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About the Role

The Terminal Officer (TO) serves as the GTAA representative on the terminal floor, ensuring efficient operations, compliance with contractual agreements, and high-quality service delivery. You will coordinate daily terminal activities, proactively resolve operational issues, and work collaboratively with airlines, tenants, agencies, and contracted service providers.

Responsibilities

• Oversee day-to-day terminal operations to ensure safe, efficient passenger flow and proactively resolve congestion or processing bottlenecks.
• Coordinate daily operational plans, including stanchion layouts, queue management, resource allocations, and adjustments during irregular operations.
• Serve as the primary point of contact for airlines, government agencies, tenants, and service providers to address operational issues and maintain service continuity.
• Inspect terminal facilities regularly and work with contracted service providers to ensure cleanliness, functionality, and compliance with service level agreements.
• Monitor key operational processes (check-in, security screening, CBSA/USCBP, baggage flows, and passenger connections), escalating issues and implementing corrective actions.
• Ensure compliance with GTAA policies, safety and security standards, operational procedures, and regulatory requirements, issuing non-compliance notices when necessary.
• Respond to operational incidents, medical events, emergencies, and system outages, implementing contingency plans to restore normal operations quickly.
• Support customer service excellence by addressing passenger concerns, enhancing amenity delivery, and maintaining high ASQ/Voice of Passenger performance.
• Lead reporting and documentation, including daily activity summaries, trend identification, compliance findings, and operational recommendations.
• Collaborate on special projects and operational initiatives, contributing to continuous improvement and cross departmental coordination.
• Maintain a predictive and proactive approach across all areas of responsibility, anticipating challenges, identifying opportunities, and implementing effective solutions before issues arise.

Requirements

• Minimum five (5) years in airport/airline operations or customer-facing environments.
• Experience with stakeholders, agencies, and contracted service providers.
• Strong multitasking and data analysis skills.
• Incident Management System training preferred.
• Post-secondary diploma or degree (Aviation, Business, Facilities, Contract Mgmt. preferred).
• Ability to obtain and retain Transport Canada Security Clearance.

Skills

• Extensive knowledge of airport, airline, agency, and retail operations.
• Understanding of baggage systems and connection processes.
• Strong problem-solving, decision-making, and contingency planning.
• Ability to identify trends, bottlenecks, and operational gaps.
• Strong written communication skills and report writing.
• Knowledge of regulations (CBSA, CATSA, USCBP, agriculture, security legislation).
• Strong relationship-building and customer service abilities.
• Ability to interpret flight schedules and make operational decisions.
• Knowledge of contract management and SLA oversight.
• A proactive, forward-thinking approach with the ability to anticipate needs, identify risks, and implement effective solutions.

Location

• Toronto Pearson

Work Type

• Full-time

Experience Level

• Band 7

Education Level

• Post-secondary diploma or degree

Salary/Compensations

• $45.97 per hour

Benefits

• Retirement planning
• Comprehensive group health benefits
• Employee assistance programs (EAP)
• Paid leave
• Education and training
• Recognition and rewards programs

About the Company

• 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 2,100 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.

Equal Opportunity

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