Operations - Pass Office Professional

The Organization
The Winnipeg Airports Authority (WAA) is a community-based, non-share capital corporation that operates, manages, maintains, and invests in the Winnipeg Richardson International Airport and affiliate businesses.
WAA is a critical player in the development of one of Canada’s strategic transportation hubs. As a perennial “Manitoba Top Employer”, WAA prides itself as an organization that attracts engaged employees with the right combination of skills, values, and attitude to help us achieve our mission of connecting communities. http://www.waa.ca.

Job Title: Pass Office Professional
Reports to: Manager, Service Delivery
Salary (2025): Band 1 ($62,056 - $6+,58+)
Type: Permanent, Full-Time
Eligibility: Open to internal candidates only
Position Commencement Date: October 2025
Closing Date: June 30, 2025

The Opportunity
Reporting to the Manager, Service delivery, 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.
Awarded Manitoba’s Top Employers for 13 consecutive years.
Condition of employment is the ability to obtain and maintain an Airport Restricted Area Identification Card.
Winnipeg Airports Authority is an equal opportunity employer committed to diversity, equity, inclusion, and accessibility. We encourage all qualified applicants experiencing barriers to equity to self-identify in their application.
Accommodations are available upon request during the assessment and selection process