Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Professional Development
Timeline
Generic

Alex Thomas

Calgary,Canada

Summary

Experienced in operations management within aviation, demonstrating proficiency in stands and gates planning, airport data management, and project management. Successfully implemented emergency response protocols and crisis management strategies, ensuring compliance with CATSA regulations and enhancing aviation security measures. Conducted thorough runway and taxiway inspections to maintain aerodrome functionality and airfield safeguarding. Proven ability to resolve conflicts effectively while upholding customer service excellence and health and safety standards.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Regional Service Delivery Manager

CATSA
Terrace, Canada
04.2025 - Current
  • Under the leadership of CATSA - the Service Delivery Manager (SDM) is primarily responsible for overseeing screening operations at the various checkpoints in their designated airport and ensuring the achievement of all operational Key Performance Indicators (KPIs) within their purview, while identifying both strengths and weaknesses in operations and striving to enhance service delivery and operational efficiencies.
  • In this leadership role, overseeing a team of Screening Officers, the SDM is accountable for fostering a positive workplace culture rooted in diversity and inclusivity.
  • Take an ownership role in screening checkpoint operations and screening compliance.
  • Build and maintain strong customer relationships with the stakeholders within aviation security.
  • Achieve daily KPIs and ensure compliance with Standard Operating Procedures (SOPs).
  • Lead and mentor Screening Officers, promoting an engaged and motivated workforce.
  • Conduct regular performance reviews and recommend employee recognition programs.
  • Strong operational focus and ability to work under pressure and provide creative solutions in managing personnel in a unionized environment.
  • Apply corrective measures following the progressive discipline process when and as needed.
  • Compile comprehensive security incident reports, documenting pertinent details, timelines, and actions taken during and after the incident.
  • Assist Screening Officers in handling operational matters requiring escalation, such as complaints and security incidents.
  • Conduct workplace investigations with guidance from People & Culture and the senior leadership team.
  • Perform essential administrative tasks in alignment with daily operations.

Ramp Services Manager

WestJet Airlines
Calgary, Canada
06.2022 - 03.2025
  • Currently working in the capacity of Ramp Services Manager, reporting to Senior Manager Ground Operations.
  • Working closely with our ground handler (UNIFI), Calgary Airport authorities, Connection Leads, Ramp Service Managers, HCC, Zone Managers and Duty Managers to ensure our operational performance metrics are met.
  • Daily management of ramp operations, including aircraft movement and loading, baggage movement, aircraft towing, and cargo operations.
  • Providing effective leadership of all below-the-wing activities to maximize safety, service, and operational performance, as well as the management of the Connection Lead and Quality Advisor teams.
  • Monitoring aircraft movements to identify potential issues and proactively developing solutions, balancing guests' needs with the ground service partner's staffing, equipment, ground time, etc. To mitigate the impacts of off-schedule operations on our guests and KPI.
  • Management of all below the wing IROP activities with the Hub Control Centre operations teams to provide guidance and direction to the ground service partner to execute plans under consideration.
  • Responsible for ensuring direction is provided as needed with challenges impacting baggage movement such as, but not limited to; baggage scanning, flight hold decisions, chargeback analysis, BIWIS operations, baggage recall, disputes, and delays.
  • Responsible for ensuring planning with all operational stakeholders on Ramp operations.
  • Management of Incident investigations and ensure that AQD (Aviation Quality Database) and all reporting requirements are completed in accordance with WestJet and Airports procedures.
  • Communicating operational performance feedback to the Ground Handler's management team and providing recommendations to facilitate effective solutions.
  • Management of tactical planning for improving MBR (Missed Baggage Ratio) Metrics during shifts and for proactive/future planning purposes.
  • Monitoring, reviewing, and reporting daily on key performance indicators (KPI's).
  • Management of oversight for operations of ground service partner and ground service equipment allocation in conjunction with service partner allocator.
  • Ensuring team compliance with WestJet, Transport Canada, and all other regulatory bodies' safety and security management standards and responding accordingly to safety action items.
  • Monitoring future flights to look for potential issues and develop solutions and adjustments with special emphasis on delayed inbound and outbound bags, with decisions made regarding guests, staffing, equipment needs, available ground time, etc.
  • Responsible for completing and ensuring Connection Lead and Quality Advisor teams complete safety auditing and direction of quality control measures.

Manager AOCC (Airport Operations Control Centre) – Airside Operations

DUBAI AIRPORTS (DA)
Dubai, UAE
06.2015 - 12.2021
  • Company Overview: Dubai Airport Authority
  • Promoted as Manager AOCC – Airside Operations to manage and lead a team of Airside Operations controllers and Stand planning & Capacity Officers, guiding them and assisting the AOCC Senior management.
  • This section is responsible for the timely delivery of stands and gate plans for arriving, departing, diverting, and repositioning flights at Dubai International Airport (DXB) and Dubai World Central (DWC) while accurately and completely capturing all data associated with aircraft operations at the airport to allow the business to invoice/charge airlines.
  • Managing and ensuring the smooth functioning of coordinating with the AOCC teams in their area, on a shift basis, to achieve communications harmony amongst various operations control units across the airports, front line, stakeholders, and customer airlines.
  • Supporting the AOCC Senior Manager with tactical decisions directly impacting airport capacity by providing timely and accurate information and recommendations.
  • Manage and ensure the smooth functioning of EOC (Emergency Operations Centre) and all its inherent units.
  • Execute call-out lists in case of emergency as directed by the Airport Duty Manager and ensure that the call list is maintained, disseminated, and completed with minimal time spent, to support the EOC activation within agreed times.
  • Maintain the incident log, coordinate, and provide regular updates to the Airport Duty Manager to feed information to the Emergency Operations Centre (EOC).
  • Ensures emergency procedures are activated in accordance with the published manuals and operating procedures, as directed by the Airport Duty Manager to ensure all concerned departments and agencies are provided with the required Execution of the Emergency plan on shift, which may constitute an aircraft incident, security threat or severe facility impact.
  • Monitor the execution of the plan of operations by proactively identifying variances and initiating recovery measures through the delivery teams.
  • Ensure safe and efficient delivery, cost-effectively.
  • Proactively suggests and initiates aircraft changes during the shift as required to maintain and improve airside and airport operations by influencing and negotiating with all stakeholders.
  • Reviewing the customer service level and performance of the stand planning and allocation continuously.
  • Initiating changes to existing processes and procedures or proposing new processes and procedures while making recommendations on KPI's and SLAs via internal Governance and implementing changes that would improve the service delivery.
  • During the shift, approve and monitor tactical plan and maintenance of airport property such as building, mechanical, and electrical equipment, lighting facilities, and vehicles, to ensure minimum impact on operation and passengers.
  • Alert Duty teams of all areas to ensure safety is always adhered to by contractors and control passenger inconvenience.
  • Managing and controlling emergencies and incidents - makes the decision ‘if and/or when' to take control of stand allocation during any incident or emergency.
  • Ensures the airfield is managed as per the Incident status and issued Emergency Standard Operating Procedures (ESOP's).
  • Working closely with the Controllers in the AOCC, as well as Duty Managers across the business, to ensure that any non-compliance of safety, security and service standards is reported regularly to the Airport Duty Manager, including terminals, airfield, aircraft, employees, the public, runways, and roads.
  • Team management: Ensures shift staffing levels are above those required to maintain safe operations throughout each shift cycle by approving any type of leave and monitoring sickness and absenteeism.
  • Responsible for coaching and developing the AOCC staff to ensure that the team demonstrates the highest level of professionalism, behaviour, and competence consistently and delivers the agreed expectations and objectives.
  • Dubai Airport Authority

Stands & Gates Planning Officer AOCC – Airside Operations

DUBAI AIRPORTS (DA)
Dubai, UAE
10.2012 - 05.2015
  • Company Overview: Dubai Airport Authority
  • Moved internally as Stand Planning & Allocations Officer, AOCC – Airside Operations.
  • The section is responsible for carrying out Stand Allocation for all aircraft arriving or repositioning at the airport.
  • Allocating aircraft to parking stands using the automated system FRMS based on the daily plan.
  • Always ensured the safety and efficiency of the daily operation is maintained.
  • Maximising available stand capacity to deliver a high level of customer service by minimising shift from plan, unless required for operational reasons or requested by the airlines or handling agent.
  • Ensured the daily allocation maximises safety and efficiency on the apron by working within agreed mandatory rules and airline preferences.
  • Liaises with the Airside Duty Manager - ADM, airlines, handling agents, and engineering to close and open parking stands due to operational issues (e.g., Spillage, equipment failure etc.).
  • Maintained a healthy relationship with ATC to input all Tow in and Tow Out for aircraft crossing the Runway and within the concourse in the EFPS (Electronic Flight Progression System) as per the Tow plan for 12 Hours.
  • Dubai Airport Authority

Airside Operations Controller – Airside Operations

DUBAI AIRPORTS (DA)
Dubai, UAE
01.2010 - 10.2012
  • Company Overview: Dubai Airport Authority
  • Joined Dubai Airports as Airside Operations Controller in the Airside Operations team at DXB (Dubai International Airport), DWC (Al Maktoum International Airport).
  • Provide rapid and effective response to any airside accident or incident, manage wildlife hazard bird control procedures and marshalling aircraft to ensure the safety and security of the airfield is maintained.
  • To deliver all the activities required in the Airside Daily Plan as directed by the Senior Operations Controller/Airside Operations Duty Manager airside.
  • To carry out runway/taxiway inspections periodically and carry out procedures for low visibility operations when required (as instructed by the GCAA).
  • To carry out RT communication with ATC and ground operations as required.
  • To carry out hand marshalling of aircraft as well as assist the senior Airside Operations controller/Operations Duty manager airside in terms of airport emergency response and incidents, as well as accident investigations.
  • Proactively promote a high standard of airside discipline and set the standards for all other organisations to achieve when operating airside.
  • Operating on the airfield in compliance with the Aerodrome License, Aerodrome Manual, AEP, Temporary Instructions and ATC restrictions as directed by the Senior Controller/Airside Operations Duty Manager.
  • Dubai Airport Authority

Ramp Operations Team Leader

dnata – EMIRATES AIRLINES
Dubai, UAE
09.2006 - 12.2009
  • Overall supervision of loading/offloading on all aircraft of our customer airlines.
  • During this period, I had also fulfilled the role as a Standards and Procedures Officer S&PS.
  • Supervise the loading/offloading on all aircraft assigned by the Load Supervisor, to ensure activities are in accordance with safety and procedural requirements before signing off the load sheet.
  • Oversee the recording and dispatch of Cargo/Mail/Co. Mail and OCS to respective flights to ensure loading of same can be achieved within published parameters.
  • Loading of Aircraft based on LIR issued by Load Control, alert Load Control Supervisor when taking decisions which deviates from issued LIR.
  • Plans and prepares Unit Load Device (ULD's) and pallets.
  • Directs loading /offloading in accordance with load plan.
  • Inspects all aircraft holds to ensure the load is properly secured with heavy items securely restrained and meeting floor loading limitations.
  • Comply with all regulations when handling Dangerous Goods (DGR).

Education

Diploma - Airport Ramp Handling & Load Control

Emirates Aviation College
Dubai, U.A.E

Bachelor of Arts (BA) - Literature

Mahatma Gandhi University
India

IATA Airfares & Ticketing -

Kuoni Academy of Travel
India

Skills

  • Stands and gates planning
  • Airport data management
  • Project management
  • Aviation operations
  • Emergency response
  • Crisis management
  • Aerodrome functionality
  • Runway and taxiway inspections
  • Aviation security
  • Airfield safeguarding
  • CSA proficiency
  • QUINTIQ proficiency
  • ACL proficiency
  • CATSA compliance
  • Customer service excellence
  • Conflict resolution strategies
  • Decision-making skills
  • Performance management techniques
  • Health and safety protocols

Certification

  • Valid RAIC – YYC Airport
  • Restricted Radio Operators Certificate - ROCA
  • Valid AVOP – YYC Airport Authority

References

Upon request

Professional Development

  • Airspace Organization and Management (ASM)
  • Aircraft Loading Supervisors Course – Virgin Atlantic
  • Dangerous Goods Handling
  • Aviation Security Training (Level 1&2)
  • Airside Load Management
  • Train the Trainer
  • 7 Habits of Highly Effective People
  • Airport Services Program – ASP 2
  • Next Gen Airport Operations Technology
  • Leading Great Meetings

Timeline

Regional Service Delivery Manager

CATSA
04.2025 - Current

Ramp Services Manager

WestJet Airlines
06.2022 - 03.2025

Manager AOCC (Airport Operations Control Centre) – Airside Operations

DUBAI AIRPORTS (DA)
06.2015 - 12.2021

Stands & Gates Planning Officer AOCC – Airside Operations

DUBAI AIRPORTS (DA)
10.2012 - 05.2015

Airside Operations Controller – Airside Operations

DUBAI AIRPORTS (DA)
01.2010 - 10.2012

Ramp Operations Team Leader

dnata – EMIRATES AIRLINES
09.2006 - 12.2009

Diploma - Airport Ramp Handling & Load Control

Emirates Aviation College

Bachelor of Arts (BA) - Literature

Mahatma Gandhi University

IATA Airfares & Ticketing -

Kuoni Academy of Travel

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Alex Thomas