Bagroom and Baggage Manager YYZ

Swissport; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Job summary

Swissport in Mississauga, Canada, is seeking a Baggage Services Manager to oversee end-to-end baggage performance, from strategic planning to day-to-day operational leadership and team development. The role focuses on improving baggage handling standards, SOP maintenance, KPI-driven decisions, and cross-functional collaboration with airport authorities, airlines, and vendors.

The manager will lead rotating shifts, including nights and weekends, and develop staff capabilities to maintain high

Qualifications

• 3-5 years of experience managing operations in an airline, ground handling company, or airport environment.
• A college degree or higher in a relevant field.
• Certifications in airport operations, safety (e.g., IATA Safety Audit), or equipment management are often preferred.
• Strong interpersonal skills to build partnerships with multicultural audiences and manage diverse groups.
• Adaptability to manage stressful situations within tight time frames, especially during operational disruptions.
• Proficiency with Baggage Handling Systems (BHS), IT systems, and data-driven decision-making.
• Willingness to work rotating shifts, including nights, weekends, and holidays, and to hold a company phone for 24/7 escalations.

Responsibilities

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

Skills

Operations management

Airline/airport ops

Stakeholder management

Team leadership

SOP development

Education

College degree in a relevant field

Tools

Baggage Handling Systems (BHS)

IT systems

Job description

The Baggage Services Manager is responsible for end-to-end baggage performance, from strategic planning and stakeholder management to day‑of operational leadership and team development.

Responsibilities

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

Key Skills & Competencies

• 3-5 years of experience managing operations in an airline, ground handling company, or airport environment.
• A college degree or higher in a relevant field.
• Relevant certifications in airport operations, safety (e.g., IATA Safety Audit), or equipment management are often preferred.
• Strong interpersonal skills to build partnerships with multicultural audiences and manage diverse groups.
• Adaptability to manage stressful situations within tight time frames, especially during operational disruptions.
• Proficiency with Baggage Handling Systems (BHS), IT systems, and computer literacy for data-driven decision-making.
• Willingness to work rotating shifts, including nights, weekends, and holidays, and to hold a company phone for 24/7 escalations.

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.