GM, Operations

Gate Gourmet - Mississauga, ON (9 months ago)

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Job Summary:
This is a key leadership role within a complex environment where you will be required to act independently, make decisions and use your experience and initiative to drive the business forward.

You will need to contribute, plan out and support the operation in executing a strategy to improve service quality to our customers and transform our manufacturing operations towards operations excellence (gateOPEX). In addition, you will need to have the ability to engage with stakeholders of all levels whilst leading and developing new projects, managing and overseeing compliance to all company procedures in all aspects of the business. To lead and enable process team(s) to deliver and sustain customer, business and statutory requirements to an excellent standard and act as a role model for gategroup company values.

Reporting to the Hub BU Leader (GM), this position leads and manages the Culinary/Hot Kitchen, Assembly and Transportation departments of the airline catering unit or “flight kitchen” with gross revenues of $100+ million and direct and indirect headcount of 1,000+ employees. The General Manager (Operations) will be responsible for the entire oversight of the day to day Toronto (YYZ) Operations.

Main Duties and Responsibilities:
Leads and manages Culinary/Hot Kitchen, cold kitchen, Assembly, planning and supply chain, and Transportation departments to ensure production standards and customer service requirements are met.

Drives to meet business objectives and goals set by superior related to food costs, labor costs, sanitation, quality assurance, market track goals, airline goals and objectives, and all other specific goals set thereof.

Responsible for the maintenance of key performance metrics for the departments.

Ensures Customer


and service requirements are complied with on all airline accounts; this includes production processing, on-time performance, equipment inventory, and quality assurance controls.

Maintains customer communication with all local and corporate airline representatives to ensure all request, investigations, and/or related are concluded to the satisfaction of the customer and company.

Supports customer audits and government audits to meet compliance.

Monitors all menu cycles to ensure customer service and satisfaction is not interrupted.

Ensures that all HACCP, FDA, Local Airport, Quality Assurance, and Airline Specifications are maintained at the highest level.

Supports and assists Lean initiatives, and Quality initiatives to achieve OPEX targets.

Ensures that proper equipment is maintained and controlled in the Unit for operation excellence.

Ensures all Corporate Policies and Procedures are followed and maintained.

Develops Standard Operating Procedures.

Ensures the security of the facility by monitoring and maintaining existing programs including all TSA, local airport and corporate requirements.

Manages operation staff on a day-to-day operation aspect to drive for exceeding set targets.

Responsible for annual performance evaluations of direct reports in compliance with corporate initiatives.

Monitors employee relations in each Department, ensures compliance with the Local Collective Agreement.

Assists the BU leader on projects, investigations, training, corporate goals and objectives, and airline requests.

Completes Hazard Analysis and Risk Based Preventative Controls (HARPC) Preventative Controls for Human Food training and certification course to be a PCQI (Preventive Controls Qualified Individual) according to company policy.

Completes all company required training including but not limited to SERV Safe Sanitation Manager Certification.

Financial accountability for the operation (for example, labour, material, CapEX, OpEx).

Meet customer KPI’s and manage customer expectations.

Proactively manage team performance at Process Owner level and provide development/succession planning opportunities.

Resolve conflict/provide solutions by exercising high levels of influencing, negotiation and communication skills.

Be a role model for the company values.

Maintain legal/compliance across health and safety, food safety, Department for Transport (DfT), security, gateOPEX (in-house operational excellence programme).

Define systems of working to ensure quality of product, service to the customer and team progression/development.

Follow company and process procedures.

Instigate and support continuous improvement initiatives

Rotate through different departments/units as reasonably required.


Bachelor’s degree in from a college or university required

Professional qualifications in operations/logistics preferred

Work Experience:
Successful track record as a Manager or Assistant Manager in airline catering required.

Minimum 5-10 years of management experience in in-flight catering or food manufacturing environment required and or management experience with demonstrable leadership and senior management activities and responsibilities.

Proven experience successfully managing a team of supervisors and managers for a single operating unit required

Demonstrated knowledge of Lean manufacturing principles and/or six sigma and continuous improvement methodologies preferred.

Previous customer service and/or account management experience required.

Strong track record of innovation and making changes to the operation to further improve the work environment and unit performance

Labor relations experience is required

Technical Skills:
(Certification, Licenses and Registration)

Must have strong and effective leadership skills

Must be comfortable with all levels of employees and have the ability to drive positive program change.

Must be a Team builder with the ability to lead and motivate a diverse management and hourly staff

Excellent problem-solving skills, planning and scheduling capabilities managing multiple account requirements

Ability to effectively manage multiple operations while maintaining compliance in a heavy regulated environment e.g. FDA, HACCP and security

Advanced Microsoft office tool skills (excel, word)

Knowledge of quality auditing, inspection methods

Detail oriented and excellent project management skills

Strong organizational skills, able to prioritize responsibilities and multi-task

Change Agent

Able to obtain an AOA badge and customs seal.

Technical Skills:
(Certification, Licenses and Registration)

Job Skills:
Language / Communication Skills:
Strong interpersonal skills and the ability to interact effectively with multiple departments and customers

Excellent written and oral communication skills in English

Job Dimensions

Geographic Responsibility: Toronto YYZ

Type of Employment: Permanent full time

Travel %: N/A

Exemption Classification:
(United States only – Exempt, Non-exempt) – N/A

Internal Relationships:
External Relationships:
Work Environment / Requirements of the Job:

Budget / Revenue Responsibility:
(Local Currency)

Organization Structure

Direct Line Manager (Title): GM

Dotted Line Manager (Title, if applicable):
Number of Direct Reports:

Number of Dotted Line Reports:

Estimated Total Size of Team:

gategroup Competencies Required to be Successful in the Job:
Thinking –

Information Search and analysis & problem resolution skills

Engaging –

Understanding others, Team Leadership and Developing People

Inspiring –

Influencing and building relationships, Motivating and Inspiring, Communicating effectively

Achieving –

Delivering business results under pressure, Championing Performance Improvement and Customer Focus

Demonstrated Values to be Successful in the Position

Employees at gategroup are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

We treat each other with respect and we act with


We communicate and keep each other informed

We put our heads together to problem solve and deliver


as a team

We have


for our work and we pay attention to the little details

We foster an environment of


, take responsibility for our actions and learn from our mistakes

We do what we say we will do, when we say we are going to do it

We care about our coworkers, always taking an opportunity to make someone’s day better

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Candidates will be required to go through a criminal background check.

gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or other ground under applicable law.

Gate Gourmet Canada Inc. is pleased to accommodate applicants who have a disability up to the point of undue hardship during the recruitment, assessment and selection process. Please inform our Recruitment Team if you require a disability-related accommodation to participate in the recruitment process