do?

• Overseeing screening operations at various checkpoints in their designated airport
• Overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity
• Take an ownership role in screening checkpoint operations and screening compliance
• Build and maintain strong customer relationships with the stakeholders within aviation security
• Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs)
• Achieve KPIs within their purview, while identifying both strengths and weaknesses in operations
• Lead and mentor Screening Officers, promoting an engaged and motivated workforce
• You will work closely with the Talent Acquisition and Labour Relations Teams to facilitate hiring, performance management and separation processes in alignment with company values and culture
• Conduct regular performance reviews and recommend employee recognition programs
• Apply corrective measures following the progressive discipline process when and as needed
• Compile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incident
• Assist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidents
• Conduct workplace investigations with guidance from People & Culture and the senior leadership team
• Perform essential administrative tasks in alignment with daily operations
• Actively performance manage screening officers

What you bring to PASS:

• Bachelor's degree in Business Administration, Management, Finance, Criminal Justice, or related field; OR a minimum of two (2) years of post-secondary education combined with a year of supervisory/managerial experience in a customer service, operational, or unionized environment
• Ability to acquire Transport Canada Security Clearance and eligibility for Federal Security Clearance
• Minimum of three (3) years of work-related experience in a protective service leadership role, preferably in the aviation security industry in a unionized environment
• Knowledge of relevant security and employment legislation
• Strong operational focus, ability to work under pressure and provide creative solutions
• Experience in managing personnel in a unionized environment
• Proficiency in using office software such as Word, Excel and PowerPoint
• Willingness to work irregular hours, shift work, and attend incidents after hours
• Strong communication, leadership, client service, and persuasive skills
• Fluency in English & French.

Posted until filled.

#PASS2

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!