Pass Office Professional

Winnipeg Richardson International Airport; Winnipeg; On-site; CAD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits package

Dental & Vision coverage

Pension plan – DC

Healthcare Spending Account

Wellness Spending Account

Employee Assistance Program

Training & Development opportunities

Top Employer recognition

Job summary

Winnipeg Richardson International Airport is seeking a Pass Office Professional to manage appointment requests, issue RAICs, and guide applicants through security clearance. You will audit processes, ensure Transport Canada compliance, and uphold strict confidentiality while maintaining accurate records for airport employees.

As part of a security-focused team, you will handle high-profile inquiries, keep detailed logs, and support continuous improvements in access control practices in a

Qualifications

• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Professional and courteous demeanor with clients and stakeholders.
• Able to make independent, reasonable decisions without direct supervision.
• Strong analytical skills and data-driven decision making.
• Proactive, anticipates needs and adapts to changes.
• Collaborative team player who supports shared objectives.
• Comfort with adopting new technologies and acquiring new skills.
• Strong attention to detail, listening, and project management abilities.
• Experience in highly regulated environments.
• Experience with dispatching and resource management.
• Familiarity with emergency response protocols and operational procedures.
• Proven conflict resolution and de-escalation skills.
• Awareness of Transport Canada regulations and Winnipeg Airports Authority policies.
• Understanding of data analysis to identify anomalies and trends during audits.
• Knowledge of cybersecurity best practices when handling sensitive applicant information.

Responsibilities

• Serve as first point of contact for complex inquiries, applying conflict resolution as needed.
• Provide guidance to applicants seeking airport access or security clearance.
• Educate applicants on security protocols and guide compliance requirements.
• Maintain expertise in pass/permit issuance protocols and associated records.
• Verify accuracy and completeness of documentation aligning with Transport Canada and WAA standards.
• Maintain client accounts with accurate data and resolve discrepancies.
• Handle personal information with confidentiality and professionalism.
• Conduct regular audits and maintain records following property control procedures.
• Ensure ongoing compliance with Transport Canada regulations and WAA policies.
• Complete daily activity logs, shift reports, and incident reports accurately.
• Escalate incidents or operational challenges to leadership as appropriate.

Skills

Communication

Judgment

Analytical thinking

Proactivity

Collaboration

Cybersecurity awareness

Data analysis

Attention to detail

Project management

Education

High school diploma (Grade 12)

Job description

The Opportunity

Reporting to the Director, Security & Public Safety, the Pass Office Professional is responsible for managing daily appointment requests, issuing Restricted Area Identification Cards (RAIC), providing guidance to applicants, and maintaining associated records for all airport employees. This role plays a critical part in airport security by performing audits, ensuring regulatory compliance under Transport Canada, and upholding strict confidentiality protocols. The Pass Office Professional ensures precise access control management, contributing to a secure airport environment for employees, stakeholders, and the traveling public.

Responsibilities include:

• Serve as the first point of contact for complex customer inquiries, concerns, and escalations, and apply effective conflict resolution strategies as needed
• Provide clear support and education to applicants seeking airport access or security clearance
• Educate applicants on security protocols and guide them through compliance requirements
• Maintain expertise in all pass/permit issuance protocols and guide them through compliance requirements
• Verify accuracy and completeness of submitted documentation, ensuring compliance with Transport Canada regulations and Winnipeg Airports Authority (WAA) standards
• Maintain individual client accounts by recording relevant data and addressing discrepancies promptly
• Handle personal information with a high level of confidentiality and professionalism
• Conduct regular audits, maintain comprehensive records, and ensure adherence to property control procedures
• Ensure ongoing compliance with all Transport Canada regulations and WAA policies
• Complete daily activity logs, shift reports, and incident/occurrence reports accurately and in a timely manner
• Escalate incidents or operational challenges to the leadership team as appropriate

Selection Criteria include:

• High school diploma (Grade 12) or equivalent level of education
• Excellent verbal and written communication skills
• Professional and courteous demeanor when interacting with internal and external clients, stakeholders, and the public, regardless of work environment changes
• Demonstrates sound judgement and the ability to make independent, reasonable decisions without direct supervision
• Strong analytical skills and the ability to evaluate complex situations and make data-driven decisions aligned with operational goals
• Proactive, with the ability to anticipate needs and outcomes to stay ahead of operational developments
• Collaborative team member who readily offers support and contributes to shared objectives
• Demonstrates advanced proficiency in adopting and adapting to new technologies and acquiring new technical skills
• Strong attention to detail, critical thinking, active listening, communication and project management abilities
• Experience working in highly regulated environments
• Experience in dispatching and resource management
• Experience with emergency response protocols and operational procedures
• Proven conflict resolution and de-escalation skills
• Familiarity with Transport Canada regulations and Winnipeg Airports Authority policies
• Awareness of the role of data analysis in identifying anomalies and trends during audits
• Strong understanding of cybersecurity best practices when handling sensitive applicant information

Work with us!

• Highly competitive salary.
• Full Benefits package of Health, Dental & Vision.
• DC Pension Plan.
• Healthcare Spending Account to use on additional benefit expenses.
• Lifestyle Spending Account to use on Wellness expenses such as health and fitness.
• Employee Assistance Program.
• Supported Training & Development opportunities.
• Opportunity to work with a high functioning team of professionals working on a diversified portfolio.
• Proud to be named one of Manitoba’s Top Employers annually since 2011