Crew Planning Operations Resolution Manager

2 weeks ago

Toronto, Canada Air Canada Full time

**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.**

Aligned to business priorities, this role is responsible to support the investigation and analysis of all passenger claims and CTA cases associated with crew-related flight disruptions, delays (departure/arrivals), cancellation and denied boarding of customers. This can be directly related to either a crewing or planned pairing sequence that would need to be evaluated with the help of our Crew Planning teams (Adv.Plng, Crew Prngs, PBS) and the support of our Crew Scheduling team to provide critical insights to relevant stakeholders (Customer Relations & Legal).

The position also will support cross-branch review of internal planning rules and compliance to Canadian Aviation Regulations (CARs), the respective collective agreements and company policies as they relate to the various software used to complete a monthly bid package. This accountability also extends to support crew data analysis and reporting for Air Canada Rouge.

This role will research and responds to department stakeholders intending to accurately determine whether APPR or applicable customer protection rules are applicable under regulations or company policy while protecting the interests of the company.

**Responsibilities**:

- Responsible to evaluate, analyze and report on the performance of planned pairing sequence vs the actual flown pairing to assess operational integrity.
- Responsible to analyze, investigate, and interpret operational data from multiple sources, including querying databases, to determine the root cause of any flight disruption against an incident and/or individual customer files.
- Provide statistical and analytical expertise in support of Crew Resources initiatives, including but not limited to pilot/flight-attendant manpower coverage, day-of scheduling improvements, customer recovery/compensations.
- Convey findings of the crew performance in relation to delays and recommendations to improve operational buffers to internal and external clients (i.e. regulatory/government groups) in a concise manner.
- Proactively monitor trends, identify opportunities, and educate internal customers (Crew Scheduling, Pairings, Advance Planning) on improvement opportunities, such as customer recovery processes, day-of flight scheduling efficiencies.
- Report on crew productivity by developing and implementing interdepartmental strategies through quantitative analysis of historical crew and flight productivity measured against the change in network plan.
- Design and implement quantitative performance monitoring tools to align and reconcile staffing models, operational results, and budget targets.
- Work in collaboration with internal Crew Planning & Crew Scheduling stakeholders to understand the current decision-making logic and provide insights on how changes can result in a more robust operation.
- Work collaboratively with the internal stakeholders, including but not limited to operational teams, to understand operational frameworks to support compliance with aviation regulations worldwide.
- Participate in briefings, meetings, hearings and serve as a crewing designate for affidavits and witness statements associated with CTA cases and legal proceedings as required.
- Assist other internal customers with file investigations with items handled under Air Canada's customer recovery procedures or as required.
- Provide recommendations on scheduling resources derived from resolutions at the conclusion of an investigation and manage the necessary documentation.
- Build a reference library as reference for future claims to optimize past research and feedback to the RSV forecasting team to optimize RSV coverage.
- Communicate and document the resolution of APPR and CTA claims with all internal stakeholders.
- Identify and escalate to the relevant stakeholders (Regulatory, Customer Care, Legal, IFS, etc.,) the potential need for additional/proactive compensation/recovery processes to mitigate any compliance risks.
- Participate in operational reviews and teleconferences representing Crew Planning in operational discussions concerning document management and operational follow-ups as required.
- Other duties as assigned.

**Qualifications**
- College/University Degree (or equivalent combination of education and experience)
- Minimum 2 years Crew Scheduling, Crew Planning or Airline Operational experience
- Effective communication skills and ability to capture business and operational challenges and offer suggestions on ways to improve performance.
- Effective at communicating change management opportunities to various stakeholders.
- Proficiency in data query and/or knowledge in: Teradata, Azure, SQL, MS Power BI, WebFocus, MS Excel, VBA, MS SharePoint, Python.
- Strong statistical analy

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