Account Manager

3 weeks ago

Vancouver, Canada GAT Airline Ground Support Full time

Summary
The Account Manager will oversee Cathay Pacific operations at YVR to ensure service delivery is in accordance with YVR and meets customer expectations.

**Key Responsibilities**:

- Be responsible for the overall management of the Cathay Pacific Airlines Contract
- Attend weekly/monthly meetings with Cathay Pacific.
- Ensure all staff working Cathay Pacific flights are fully trained and familiar with the product
- Represent GAT and Cathay Pacific with the Vancouver Airport Authority on any ramp/baggage/PRM issues related to Cathay Pacific.
- Closely monitor all Key Performance Indicators and Service Level Agreement metrics.
- Review daily with Manager Baggage service and challenge any miscoded delays, bag files etc.
- Provide feedback to the GAT Supervisors overseeing Cathay Pacific on a regular basis.
- Provide relief coverage for the GAT Supervisors overseeing Cathay Pacific as required.
- Identify and implement process changes that will improve the operation/customer experience.
- Ensures Cathay Pacific safety and security procedures are in accordance to standards set forth within the Standard Operations Manual, Safety & Training Manual, Aviation Security Manual, Cargo Manual (if applicable) and Safety Management Systems Manual and in accordance with aviation standards.
- Monitors performance and takes action to correct any shortfalls.
- Observe/audit Cathay Pacific flights on a regular basis.
- Ensures Senior Management and Director, Supervisor Safety and Compliance are notified of any current or pending audits and results. Provides guidance and leadership to the team.
- Provides reports as required and service delivery measurements.
- The ability to backfill open station leadership positions during times of vacancy.
- Project Management as needed

**Knowledge/Skills/Requirements**:

- Fully conversant with, ground service, grooming and handling procedures, on time performance procedures & aviation safety
- Strong communication skills and ability to effectively interact with Cathay Pacific senior airline personnel, airport and other stakeholder personnel at the airport.
- Excellent leadership and people management skills.
- Ability to work under pressure, handle stressful situations and maintain flexibility
- Able to influence, convince and create mutually acceptable solutions in the context of conflicts
- Demonstrate good judgment and solutions
- Fluency in written and spoken Cantonese and/or Mandarin is preferred.

**Competencies**:

- Job Expertise - Demonstrates knowledge of and experience with applicable professional/technical principles and practices, citywide and departmental procedures/policies and federal and state rules and regulations.
- Communication Skills - Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.
- Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently using professional demeanor.
- Decision Making - Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions.
- Leadership - Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment.
- Team Work & Interpersonal Skills - Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

INDGATCA

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