Current jobs related to Lead Service Excellence Manager - Dorval - Air Canada

  • Commercial Excellence Manager

    4 months ago

    Dorval, Canada Cardinal Health Full time

    Cardinal Health Canada, with over 1300 employees nationwide, is an essential link in the Canadian healthcare supply chain, providing over 70,000 products to healthcare facilities and medical professionals across the country. Cardinal Health Canada is currently seeking a Commercial Excellence Manager on a full-time basis to be part of our Commercial...

  • Director of Service Excellence

    3 weeks ago

    Dorval, Quebec, Canada Air Canada Full time

    Job SummaryWe are seeking a highly skilled and experienced Service Director Manager to join our team at Air Canada. As a key member of our organization, you will be responsible for enhancing and strengthening the working relationship with Service Directors through personalized, quality-based communication, in a safe, comfortable, and confidential...

  • Director of Service Excellence

    3 weeks ago

    Dorval, Quebec, Canada Air Canada Full time

    Job SummaryWe are seeking a highly skilled and experienced Service Director Manager to join our team at Air Canada. As a key member of our organization, you will be responsible for enhancing and strengthening the working relationship with Service Directors through personalized, quality-based communication, in a safe, comfortable, and confidential...

  • Manager, Strategic Procurement

    3 weeks ago

    Dorval, 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. Air Canada is seeking a Manager, Strategic Procurement - Centre of Excellence who will be based at our Montreal...

  • Manager, Strategic Procurement

    3 weeks ago

    Dorval, 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. Air Canada is seeking a Manager, Strategic Procurement - Centre of Excellence who will be based at our...

  • Manager, Strategic Procurement

    3 weeks ago

    Dorval, 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. Air Canada is seeking a Manager, Strategic Procurement - Centre of Excellence who will be based at our...

  • Service Delivery Manager

    3 weeks ago

    Dorval, Quebec, Canada TalentWorld Full time $70,000

    Job SummaryWe are seeking a highly skilled Service Delivery Manager to join our team at TalentWorld. As a key member of our operations team, you will be responsible for driving strategic initiatives and ensuring seamless day-to-day functions.Key ResponsibilitiesConduct and supervise daily operations to meet productivity targets and quality standards.Develop...

  • Service Delivery Manager

    3 weeks ago

    Dorval, Quebec, Canada TalentWorld Full time $70,000

    Job SummaryWe are seeking a highly skilled Service Delivery Manager to join our team at TalentWorld. As a key member of our operations team, you will be responsible for driving strategic initiatives and ensuring seamless day-to-day functions.Key ResponsibilitiesConduct and supervise daily operations to meet productivity targets and quality standards.Develop...

  • Operational Excellence Specialist, Deployment Coach

    3 months ago

    Dorval, Canada Bombardier Full time

    **Why join us?**: As the leading manufacturer of business aircraft, Bombardier is renowned for designing, manufacturing, and servicing world-class aircraft that elevate the client experience. Bombardier has been successful in setting the highest standards because we are a people-centric business that fosters passion, diversity and authenticity. Prioritizing...

  • Vice President, Marketing

    4 months ago

    Dorval, Canada Cardinal Health Full time

    Cardinal Health is a global healthcare products manufacturer, distributor, and provider of healthcare services and solutions with a leading national presence across Canada. With over 1400 employees nationally, our dedicated team services over 95% of Canada’s hospitals and thousands of long-term care homes, healthcare providers, direct patients, and...

  • Operational Excellence Specialist, Deployment Coach

    2 weeks ago

    Dorval, Canada Bombardier Full time

    When applicable, Bombardier promotes flexible and hybrid work policies._ ***: **Why join us?**: At Bombardier, we design, build and maintain the world’s peak-performing aircraft for the world’s most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of...

  • Manager, Strategic Procurement

    3 weeks ago

    Dorval, Quebec, H0S, Montréal, 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. Air Canada is seeking a Manager, Strategic Procurement - Centre of Excellence who will be based at our...

  • Engineering Knowledge Management Lead

    4 days ago

    Dorval, Quebec, Canada Bombardier Transportation GmbH Full time

    Job Title: Engineering Knowledge Management LeadJob Summary:We are seeking a highly skilled Engineering Knowledge Management Lead to join our team at Bombardier. As a key member of our engineering community, you will be responsible for developing and implementing innovative knowledge management strategies to drive engineering excellence.Key...

  • Engineering Knowledge Management Lead

    4 days ago

    Dorval, Quebec, Canada Bombardier Transportation GmbH Full time

    Job Title: Engineering Knowledge Management LeadJob Summary:We are seeking a highly skilled Engineering Knowledge Management Lead to join our team at Bombardier. As a key member of our engineering community, you will be responsible for developing and implementing innovative knowledge management strategies to drive engineering excellence.Key...

  • Manager, Financial Services

    4 months ago

    Dorval, 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.** Reporting to the Director, Financial Services Maintenance and Engineering, the incumbent will be...

  • Manager, Financial Services

    3 months ago

    Dorval, 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.** Reporting to the Director, Financial Services IT, the incumbent will be responsible to support the...

  • Manager, Financial Services

    3 months ago

    Dorval, 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.** Reporting to the Director, Financial Services-Cargo, the incumbent will be responsible to support the...

  • Manager, IT Service Management

    3 months ago

    Dorval, 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.** The position requires a dynamic professional who likes to support transformation and change while being...

  • Engineering Knowledge Management Lead

    5 days ago

    Dorval, Canada Bombardier Transportation GmbH Full time

    Job: Engineering Knowledge Management LeadPrimary Location: Administrative Centre (CA)Organization: Aerospace CanadaEmployee Status: RegularReferral Amount: $2,000.00Requisition: 4801 Engineering Knowledge Management LeadWhen applicable, Bombardier promotes flexible and hybrid work policies.At Bombardier, we design, build and maintain the world’s...

  • Engineering Knowledge Management Lead

    4 days ago

    Dorval, Canada Bombardier Transportation GmbH Full time

    Job: Engineering Knowledge Management LeadPrimary Location: Administrative Centre (CA)Organization: Aerospace CanadaEmployee Status: RegularReferral Amount: $2,000.00Requisition: 4801 Engineering Knowledge Management LeadWhen applicable, Bombardier promotes flexible and hybrid work policies.At Bombardier, we design, build and maintain the world’s...

Lead Service Excellence Manager

3 months ago

Dorval, 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.**

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 2024 - July 2025.**

**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 2023).
- 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.
- 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**:
**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.