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Specialist, Business Process

1 month ago

Montréal, Canada Vacances Air Canada Air Canada Vacations Full time

**TITLE**: Specialist, Business Process (TTS and Altea)
**DEPARTMENT**: Business Process
**LOCATION**: Montreal or Toronto
**SCOPE**: Responsible for leading the Business Process team and for implementing Customer-focused processes, programs and policies which are supported by Operations.

**Responsibilities**:

- Help in the development of the strategic direction of the Operations department by ensuring the vision and objectives are understood and communicated effectively.
- Take a leadership role in modernizing Operations by benchmarking best practices, developing business cases, and supporting the implementation of new processes and technology.
- Participate in new product development projects to ensure that Operations delivery remains a priority during design/development phases.
- Work with the Business Process Analysts to research and develop business requirements.
- Develop and prepare required business cases and change requests.
- Supervise and mentor the Business Process Analysts, which includes providing guidance and assistance, performance evaluations, hiring, development, coaching, and disciplining.
- Liaise with different departments to ensure that new initiatives are aligned with the Operations strategy and rolled out successfully.
- Liaise with the Training, IT and Communication teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise regularly with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations department.
- Collaborate with IT during system deployments, to ensure new features are approved and up to users’ standards.
- Act as the center point of contact for other departments for policies and procedure clarifications and changes
- Identify and lead continuous improvement initiatives related to current processes to enhance efficiency for Operations.
- Deliver processes and policies for new products and offerings, including maintaining and updating documents and procedures.
- Optimize revenue by focusing on enhancement of process changes that increase sales or reduce cost within the Operations department.
- Ensure assigned tasks and projects are completed on time and to standard.
- Track and monitor completion of IT tickets opened by the Business Process Analysts.
- Other tasks related to the successful implementation of processes, programs and policies for the Operations teams.

KNOWLEDGE AND SKILLS REQUIRED
- University or College diploma in Tourism and/or personnel management
- Minimum of 5 years of experience in the tourism industry
- Strong technical background in TTS, and Altea
- Knowledge of Agent Hub, Groups Quoting Tool and/or Revelex is an asset
- Solid understanding of Air Canada Vacations’ processes and procedures
- Ability to resolve problems quickly in a complex environment
- Excellent communication and organizational skills
- Demonstrates excellent judgment, initiative and flexibility
- Ability to work under pressure, assess priorities and cope with strict deadlines
- Strong team player
- Customer Centric
- Computer literate (Word, Excel, Power Point and Outlook)
- Fluently bilingual; French and English

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