Manager, Operations Customer Service

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.**

Manager Operations, Airports is responsible and accountable to successfully plan, organize, and oversee the day-to-day operations associated with Air Canada's YYZ Hub and more specifically its Safety compliance and Customer Experience; as it pertains to Airside & Baggage Operations, In-Terminal Operations, STOC Operations and Deployment.

**Responsibilities**:

- Lead and promote the "Safety First and Always" mindset.
- Provide leadership -in the form of guidance, coaching, development, performance management
- to Customer Experience Managers to ensure the implementation, maintenance and improvement of procedures and processes to achieve excellent customer service standards in the following departments; STOC,
- Deployment, Airside & Baggage and In-terminal Operations.
- Ensure compliance with standards of IOSA, SMS and other applicable authorities.
- Play key role in development and operationalize the Station Safety Plan.
- Conduct self-audits on regular basis. Where audit activities have revealed vulnerabilities, ensure identification of root cause and implementation of corrective measures.
- Work in a close partnership with Airport Safety Team, Airport Authority, 3rd Party Vendors and other airport tenants to meet operational requirements.
- Develop solid relationships with all station departments and work collectively to achieve station objectives.
- Communicate with employees on a regular basis to keep them up-to-date and knowledgeable of new products, performance (service and operational) issues and branch objectives.
- Recognize and acknowledge employees who consistently delivery services excellence.
- Drive front line employees to consistently deliver customer service in all airport operations and work towards station and company KPI (Key Performance Indicators) such as but not limited to:

- Net Promoter Score;
- Missing baggage;
- On-Time Performance;
- Injuries;
- Aircraft/Equipment damage;
- Complaint reduction, commendations;
- Arrival performance;
- Accessibility;
- Irregular operation handling.
- Commitment to elevating the customer experience in every facet of the organization.

**Qualifications**
- Fly every mile in our customers shoes;
- Demonstrate compassion and ability to advocate for employees and customers;
- Conduct all customer and employee communictaions with Care & Class;
- Understanding of Federal regulations (TC, COSH, CARS) risk assessments an asset;
- Strong leadership, negotiation and communication skills with excellent conflict resolution skills.;
- Ability to work long and irregular hours;
- Team Player;
- Must demonstrate solid operational background;
- Good computer skills;
- Experience in unionized environment;
Track record of delivering on station company objectives;
-

**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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