Customer Service Training Delivery Manager

3 weeks ago

Vancouver, 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.**

**Scope/ Purpose of the Position**:

- Responsible to the Director, Training Operations for providing the leadership and direction to ensure that all aspects of Training Delivery for Sales & Service, across Western Canada, are completed in accordance with the standards set forth by Transport Canada, Airports and Commercial. Includes support to branch for facilities and equipment and execution of third party contracts - relevant to sales and service training programs/instructors/facilities.
- Responsible for providing leadership and direction to ensure that all aspects of Premium, VIP and Concierge training in North America is completed as per our standards.
- Responsible for staffing resources across Western, for 1st line management employees and LOU's, assigned to above the wing training.
- This position will require about 60 - 70 percent travel.

**Key Functions & Accountabilities**:
**Safety First**
- Ensures Safety, Security and Service standards are observed, monitored and practiced consistently.
- Liaises with Training Design and Branch safety teams to maintain regulatory compliance.
- Complies with standards established by IOSA, SMS and other applicable authorities.
- Conducts self-audits, identifies risks. Where audit activities have revealed vulnerabilities, ensure identification, addresses root cause and implements corrective measures to root cause.
- Allocates operational material, human & facility resources and policies for Air Canada to ensure safety and security of operations.

**Responsibilities**
- Ensures programs are delivered in accordance with Transport Canada Regulations, Air Canada Corporate Standards, Airports and Commercial as per Training Design, to ensure consistency of delivery system wide.
- Liaises the Training Team regarding Transport Canada, Safety and Training Design issues to maintain compliance for all programs.
- Acts as the training delivery point of contact for any Airports Premium, VIP and Concierge training requests.
- Ensures that there is constant communication with Airports Premium, VIP and Concierge Team, in order to ensure that all their training is delivered as per the service standards.
- Supports the introduction and planning/maintenance of all training equipment, including staff resources.
- Maintains AFCs / IMACs and day to day facility issues in the training facilities.
- Supports the planning and acquisition of all local training supplies in order to support training plans while maximizing cost efficiencies.
- Ensures above the wing training operation is in compliance with the AOSH and COSH regulations
- Responds to any findings reported following an inspection by any member of the Branch, Transport Canada, or other regulatory bodies
- Supports or participates in internal or external audit activities
- Manages the performance and progress of direct reports
- Reviews and responds to inquiries, internal or external, regarding any aspect of Training Delivery
- Maintains constant communication with Airports Station Managers, to ensure that all training activities meet the expectations and operational needs of the Branch
- Supports elements of Commercial based Training Programs
- Ensures site (working) copies of all training programs are maintained and current by delegates, including related exams and handouts
- Determines, allocates and maintains Instructor levels and qualifications for Canada above the wing training to support Branch and Transport Canada requirements for all safety and service training.
- Evaluates staffing requirements for training initiatives and manages staffing levels and scheduling to deliver all training programs in their respective region(s)
- Manages interviews, selection and induction of new instructors (permanent and LOUs). Involved in negotiation of compensation and offers of employment.
- Provides direction for the delivery of all programs, regulatory and non-regulatory, to support corporate goals and objectives.

**Objectives**
- Provides support and direction for allocation of, and maintenance of, all training equipment and facilities as per Transport Canada regulations.
- Executes Internal Audits.
- Provides support to track and maintain mechanisms for above the wing employee qualifications, training and records.
- Develops training strategies pertaining to training delivery.
- Functional direction over approximately 30 Learning Specialists and all departmental LOUs (16 & 17).
- Represents Training to outside educational bodies.
- Provides support and direction to the Training Team.
- Ensures effective and timely communication within the team.

**Safety and regulatory responsibilities**:

- Maintain safety as first topic day to day (production and administration).
- Assuming a

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