Chef de Service

4 months ago

Toronto, Canada Air Canada Full time

**Description**

**Appartenir à Air Canada, c'est appartenir à un symbole canadien, Air Canada récemment élue meilleur transporteur aérien en Amérique du Nord. Faites décoller votre carrière en vous joignant à notre équipe novatrice et diversifiée à l'avant-garde du transport aérien de passagers.**

Le chef de service - Exploitation - Aéroports est responsable de la planification, de l'organisation et de la supervision des activités quotidiennes associées à la plaque tournante d'Air Canada à YYZ, et plus particulièrement de la conformité à la Sécurité et de la prestation de l'Expérience client, en ce qui concerne les Opérations côté piste, les Bagages, les Correspondances et l'Exploitation en aérogare.

**Responsabilités**:

- Incarner et promouvoir l'attitude « Priorité à la sécurité, toujours ».
- Fournir du leadership - sous forme de conseils, d'encadrement, de perfectionnement et de gestion du rendement - aux chefs de l'Expérience client afin d'assurer la mise en œuvre, la mise à jour et l'amélioration des procédures et des processus en vue d'atteindre les normes en matière de service clientèle exceptionnel dans les services suivants : Centre de coordination des opérations d'escale, Déploiement, Opérations côté piste et Bagages, et Exploitation en aérogare..
- Assurer le respect des normes IOSA et SGS ainsi que celles des autres autorités compétentes.
- Jouer un rôle clé dans l'élaboration et la mise en œuvre du plan de sécurité de l'escale.
- Mener des autovérifications régulières. Si des activités de vérification ont permis de révéler des faiblesses, veiller à en déterminer la cause fondamentale et à mettre en œuvre des mesures correctives.
- Maintenir un solide partenariat avec l'équipe de la Sécurité aéroportuaire, l'administration aéroportuaire, les fournisseurs tiers et les autres locataires, afin de satisfaire aux exigences opérationnelles.
- Collaborer et établir de solides relations de travail avec tous les services de l'escale, afin d'atteindre les objectifs de l'escale.
- Communiquer régulièrement avec les employés pour les tenir au courant des nouveaux produits, des problèmes de rendement liés au service et à l'exploitation, et des objectifs de la direction.
- Manifester de la reconnaissance envers les employés qui offrent constamment un excellent service.
- Encourager les employés de première ligne à assurer de façon constante le service à la clientèle de l'ensemble de l'exploitation aéroportuaire, et à travailler selon les principaux indicateurs de rendement de l'escale et de l'entreprise, notamment:

- le taux de recommandation net;
- les bagages manquants;
- la ponctualité (arrivées et départs);
- les blessures;
- Accessibilité;
- la réduction des plaintes et la hausse des éloges;
- le traitement des irrégularités d'exploitation.
- les dommages aux avions ou au matériel
- S'engager à rehausser l'expérience client dans chaque facette de l'entreprise.

**Qualifications**
- Capacité à se mettre à la place de l'autre
- Capacité à faire preuve de compassion envers les employés et les clients, et à défendre leurs intérêts
- Capacité à effectuer toutes les communications auprès du personnel et de la clientèle avec soin et avec classe
- Compréhension de la réglementation fédérale (TC, RCSST, RAC) et des évaluations du risque, un atout
- Excellent leadership, talent marqué pour la négociation et la communication et excellentes habiletés en résolution de conflits
- Capacité à travailler de longues heures et selon un horaire irrégulier
- Esprit d'équipe
- Excellents antécédents en matière d'exploitation
- Bonnes aptitudes en informatique
- Expérience en milieu de travail syndiqué
- Antécédents attestant de la réalisation des objectifs de l'escale et de la Société

**Conditions d'emploi**:
**Exigences Linguistiques**

**Diversité et inclusion**

Air Canada est résolument engagée en faveur de la diversité et de l'inclusion et vise à créer un milieu de travail sain, accessible et gratifiant qui met en valeur la contribution unique de nos employés au succès de notre entreprise.

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