Performance Manager Check Baggage Screening (CBS- Sydney Airport)

Position Purpose

The Check Baggage Screening (CBS) Performance Manager is responsible for the performance of the CBS teams at Sydney Airport Terminal/s 1,2 & 3. This includes achieving and outperforming client KPI’s and ensuring the development and culture of employees aligns to meet requirements. This includes, but is not limited to, managing absenteeism, performance of analysts operating, changes in the procedures, proper communication with staff and management of all internal and external stakeholders.

This position also implements and develops strategies to improve operational performance at all Sydney Airport Terminals to meet the clients’ expectations and comply with the aviation security regulations.   This includes identifying quality control issues, implementing solutions, ensuring compliance with processes, and effectively communicating with key stakeholders to improve operational performance.
 

Key Responsibilities

Have a strong presence in the day-to-day CBS operations across all terminals, with a hands-on approach.     

• Improvement in frontline culture and teamwork. 

Take ownership of and lead CBS performance    

• Improve CBS Performance ensuring achievement while maintaining security outcomes. 
• Responsible to maintain / exceed agreed levels of KPIs for CBS set by the client

Motivate, encourage, and advise staff to achieve smooth operations at CBS and maintain excellent customer service when dealing with customers.    

• Reduction in stakeholder complaints.

Ensuring the standard operating procedures are updated and maintained    

• All staff are compliant of all processes

Maintain knowledge and adhere to standard operating procedures.    

• Measurable improvement in CISC and internal audit results. Minimise security risks and ensuring Certis' role in stopping terrorists is always maintained

Identify customer service issues and complaints on the spot, escalating only major customer service incidents to the Customer Experience Manager

• Reduction in escalated complaints, resulting in stronger positive relationship with Sydney Airport and other Airport stakeholders 

Support procedural compliance and customer service across the busines

• Actively observe and coach staff as appropriate regarding process compliance and customer service improvement

Set high expectations of all operational staff and supervisors, emphasising the focus on Aviation Security    

• Decrease in the number of security breaches & non-compliances at CBS operations across all Terminals

Provide support and guidance to frontline supervisors and teamleaders in day-to-day operations    

• Improvement in frontline culture and teamwork. Consistency in staff performance and conduct

Qualification

Mandatory

• Degree qualified in Management or similar field 
• Aviation security experience
• Current 1A and 2A NSW Security Industry Registry endorsed security licenses
• Obtain and maintain an Aviation Security Identification Card (ASIC)

Desirable

• Lean Six Sigma Certification 
• Certificate II in Transport Security Protection 
   

Skills

• Adaptability - Maintaining effectiveness when experiencing major changes in work tasks or the work environment; Ability to balance priorities and close out tasks while adhering to deadlines; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Applied learning - Assimilating and applying new job-related information in a timely manner; Excellent analytic skills; Strong attention to detail and planning and organization skills.
• Contributing to team success - Actively participating as a member of a team to move the team toward the completion of goals. Outcome oriented; Pro-active in pursuing goals
• Innovation - Generating innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities.
• Commercial acumen - Acting to maximise the contribution of own area to the company’s profitability and growth.  This involves constantly looking for opportunities to improve business performance; managing business operations to maintain competitive advantage; making cost-benefit decisions; using “business savvy” and consideration of organisational constraints and resources.
• Managing conflict - Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.
• Operational decision making - Relating and comparing data on operational (i.e., day to day) effectiveness from different sources; establishing goals and requirements that reflect organisational objectives and values, including the importance of continuous improvement; securing relevant information and identifying key issues, relationships, and cause-effect from a base of information; committing to an action after developing alternatives based on logical assumptions and factual information taking consideration resources, constraints, and organisational values.
• Stakeholder Management - Excellent written and verbal communication skills; Effective relationship building skills and demonstrated stakeholder management focus
   

Knowledge

• General knowledge of airport operations
• Intermediate to advanced skills with Excel
• Intermediate skills with Microsoft Office Applications, notably Word and PowerPoint
   

Experience

• Experience in the Aviation Security industry is desirable.
• Demonstrated experience in delivering outcome-based improvement initiatives.
• Demonstrated ability to work autonomously and effectively work within a large team.
   

Benefits & Culture

• Friendly and inclusive environment
• Growth and development are supported and promoted
• A discount program where employees, and their family members, can save at over 400 retailers Australia wide
• A well-being program that provides advice about mental, physical, and financial well-being
• An Employee Assistance Program (EAP) that is available to employees and their families
• Cultural diversity is valued and supported
• Emphasis on learning and development, where a state-of-the-art LMS is available to all employees
   

Diversity Statement

Certis Security Australia promotes diversity in the workplace through our Diversity Inclusion initiative and via our Indigenous partnership with Corroboree Security. We encourage women, Aboriginal and Torres Strait Islander peoples to apply for this role.

Should you apply please be advised that should a decision be made to proceed with your application to the next stage of the recruitment process, it is only at this stage will a member of the recruitment team be in contact with you.
 

Certis Security Australia Master License

Certis Security Australia Master License
Sydney Night Patrol & Inquiry Co Pty Ltd

• NSW 400674602
• ACT 17501220
• QLD 41315
• WA SA48240
• NT 345
• SA ISL 178143
• TAS 3020

Certis Security Australia Pty Ltd

• NSW 405149073
• ACT 17501742
• QLD 3158254
• WA SA 72311
• SA ISL 235794
• VIC Z05 798 61S
• VIC Z05 798 40S
• NT 1093
• TAS 458596293