Samsic is HIRING – Manager on Duty ATW
We are looking for a Manager on Duty ATW to support our United team at the Toronto Pearson station. The successful candidate will be an energetic, positive, professional, and self-motivated individual providing exceptional operational support.
About Samsic Assistance Canada Inc.
Samsic Assistance is part of the global Samsic Group, a leader in aviation services, facility management, and customer experience across more than 30 countries. Samsic Assistance Canada Inc. operates in all five of Canada’s major airports: Toronto Pearson, Montréal-Trudeau, Vancouver International, Calgary International, and Edmonton International. The company’s Canadian headquarters are located in Montréal, Québec. At Toronto Pearson, we are committed to delivering safe, reliable, and high‑quality ground handling services that support the success of our airline partners and the smooth flow of Canada’s largest airport.
Joining Samsic means becoming part of a dynamic, people‑focused organization where operational excellence, innovation, and teamwork drive everything we do.
"Our organization is strong, and our greatest pride is to have the support of the men and women who contribute to our collective success day after day. Together, we will continue to grow and ensure our sustainability, now and into the future.” ~ Groupe Samsic: Leader des services aux entreprises en Europe et dans le monde
Samsic Assistance Canada offers competitive salary packages, an incredible work environment, and career advancement opportunities.
This position will be based at the address below:
6301 Silver Dart Dr, Mississauga, ON L5P 1B2 | Toronto Pearson International Airport
For more information about our company, visit our websites at:
www.samsic.aero or www.samsic.com
Roles and Responsibilities:
- Report to work on a regular and timely basis and report directly to the Operations Manager.
- ATW Duty Manager assists in communicating policies and procedures within their operation – at the request of the Operations Manager. They assist with directing and coordinating activities to provide a safe, efficient, and customer-focused environment while maintaining operational excellence. This position requires working in a fast-paced environment with time constraints to meet operational goals and airline requirements. A professional and positive image must be consistently displayed by the employee. “Lead by Example” concept is strongly promoted.
- ATW Duty Manager fulfills operational objectives and works in conjunction with the Operations Manager to ensure all directives are followed.
- Actively participates in the Safety Management System (SMS) responsibilities.
- Verify training and education is provided.
- Identify, correct and actively seek out emerging hazards, and know effective control measures for hazards within the passenger services operation.
- Directly observe workers and verify that workers’ performance meets expectations for safety, service, and compliance.
- Direct and instruct workers.
- Respond to worker questions and concerns.
- Ensure the health and safety of all workers.
- Provide/verify workers’ training before undertaking new tasks.
- Coordinate and oversee passenger service activities, including check-in, boarding, arrivals, baggage service coordination, and customer service functions.
- Ensure that processes are delivered within SLA standards and compliance limits while adhering to safety, security, and airline requirements.
- Schedule and coordinate SA employees as required, ensuring all shifts are covered.
- Work with the Operations Manager and Senior Management team to ensure staffing levels are complete and be involved in the hiring process, including interviewing and delivering training to Passenger Service Agent candidates.
- Work with the Operations Manager to ensure employee assessments are completed in a timely fashion.
- Delegate daily flight responsibilities among passenger service team members and assign all team members accordingly.
- Follow and enforce all airline standard operating procedures.
- Monitor passenger service delivery to ensure a high standard of customer service is maintained and operational disruptions are handled efficiently and professionally.
- Ensure proper first aid procedures are administered to injured staff and that correct reporting procedures are carried out.
- Ensure complete flight and passenger service paperwork is submitted in a timely manner.
- Delegate job duties as required and ensure completion.
- Participate in oversight of all operations during hours when required.
- Maintain Quality Assurance oversight for operational issues relating to service delivery, regulatory compliance, and safety, providing suitable corrective and/or preventative actions where necessary.
- Cooperate fully with Inspectors and airline representatives to achieve quality inspection commitments and operational standards.
- Assist in handling irregular operations (IROPS), flight delays, cancellations, denied boarding, and passenger service recovery situations as required.
- Perform other passenger service duties as assigned.
Qualifications:
- Previous passenger service and training experience preferred.
- Demonstrated ability to lead by example by creating a positive learning and work environment.
- Knowledge of airline passenger handling procedures, check-in systems, boarding procedures, and customer service operations is required.
- Must have a valid RAIC and any other airport or airline-required certifications.
- You should have a flexible work schedule and be able to work evenings, weekends, and holidays.
- Demonstrated reliability and punctuality.
- Strong organizational and multi-tasking skills are a must.
- Effective verbal and written communication skills are necessary.
- Ability to carry out time-critical decisions and manage operational disruptions.
- Self-starter, self-motivated, able to work within strict timelines in order to maintain on-time performance while ensuring safety, security, and customer service standards are met at all times.
- Strong conflict resolution and customer service skills are required.
- Basic computer literacy is preferred, including familiarity with airline passenger service systems.
- Eligible to work in Canada.
- Must be able to obtain and maintain any applicable transportation security clearance.
- Must successfully complete mandatory trainings.
Conditions of Employment
Candidates must be eligible to work in Canada at the time any offer of employment is made, and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Employment Equity
Samsic Assistance Canada is an equal opportunity employer that makes hiring decisions based on business needs and the best-qualified candidates available. The Company encourages applications from all qualified candidates, including women, members of visible minorities, and others who may contribute to diversification.
Accessibility
Samsic Assistance Canada aims to enhance diversity among its employees. We are committed to ensuring our recruitment processes are accessible and offer accommodations as needed for applicants. If you anticipate requiring accommodations during the interview process, please reach out to [email protected]
Job Types: Full-time, Permanent
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Experience:
- supervisory: 2 years (preferred)
Licence/Certification:
- RAIC (Purple Pass) (required)
Work Location: In person
