Global Baggage Recovery Manager

2 weeks ago

Vancouver, 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.**

This position will report to the Manager, Global Baggage and is responsible for baggage recovery management, day of solutioning and quality assurance. With oversight and management of baggage recovery, the incumbent will be tasked to support all baggage recovery operations and continuous improvement of the customer experience and cost avoidance as it relates to baggage within the station or region. Additionally, the incumbent will have oversight and direct engagement/involvement with all baggage related key actors and vendors at the station/region level.

**Key Functions & Accountabilities**:

- Manage and motivate Customer Service Agents by empowering the team through key employee engagement initiatives.
- Participate in collaborative efforts with airport authority on ways to improve the baggage system and solution contingencies and processes on handling delayed baggage.
- Ensure that services meet the established standards set by Global Baggage Excellence.
- Meet weekly with Global Baggage team to provide updates and discuss local challenges.
- Measure and monitor team performance and productivity by way of enhanced analytics and auditing.
- Manage and audit CSA on soft skills by demonstrating courtesy, empathy, and poise under pressure.
- Host briefings and coaching sessions with employees on a regular basis.
- Oversee onboarding of new hires, from OJT to periodical touchpoints during probation.
- Liaise with internal branches/departments and other airlines to resolve baggage issues and challenges.
- Identify and solve potential PAWOBs proactively.
- Manage and maintain lost and found product (Chargerback) to expedite return of valuables important to the customer experience
- Create a network of various departments and airlines to resolve baggage tracing escalations.
- Manage and solution any potential baggage issue and IROPs while providing regular updates.
- Serve as reference for all global baggage related questions and/or initiatives at the station for topics such as: Interim expenses, baggage delivery, alternate baggage routing, escalation for priority files, social media escalations, baggage reporting/tools, KPIs, station turnover and overall station performance on baggage handling.
- Responsible for proper coding of PAWOB by CSA.
- Responsible for ACF inventory for station/region
- Ensure constant coverage of tracing position (Point of contact for the station, on-hand bags & action file handling).
- Responsible for the inventory control of car seats and replacement bags on station/region.
- Act a key partner for Corporate Security and airport safety Initiatives.

**Qualifications**
- Proven experience in a baggage management role in the aviation industry an asset.
- Excellent analytical and problem-solving skills, with a focus on continuous improvement.
- Excellent interpersonal and communication skills, with the ability to lead cross-functional teams and work effectively with stakeholders and partners.
- Proven ability to work independently in a fast-paced and changing environment.
- Strong project management skills, with the ability to lead complex projects to successful completion.
- Bachelor's degree in a related field or equivalent work experience.
- Bilingualism in English and French, an asset (mandatory for YUL).
- Understanding of airline operations preferred.

**Conditions of Employment**:
**Linguistic Requirements**

**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.

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