Job description
Overview:
The Team Supervisor will lead and manage a team on shift (in lane) and is accountable for that team’s performance on the shift from a compliance, people, operations, and passenger / customer perspective. In addition, the Team Supervisor will have a dedicated focus team of up to circa 15 Officers.
The role will support the Security Duty Manager and the Operations team on the shift to ensure a fully compliant and efficient operation across Terminals and VCP. The role will ensure that the passenger and staff security screening operations are conducted in accordance with statutory and regulatory requirements and will deliver excellent customer service and passenger experience on every shift.
This is a 24/7 shift-based position and will report directly to the Security Duty Manager.Qualifications:
Responsibilities:
Compliance
Operations / Efficiency
Passenger / Customer
The role of the Team Supervisor is to lead, inspire and motivate a team of Officers within Security Operations to deliver a fully compliant and high performing operation across Terminals and Vehicle Control Posts (VCP).
The Team Supervisor will lead and manage a team on shift (in lane) and is accountable for that team’s performance on the shift from a compliance, people, operations, and passenger / customer perspective. In addition, the Team Supervisor will have a dedicated focus team of up to circa 15 Officers.
The role will support the Security Duty Manager and the Operations team on the shift to ensure a fully compliant and efficient operation across Terminals and VCP. The role will ensure that the passenger and staff security screening operations are conducted in accordance with statutory and regulatory requirements and will deliver excellent customer service and passenger experience on every shift.
This is a 24/7 shift-based position and will report directly to the Security Duty Manager.
- 1-2 years people management experience in a fast- paced operational environment is essential
- 3+ years’ experience in an operational or similar environment
- Full clean drivers’ licence
- Ability to manage, engage, motivate, and develop staff in a highly regulated environment
- Desire and ability to learn and work within statutory and regulatory procedures in a highly regulated environment
- Excellent interpersonal and communication skills.
- Confident and resilient with the ability to cope, deliver and adapt under pressure.
- Solution driven with the ability to proactively identify and respond to problems or issues in a calm and effective way
- Strong decision-making capability and sound judgement.
- Excellent influencing skills, conflict de-escalation and resolution skills
- Committed to daa values
Responsibilities:
- Provide proactive and dynamic leadership to manage team performance (including a focus group of officers) to ensure the highest standards of compliance and performance are understood and delivered on every shift
- Provide regular feedback and coaching to ensure each team member has a clear understanding of their expected deliverables and behaviours on each shift.
- Conduct regular one to ones and formal performance reviews against agreed KPIs for your focus team
- Ensure that all regulatory and non-regulatory training and certification for team members is completed and adheres to statutory and regulatory requirements. Review regularly with team members and take action to address and gaps or issues
- Conduct all attendance related functions including return to work interviews, attendance review meetings and all other staff management related processes as required to manage attendance in line with Company policy
- Support the onboarding of new colleagues to the Security team and to your focus team.
- Encourage a positive employee relations environment and foster culture of open communications and feedback.
- Identify talent within a team and support effective succession planning and career development opportunities
Compliance
- Ensure security screening compliance with statutory, regulatory, and corporate governance requirements, overall quality standards and SOPs
- Ensure your team achieves targeted detection levels for potential security threats through x-ray analysis, AMD screening, baggage / body searches
- Complete in lane compliance coaching activities and action any compliance issues identified for your team on shift and / or your focus team
- Complete compliance assessments and overt coaching for team members.
- Build Security Standards awareness across your team including completion of required training and certification
- Complete compliance briefings as required for team members
- Ensure integrity of all access control points are manned appropriately and are fully secured when non-operational
- Ensure emergency/high threat incidents protocols/procedures are always adhered to
Operations / Efficiency
- Monitor and manage lane throughput and operational performance for your team on shift ensuring passenger processing levels are at an efficient rate
- Support the Security Duty Manager and the Operations team on the shift to ensure a fully compliant and efficient operation across Terminals and VCP
- Identify and respond to potential Health and Safety issues and ensure the appropriate action is taken to resolve. Ensure safe systems and methods of work are employed and complied with at all times
- Identify issues and continuous improvement opportunities and take action to improve current processes, practices and systems for passengers and staf
Passenger / Customer
- Actively monitor the passenger experience and ensure the highest standards of customer experience is delivered at all times
- Resolve any customer queries or complaints appropriately and efficiently. Escalate to the Security Duty Manager, as necessary
- Manage security incidents and report details to the Security Duty Manager to implement action and to review and revise operating procedures, as required
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