Representative - Global Security

Belonging to Air Canada means belonging to a Canadian symbol. Air Canada was recently voted best airline in North America. Take off your career by joining our innovative and diverse team at the forefront of passenger air transport.

• The Global Security Operations Center (GSOC) Global Security Representative acts as the primary contact for Corporate Security within our centralized 24/7 operational support center.
• The incumbent liaises with various internal and external stakeholders to fulfill our regulatory and organizational obligations regarding passenger conduct, physical security, and operational support. In addition, in the event of security incidents or emergencies, they will play a key role in ensuring the transmission of information within management, the company, and with external partners, where applicable.
• The incumbent provides internal and external stakeholders with specialized support directly related to the impact of government and internal processes regarding traveler watchlists and manages a number of procedures relating to special category passengers. They are responsible for the sound management of activities related to access control and surveillance of Air Canada sites, as well as all aspects related to the security of our infrastructures.
• They monitor emerging situations and threats to Air Canada's operations and assets, as well as the general air security environment.

Responsibilities:

• Act as the primary contact for Air Canada Security, 24 hours a day, 7 days a week. Ensure that all calls, emails, events, and incidents are systematically managed in accordance with standard operating procedures. Evaluate potential or actual threats to operational or corporate security from received data and make decisions based on the results obtained, always ensuring that potential or actual consequences are duly understood and communicated.
• Sort and manage requests addressed to the GSOC by stakeholders, employees, security agents, and any other external partner or organization, efficiently and promptly, while demonstrating great attention to detail and a thorough understanding of an airline's operations. Report incidents and events reported by employees, customers, or security agents to relevant stakeholders. Ensure that passengers affected by a watchlist or denied boarding process experience the least possible inconvenience.
• Monitor access control systems and take appropriate action in the event of an alarm, security breach, or failure. Monitor security systems to recognize, investigate, and respond to undesirable and unusual events in accordance with standard operating procedures (e.g., alarms, access control systems, intrusion detection systems). Regularly check the status of security systems and manage alarms and incidents (alarm management). Conduct preventive checks of our sites using our various monitoring systems and on-site security teams.
• Under the direction of the Senior Manager – Global Security and Intelligence or the Global Security Team Leaders, monitor and identify threats, trends, and incidents that could negatively impact the safety of Air Canada personnel, facilities, operations, and reputation. Report threats in accordance with templates and standard operating procedures.
• Analyze, process, and transfer employee requests regarding access card requests, access modification, background checks, and other requests related to company security.
• Identify system requirements and areas for improvement, and participate in its development, including user acceptance testing.
• Assist Air Canada frontline employees with security issues. Maintain transmissions and correspondence from regulatory and law enforcement agencies as well as internal and external customers. Respond appropriately to security operations notices and requests from internal and external parties. Contribute to the accurate and timely implementation of company processes and procedures.
• Effectively identify passenger files and follow documented guidelines to deny or permit boarding of certain individuals in accordance with regulatory requirements and internal and external watchlist programs. Coordinate the processes required for effective implementation of regulatory and prevention requirements.
• Provide support to the Air Security and Security Operations teams with investigations, inquiries, and reporting obligations. Coordinate information sharing, where applicable, with our partners. Assist clients and affiliates, and provide them with advice regarding regulatory matters.
• Evaluate immigration cases with regard to acceptance and escort requirements, in accordance with policy. With the assistance of the Air Security Managers, evaluate and authorize requests concerning escorts and armed police officers traveling.
• Use various communication systems to collect and record information. Create and write accurate and detailed incident reports on incidents observed by or reported to the GSOC. Maintain an accurate and detailed shift report. Collaborate with specialists and team leaders to ensure effective communication of events that occurred during shifts and all ongoing events.
• Participate in personal performance management and development activities, including multidisciplinary training within their own team.
• Perform other administrative or operational support tasks as needed.
• Actively participate in the continuous improvement of corporate security support at Air Canada, including identifying gaps, areas for improvement, or satisfactory aspects that can be further exploited.
• Fully engage as a team member, support a positive work environment in support of dedication to the company, quality, innovation, and teamwork, and ensure timely communication of issues and topics of interest. Support process improvement opportunities and participate in them.

Qualifications

• Proficiency in Microsoft Office Suite.
• Knowledge of the computerized reservation system, PNR history, and human resources management system, an asset.
• Experience in a call center, Operations Center, or Emergency Response Center, an asset.
• Knowledge of Genetec Security Center systems, an asset.
• Excellent communication and interpersonal skills, strong sense of diplomacy, maturity, and discretion.
• Ability to multitask and make quick decisions.
• Ability to work with little supervision.
• Strong sense of confidentiality.
• Ability to exercise good judgment and manage time effectively.
• Availability to work outside normal business hours.
• Bilingualism (French and English).
• Strong written communication skills, in French and English.
• Availability to work a flexible 24/7 work schedule.
• Willingness to support the team in case of occasional system outages or emergencies outside business hours, as needed.
• Proven punctuality and reliability to promote overall team success in a fast-paced environment.

Employment Conditions:

Candidates must be eligible to work in the country concerned at the time an offer of employment is made and are responsible for obtaining the necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

Bilingualism (English and French).

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that values the unique contributions of our employees to the success of our company.

As an equal opportunity employer, we encourage the most diverse applications so that we can build a varied workforce representative of our customers and the communities where we live and offer our services.

Air Canada thanks all applicants for their interest, but only those selected for an interview will be contacted.