Supervisor - Airport Operations

2 months ago

Toronto, Canada United Airlines Inc. Full time

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.**

**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

**Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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