Supervisor - Airport Operations

2 months ago

Toronto, Canada United Airlines Inc. Full time

Description

We have a wide variety of career opportunities around the world - come find yours.

Airport Operations

The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.

Job overview and responsibilities

Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
Ensure consistency on operational, service and product delivery
Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
Develop and support standard work and continuous improvement processes
Oversee and support the performance of a team, zone or cell
Focus on performance issues with the goal of changing co-worker behavior
Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements

Team Leadership Activities

Engage front-line co-workers to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications
Engage and recognize external customers
Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met
Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers
Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
Conduct trend analyses, review key metrics and take actions to address items not on track
Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
Develop and implement standard work and continuous improvement processes
Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts

Performance Management Activities

Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
Identify, address and issue appropriate and timely corrective action in accordance with guidelines
Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
Recognize and document excellent performance
Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
Participate in peer, safety and accident review boards
Confront and address inappropriate behavior and performance issues with specific feedback

Administrative Activities

Complete all mandatory regulatory and Company required documentation of activities
Document performance issues into case management system
Attend division/unit/group meetings
Participate on collateral projects

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

**Qualifications**:
Required

Experience leading and influencing a team and customer service experience
Strong written and oral communication skills
Conflict resolution and decision making, with the ability to lead
Experience supervising Union personnel a plus
Proficient in IT systems and common software appropriate to work group
Business Acumen/Continuous Improvement
Customer Focus
Conflict Resolution
Accountability
Teamwork
Engagement/Motivation
Safety orientation
Planning/multi-tasking
Must be legally authorized to work in Canada for any employer without sponsorship
Must be fluent in English (written and spoken)
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position

Preferred

Bachelor’s degree

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