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Customer Resolution Manager
3 months ago
Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
We are looking for a Customer Resolution Manager to join our team of professionals in Montreal. Reporting to the Manager, Customer Regulatory and Resolution, the Customer Resolution Manager will manage a high volume of Air Canada's litigated customer claims and implement strategies to enhance the effective resolution of claims.
Air Canada is Canada's largest airline, the country's flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network. Air Canada is the largest provider of scheduled passenger services in the Canadian market, the Canada-U.S. transborder market, and in the international market to and from Canada. Its mission is connecting Canada and the world. Air Canada has been named Best Airline in North by Skytrax, having received this honour for the 8th time in 10 years. Air Canada's Aeroplan program is Canada's premier travel loyalty program, with active members totalling more than eight million in 2023, having doubled in size since 2019. Its freight division, Air Canada Cargo, provides air freight lift and connectivity to hundreds of destinations across six continents using Air Canada's passenger flights and cargo-only flights with its fleet of Boeing 767-300 freighters.
We have innovative Legal and Compliance teams whose members, more than 100 dedicated professionals, act as business partners to support Air Canada's strategic objectives. When you join Air Canada and its Law Branch, you will be part of a team of professionals that enable Air Canada to accomplish its mission of connecting Canada and the world.
Key Functions and Responsibilities:
The successful candidate will be responsible for various tasks related to claims management and resolution, including those identified below.
- Review customer claims, gather, analyse, and populate case information to assist counsels in determining the appropriate strategy.
- Identify documents needed in support of court proceedings and ensure they are provided in a timely and complete fashion.
- Manage case calendars and ensure that timelines are followed throughout all stages of the evidence gathering and defence drafting process.
- In collaboration with IT, optimize the use of technology to effectively manage high volumes of litigation claims.
- Identify possible issues in workflows, assist with identifying efficiencies, and roll out systemic improvements aligned with communication protocols in place to enhance the effective resolution of claims.
- Track case volumes, outcomes, and other key performance indicators to support reporting and continuous improvement efforts.
- Bachelor's degree or higher in a relevant field is preferred
- At least 5 years experience in airline operation, airline management, project management, or claim litigation.
- Strong organizational skills, creative and strategic.
- Good analytical skills, ability to identify issues in workflows, develop thoughtful solutions and rally support to redefine approaches and achieve workable solutions.
- Good written and oral communication skills, and the ability to convey messages and thoughts clearly, and concisely.
- Enjoy working in a dynamic and constantly evolving environment alongside a very cohesive team of professionals.
- Strong desire to participate as part of a team, to collaborate, support, empower and guide the team (when appropriate), with an ability to contribute to a shared sense of direction.
- Inclination to take initiative and be proactive and resourceful.
- Be adaptable and flexible to work effectively in a context of rapid change and to grasp opportunities to learn and build knowledge.
- Demonstrate a high degree of tact, discretion and good judgment in handling sensitive and confidential information.
- Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
