Head of Ifs Operations

**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**
- Overall accountability for IFS Operations excellence including strategies, processes and procedures for growth, optimal operations and superior safety and customer service performance from the branch with a primary focus in the front-line employee group and on our Service Directors, our onboard leaders. Accountable to continuously foster and grow a positive culture of care and class for each other and towards our customers
- Accountable for system on-time performance and operational targets as well as compliance regulatory requirements and corporate policies & standards.
- Full accountability for the maintaining a positive and constructive relationship with CUPE, the flight attendant union, including the day to day working relationship, labor processes and contract negotiations
- Accountability for the Inflight budget
- Accountability for the implementation of a consistent and fair performance management and recognition program in the branch
- Accountable for ensuring onboard customer experience SOPs alignment within the Air Canada family of airlines
- Acting VP, Inflight Service in the absence of the VP, Inflight Service

**KEY FUNCTIONS AND RESPONSIBILITIES**

**Safety & Regulatory**
- Accountable for IFS base compliance with government regulatory requirements, Safety Management System (SMS) requirements, conformance with IATA Operational Safety Audit (IOSA) standards, and consistent adherence to Company safety-related processes and procedures.
- Actively participate in the Branch Safety Board meeting and coordinate follow-up action items pertaining to the IFS bases.
- Ensure effective communication of branch meetings and information, alignment of work, objectives and deadlines for all areas affecting the IFS bases.
- Establish yearly goals and objectives for the IFS bases based on the corporate and branch safety goals, objectives and corporate priorities.
- Oversee the design, maintenance and control of Publication 341 IFS Base Procedures and associated business processes.
- Member of the Emergency Response Team; ensure communication between the Emergency Response Centre representative and the IFS base General Managers.
- Accountable for the oversight of the IFS Emergency Cell phone procedures for the bases
- Responsible for ensuring Safety Event issues specific to IFS bases are addressed in accordance with regulatory requirements and standards.

**Operations & Product**
- Direct and supervise all aspects of the IFS Crew Base operations
- Lead the design and implementation of programs to educate, maintain and headline customer satisfaction measurement as an educational tool for onboard leaders based on the continuous customer expectations feedback.
- Accountable for system on-time performance, Service Director adherence to onboard product delivery standards and overall adherence to all operational and safety procedures in support of branch and corporate goals.
- Act as key contact to foster and maintain key relationships with branches where In-Flight Service has operational and business inter dependencies
- Direct, design and lead the implementation and management of processes that support and measure Service Director 'brand delivery' performance in a consistent and aligned strategy across all IFS bases.
- Provide direction and guidance on design and development of new IFS processes and procedures supporting the effective and timely introduction of new routes and aircraft and ongoing customer service improvements using the customer service satisfaction survey results.
- Lead branch security of asset protection in partnership with Corporate Security; ensure consistent enforcement of Air Canada theft and loss control policies, including termination and prosecution.

**Performance**
- Oversee the development and management of the Service Director position core values; actively support in the development of new cabin crew and Service Director training and continuing education programs.
- Lead the development of performance and operational standards and metrics; ensure IFS bases consistency in the management of performance standards and operational targets.
- Direct, design and implement a management infrastructure that, across all four IFS bases, supports a consistent and aligned performance management strategy including performance reviews, succession planning, coaching, counseling and resource allocation.
- Oversee and ensure effective management and standardized approach to reduce culpable absenteeism and work related injuries and provide the infrastructure that supports Rehabilitation Program in order to achieve budget and productivity targets.
- Plan and execute strategies and programs that provide Service Directors with effective recognit