Manager, Global Baggage

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.**

Reporting to the Manager, Global Baggage - Solutions, the Manager, Global Baggage - Performance will be an integral member of the Global Baggage team. The role is responsible to manage and optimize baggage metrics, key performance indicators (KPI's) and drive improvements to performance. The position includes, reporting and developing dashboards and forecasting for various Global Baggage measures. The incumbent will report out on performance and lead continuous improvements. Leadership, teamwork, collaboration, creativity, and engagement at all levels will promote a culture of responsible performance in concert with a safe and secure operation.

**Key Functions & Accountabilities**:

- Lead data analysis efforts to align with organizational strategic objectives, focusing on performance accountability at station and region levels.
- Develop performance trends by station/region/market, leading management reviews and business improvement plans.
- Perform invoicing audits targeting $0 overcharges and aim for approximately $1M savings based on historical data. Manage baggage financing and invoicing with an annual budget of $20M.
- Design operational teams' KPIs, set targets, and establish review routines to assess daily performance and drive improvements.
- Create new dashboards and reporting tools, focusing on initiatives like Baggage Scanning Information Display Screens to improve baggage handling and elevate customer experience.
- Manage relationships with vendors/contractors in baggage deliveries, contact centers, and repairs, ensuring performance within SLAs.
- Lead initiatives to improve baggage performance and customer experience, ensuring sustainable changes.
- Work with Commercial teams to ensure aircraft optimization and capacity demands, reducing baggage mishandling.
- Implement predictive tools in the baggage handling area to reduce mishandling and enhance customer experience.
- Forecast and manage the rollout of leading operational indicators, focusing on frontline handlers.
- Ensure alignment between Airports NA, INT Branch, and stakeholders affecting baggage performance.
- Provide expertise in support of short-term and long-term initiatives, evaluating and innovating statistical approaches.
- Develop routines ensuring Baggage performance metrics are a daily focus within Air Canada.
- Collaborate with operational teams to optimize systems for sustainable results and proactive problem-solving.
- Assess training needs based on frontline competency levels, identifying gaps.
- Establish best practices for continual improvement in operations and customer service.
- Communicate across the organization, from frontline to executive management, to engage and align on key initiatives.
- Steer research and benchmarking activities as required to maintain industry-leading standards.
- Ensure consistent practice and monitoring of safety, security, and service standards.
- Establish and enforce quality control standards and processes to maintain accuracy and reliability in data analysis and software development.
- Oversee the execution of projects within the organization, ensuring adherence to methodologies and standards.
- Identify and analyze process improvement opportunities, and develop and implement solutions to enhance efficiency, reduce waste, and improve overall performance.
- Plan and manage projects, including setting objectives, developing project plans, and monitoring progress. Ensure projects are completed on time and within budget.
- Lead and coach project teams, providing guidance and support to ensure successful project outcomes. Foster a culture of continuous improvement and collaboration.
- Monitor project performance, analyze results, and provide regular updates and reports to key stakeholders. Use data-driven insights to drive decision-making and continuous improvement.

**Qualifications**
- Lean Six Sigma Black or Green Belt certification is an asset
- Strong analytical and applied logic skills.
- Sound experience with mathematics / statistical analysis and modeling.
- Creative problem solver who thinks strategically, is results oriented and attentive to details.
- Strong analysis background; proficiency with Microsoft Excel and Power BI is a must.
- Programming and/or knowledge in: SQL, R, Python, SAS, and other data mining programming tools.
- Data cleaning, quality assurance and investigating potential issues with a variety of data sets.
- Bilingualism in English and French, an asset.
- 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

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