Job Summary

Acting as the #1 leader of the station, the General Manager efficiently leads the day-to-day operations, including the Ramp, Passenger Service, Maintenance, and the Operation Control Centre (O.C.C.), through the supervision of each department's manager and the administrative staff. The General Manager is responsible for ensuring that high customer service standards are being delivered under each contractual agreement, while meeting all company performance objectives, financial metrics, and safety targets through the management and engagement of the management team and staff.

Job Responsibilities

- Oversee, monitor, and evaluate the day-to-day operations’ performance and safety;
- Lead and support the organisation’s growth goals and revenue targets;
- Support standardization and a KPI-driven culture to optimize efficiencies and control costs.
- Direct the preparation of operating budgets and associated reporting;
- Review P&L; statements and General Ledger details to identify areas of success and improvement opportunities, developing corrective actions as applicable;
- In partnership with the QHSE team, monitor and oversee quality and safety procedures to ensure they are in line with Swissport’s International safety and quality standards, while fostering a solid reporting culture.
- Support the creation and implementation of effective corrective action plans as needed;
- Support the Vice-President Commercial with customer and partner relationships;
- Maintain strong working relationships and open communication with all customers, the Ottawa Airport Authority, and union representatives;
- Manage resources effectively to ensure customer satisfaction and meet contractual requirements while also meeting budget on labour costs, creating cost efficiencies as needed;




- Available to respond to crises effectively;
- Adhere to Swissport Policies, union collective bargaining agreements, and statutory obligations under the Canada Labour Code, Provincial Worker Compensation, and Canadian Human Rights as applicable;
- Mentor and develop local leaders through effective expectation-setting, direct measurement, and coaching;
- Motivate frontline staff by demonstrating strong leadership presence and open communication.
- Perform other duties as requested.

Key Performance Indicators

- Financial performance (revenue, labour cost/revenue, EBIT, EBIT margin);
- Operational KPIs (productivity, workforce utilisation (overtime), OTP, Check-in waiting times, baggage delivery times);
- Safety KPIs (aircraft damages, damage to GSE & infrastructure, occupational accidents, proactive safety reports);
- HR KPIs (turnover, overtime, etc.).

Qualifications and Competencies

- College-level degree preferred;
- Minimum of 10 years in Operations and leadership position management experience;
- Experience in an Aviation setting is an asset.
- Excellent oral and written communication skills;
- Thorough knowledge and work experience with Windows Office programs, including Word, Excel, and PowerPoint;
- Strong ability to multitask and prioritize in a fast-paced environment;
- Solid strategic analysis, problem-solving, issue resolution, and decision-making skills;
- Proven ability to communicate with all levels of management in a multicultural environment;
- Strong understanding of internal customer and external market dynamics;
- Good experience with the union’s environment, labour relations committees, and collective bargaining negotiations;
- “Boot on the ground” approach and mentality;
- Understanding of Profit and Loss (P&L;) Statements/budgets and maintaining control over financials;
- Must be fluent in English.

📌 Station Manager YOW - gatineau
🏢 Swissport
📍 Gatineau