Operation Manager in Airport Core Services

**Job description**

**About Us**:
At Aviation and Airport Services (AAS) Canada we carry a global flag for aviation services here at home. AAS Canada combines world-class aviation support service experience with local market expertise. Our company is built on a rich 30-year history of diversified operational support services in Canada and incorporates global aviation leadership experience.

At AAS Canada the pillars upon which we have built our corporate vision align with the principals of global best practice in aviation support services:

- Efficiency in Service
- Excellence in Customer Experience Delivery
- Innovation
- Consistency
- Safety
- Value

No matter what the engagement, AAS Canada people:

- Are outgoing, engaging, empathetic and have integrity
- Understand the big picture
- Think critically and are action oriented
- Are Knowledgeable and Capable

Above all else, AAS Canada believes in family values as a guiding principle. These values are central in the history and success of our company and will serve at the core of AAS Canada moving forward.

**Duties and Responsibilities**:

- Direct and manage all aspects of operations for the contract of Core Services including passenger assistance and asset replenishment.
- Develop and implement strategies that drive process improvement initiatives to improve customer experience and operational efficiency.
- Develop and implement business activities, policies, goals, objectives and procedures.
- Ensure service-related plans, procedures and protocols are communicated to the team and are always accurate and kept up to date.
- Manage and monitor the daily provision of Wheelchairs, Special equipment & Surreys for the Airport Customer Assistance Program - Core Services.
- Manage the dispatch office (operations control center). Direct, motivate and coach the Dispatch team members.
- Monitor and review key performance indicators (KPIs), manage service quality and efficiency through daily observations, monitoring performance reports and taking immediate corrective actions, whenever required.
- Develop, implement and direct the equipment maintenance programs, safety and quality programs.
- Ensure service delivery to customer airlines, in accordance with service level agreements.
- Ensure that the team complies with all safety, security, quality standards and procedures.
- Report and investigate all incidents and take immediate corrective actions.
- Identify required performance improvements by analyzing data, best practices, operational trends and engage the team in formulating solutions/ and/or recommendations and oversees the planning and execution of initiatives that improve the operation and passenger experience.
- Establish, maintain and promote effective working relationships with both internal, external customers and other stakeholders.
- Work in close coordination with Shift Managers and HR department to provide conducive environment / support to the team.
- Provide training and development support to HR to ensure all staff demonstrates knowledge of the core activities, standard operating procedures and protocols
- Anticipate, identify, and resolve service and operational issues with a results-oriented approach to performance.
- Collaborate as needed with professional services counterparts, ground handlers and airlines in customer success to ensure we deliver a cohesive service experience.
- Handle complaints and oversee the service recovery procedures.
- Manage on-going profitability of the contract, ensuring revenue and customer satisfaction targets are met and exceeded.

**Qualifications**:

- Degree or Diploma in a related field, or equivalent combination of education, training, and experience.
- Minimum 5 years prior management experience in aviation industry preferred, or proven experience in a leading role within the Aviation Industry
- Previous experience in inventory management, operations, customer service, administration and public relations.
- Demonstrated record of successful team management.
- Proficient skills in Microsoft Office (Excel, PowerPoint, Word).
- A proven track record of success and accomplishments that demonstrate critical thinking ability and initiative.
- Excellent written and oral communication skills.
- Ability to efficiently summarize and present data in a usable format.
- Ability to think quickly, act quickly, multi-task and manage conflicting priorities.
- Be driven by data, and have strong analytic, quantitative, and problem-solving skills.
- Strategic thinker and problem solver.

**Job Types**: Full-time, Permanent

**Salary**: $60,000.00-$70,000.00 per year

**Benefits**:

- Extended health care

Schedule:

- 8 hour shift

**Job Types**: Permanent, Full-time

**Salary**: From $60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
- Wellness program

Flexible Language Requirement:

- English not required

Schedule:

- 8 hour shift
- Holidays
- Monday to