Manager, Baggage Services

2 weeks ago

Edmonton, Canada Flair Airlines Ltd. Full time

**Want to be part of a team that's changing the way Canada travels?**

As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of couch-bound Canadians.

Yes, we’re an airline, but we truly believe that our product is our people. Low fares are important, but it takes great people delivering consistently outstanding customer-focused service to build brand loyalty.

Flair Airlines is currently seeking a permanent, full-time **Manager, Baggage Services **to join our growing and ever-changing organization. Reporting to the Vice President, Airport Operations, the Manager, Baggage Services is responsible for the management of the baggage strategy and program while further managing relevant third-party partners and systems. Working as part of the Airports Operations team, the incumbent will be integral to developing the program and enhancing policies. The incumbent will also be responsible for initiatives that drive the reduction in delayed and lost baggage metrics to ultimately increase customer satisfaction and reduce costs.

The Manager, Baggage Services is passionate about flair’s mission for F50 and to liberate Canadians with affordable travel and is fully committed to making the passenger’s baggage journey a positive one.

**Primary Job Functions**:

- Operating within a pro-active and dynamic environment providing central baggage management support to the Airport Operations team.
- Responsible for the contract management and execution of all Central baggage support functions - i.e., central management of damaged baggage, baggage tracing, and baggage claims, working closely with Airport Operations team members ensure all airports and third-party partners are delivering against targets and minimize costs and claims
- Engage with the Airports support team to support the development and continuous improvement of baggage procedures where required. E.g.in known ‘hot-spot’ areas
- Provide timely baggage performance information to the Airport Operations team to support their delivery. Review statistics and implement new working procedures to assist Airport Operations Managers to reduce claims/ short shipped figures and meet KPI’s
- Owner of the end-to-end baggage customer journey, working with training teams, contact centre, web content, digital, and policy teams to ensure all baggage policy and procedures are regularly reviewed and updated in line with regulations and customer experience
- World Tracer co-ordinator manages costs, sets up new airports, ensures files are closed/delivered quickly with the correct codes assigned.
- Utilize software and web solutions to review, support, and streamline department processes for reporting purposes.
- Ownership for writing customer-facing policy and comms for all front-line ground crew
- Work alongside commercial (CX, Product, and Digital) to develop a clear Baggage strategy for Baggage Services that can be delivered in the Operational environment, leading the associated projects from a Baggage Services Manager perspective.
- Accountable for ensuring engagement plan for Baggage Services ground crew including fit-for-purpose training for the ground crew. Deliver input for course content and work closely together with Training Department to ensure training goals are met
- Proactively look for innovation and identify future technology that can improve the Customer Experience and Baggage process and work cross-functionally with all departments across the business to deliver key change projects affecting Baggage Services
- Working with a second facilitator/producer to deliver the airport agent initial training program virtually on a weekly, reoccurring schedule
- Work closely with the training coordinators to maintain and revise the training curriculum and material, based on learner feedback and regulatory revisions

**Qualifications and Education Requirements**:

- Post-secondary degree or diploma in a related field or equivalent combination of education and experience;
- Minimum five years of experience in working within Ground Operations to understand all areas of the customer baggage route or an equivalent aviation operational and/or aviation training role;
- Good understanding of the Air Passenger Protection Regulations
- Working knowledge of World Tracer or NetTracer required
- Working knowledge of regulations pertaining to Baggage within the CTA and TC requirements.
- Ability to work cross-functionally to support the delivery of new customer initiatives
- Excellent financial awareness and understanding of the safety and operational drivers within a cost-focused business
- Able to communicate with and present to all levels of the business and externally
- Work on own initiative as well as within a team

**Soft Skills Requirements**:
**Ownersh

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