Baggage Operations & Performance Manager

Swissport International; Canada; Remote; CAD 85,000 - 125,000; Full time

Job summary

Swissport International AG in Mississauga seeks a Baggage Services Manager to lead end-to-end baggage performance, combining strategic planning with day-to-day operational leadership across a 24/7 environment.

You will develop SOPs, review KPI data, and drive improvements while ensuring health, safety, and security compliance. The role requires 3–5 years in airline/ground handling and strong collaboration with airlines, airports, and vendors.

Qualifications

• Minimum 3–5 years in airline/ground handling operations.
• Experience leading large, diverse teams with shift work.
• Ability to implement SOPs reflecting new technology, regulations and performance standards.
• Strong data literacy for KPI-driven decisions.
• Willingness to work rotating shifts including nights, weekends and holidays.

Responsibilities

• Develop operational strategies to improve baggage handling standards and team productivity.
• Lead creation and updating of Standard Operating Procedures (SOPs) reflecting new technology, regulations, and performance expectations.
• Review statistics and reports on baggage handling failures to develop action plans that reduce occurrences.
• Ensure health, safety, and security compliance while monitoring adherence to standards.
• Track KPIs like Mishandled Baggage Rates and use operational data to drive decisions.
• Build relationships with airport agencies, airlines, ground handlers, and vendors to align performance targets.
• Manage airline accounts, address escalations, and serve as primary contact for audits.
• Drive business development by recommending new products and services meeting customer needs.
• Lead and motivate large, diverse teams, often on a shift basis (including 24/7 coverage).
• Develop staff capabilities through coaching and performance management.

Skills

Operations management

Stakeholder management

Data-driven decision making

Interpersonal skills

Adaptability

Shift work

Education

College degree in a relevant field

Airport operations certification (IATA Safety Audit)

Tools

BHS (Baggage Handling Systems)

IT systems

Job description

Swissport International AG in Mississauga seeks a Baggage Services Manager to lead end-to-end baggage performance, combining strategic planning with day-to-day operational leadership across a 24/7 environment.

You will develop SOPs, review KPI data, and drive improvements while ensuring health, safety, and security compliance. The role requires 3–5 years in airline/ground handling and strong collaboration with airlines, airports, and vendors.