Manager, Crew Performance and Recognition

3 weeks ago

Toronto, 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, **F**ull-time Manager, Crew Performance and Recognition **to join our growing and ever-changing organization.

**Position Overview**:
Reporting to the Senior Manager, Inflight Operations, the **Manager, Crew Performance and Recognition** is responsible for the delivery of all performance and support aspects of the Inflight Operations of Flight Attendants. This includes, but is not limited to performance management, rewards and recognition, reliability, career development, employee relations, and health and wellness programs.

The **Manager, Crew Performance and Recognition **will be based in Toronto (YYZ) and some travel will be required.

**Primary Job Functions**:

- Conduct Performance Management in accordance with Flair Airlines guidelines in conjunction with Inflight leadership and Human Resources.
- Inform and act as a knowledgeable source for interpretation of Flair Airlines Inflight Operations, Policies, procedures, department information and best practices.
- Provide guidance and support to all Flair Flight Attendant’s.
- Support internal and external Inflight Service recruitment initiatives.
- Review and manage behavior, performance, and reliability trends in accordance with Flair’s policies, principles, and values.
- Investigate and respond to internal and external feedback about Flight Attendant performance.
- Accountable for developing and supporting excellent employee relations and performance.
- Ensure management processes are in line with the Flair Airline’s culture and departmental objectives.
- On-Call responsibilities and some travel is required.
- Project work, or other tasks assigned by inflight leadership.
- Required to successfully gain/maintain Flight Attendant training.
- Provide career development guidance to Flight Attendant’s identifying suitable talent for future Inflight Director vacancies across all Inflight Service Crew Bases.

**Behavioral Competencies**:

- Builds commitment, pride, honesty, trust and strong relationships among team members.
- Strong leadership skills and ability to elevate employee engagement, build trust, drive change, and challenge the status quo.
- Continuously strives to create connections, raise the bar and get results.
- Clearly articulates and promotes the significance and impact of employee contributions to promoting and achieving team goals.
- Keeps team focused on their purpose for working together; clarifies and reinforces roles and responsibilities of team members.
- Develops others through coaching and mentoring, and acknowledges the positive performance of others.
- Knows when to be creative and take calculated risks in making decisions and solving problems.
- Projects credibility and poise in highly visible and/or adversarial situations.
- Fosters open and honest communication; actively seeks the ideas and opinions of others.
- Describes Inflight Operations policies, procedures and department information in a clear and concise manner.
- Ability to work within and adhere to the Collective Bargaining Agreement.
- Implements change smoothly, and helps others adapt; involves team members in the change process.
- Holds Flight Attendants accountable for increasing customer satisfaction and loyalty.
- Anticipates and understands internal/external customer needs.
- Ensures that all performance related items are kept confidential and is documented appropriately.

**Qualifications and Education Requirements**:

- Previous leadership experience supporting a large work group (100+) is required.
- 2 or more years experience in performance management and ability management is required.
- HR degree, diploma or certificate, or equivalent years of experience in a people leadership role is an asset.
- Previous leadership experience in union environments is an asset.
- Previous experience as a Flight Attendant is an asset.
- Knowledge of Flair policies, guidelines and practices.
- 3+ years experience in airline operations is an asset.
- Proven ability to plan, develop and lead meetings.
- Proven ability to provide high level of customer service to internal guests.
- Able to deal with stressful situations and perform steadily under pressure, while maintaining professionalism.
- Positive role model, outwardly demonstrates Flair Airlines values and Leader promises.
- Bilingual in French is an asset.
- Please note this is a perm

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