Lead Service Excellence Manager

4 weeks ago

Dorval, Quebec, Canada Air Canada Full time
Job Description

Description

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.

Reporting to the Director, Service Delivery Optimization, the Lead Service Excellence Manager will lead our branch reward and recognition activities and incentive programs across our worldwide Customer Contact Centres network. This manager will be responsible to lead the branch in developing and documenting desired Business Outcomes and will oversee the Maple Leaf Club paid membership program.

This is a temporary 12-month contract from July July 2025.
This role is open to candidates in any of the following cities: Montreal, Toronto, Vancouver, Calgary, Saint John, and Tampa, Florida.

Responsibilities:

Service Excellence Programs

  • Provide functional direction over one direct report, a Service Excellence Manager.
  • Lead our Reward and Recognition activities that are deployed across our global footprint to all operating sites and 3rd party BPOs.
  • Develop and implement incentive programs and events across the branch and realign our plan based on results.
  • Act as the liaison with our HR colleagues to ensure we are aligned on corporately organized recognition and incentive campaigns.
  • Manage the onboarding program for all new unionized frontline employees within the branch.
  • Provide functional direction to new unionized frontline employees within the new hire training footprint.
  • Collaborate with our HR colleagues to design, organize and launch training programs for frontline employees and leaders.
  • Champion enhancements and initiatives that improve the Employee Experience.
  • Oversee the results of our Service Excellence programs and realign our plan based on results.
  • Manage the branch Rewards and Recognition budget (+400K annually in
  • Develop, launch and lead incentive programs tied to both Sales and Service initiatives.
  • Understand the employee pulse and act on feedback received to enhance our Service Excellence initiatives.
  • Foster innovation, teamwork and positive change across our world-wide network at all levels.

Business Outcomes

  • Lead the branch in documenting desired key business outcomes for back-end systems as they relate to Harmony and CR 2026.
  • Develop, maintain and promote a resource library to house operational processes for back-end systems.
  • Act as the key liaison with the Business Unit leader with the IT Business Lead (PO) as it relates to maintaining business outcome documentation.
  • Conduct regular reviews with our managers to ensure that the back-end product is meeting needs and remains aligned with our operational strategy.

Maple Leaf Club

  • Oversee the resolution of Maple Leaf Club product issues and enquiries (new members enrolling, lost cards, delayed cards, complaints, etc.)
  • Act as the single point of contact between the business and internal stakeholders (Corporate Sales, Agency Sales, Government, Marketing, HR) as it relates to the program.

Qualifications

  • 6+ years of experience in program development and implementation.
  • 6+ years proven experience in delivering service excellence.
  • Demonstrated understanding of employee engagement best practices.
  • Track record of influencing positive change.
  • Demonstrated ability to deliver on large scale initiatives against high standards and under tight deadlines.
  • Strong entrepreneurial spirit.
  • Strong abilities in Excel, Word, SharePoint and PowerPoint.
  • Strong presentation skills.
  • Able to handle confidential and sensitive information with discretion.
  • Must be receptive to feedback and quick to apply changes.
  • Able to travel, including internationally (up to 20%).
  • Project management experience an asset.
  • Experience with PowerBi an asset.
  • Contact Centre experience (unionized environment) an asset.
  • Bilingual - French and English required.

Conditions of Employment:

  • 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.

Linguistic Requirements

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.

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