Operations Manager

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Executive Aviation is looking for a full-time Operations Manager at John C. Munro Hamilton International Airport The Operations Manager will act as the accountable leader for all daily operational activities both above and below the wing. Reporting to the Station Manager, the Ops Manager will have a strong focus on safety and security. Performance will be measured by operational KPI’s, efficient facility utilization, customer and guest satisfaction and front-line engagement. The Operations Manager is responsible for implementing processes and procedures for effective guest and aircraft handling and performance during regular and irregular operations. They will be responsible for identifying areas for process improvements between Customer Service and Ground Operations departments.

**Responsibilities**:

- Manage Customer and Partner relationships and ensure compliance in accordance with all local agreements - maintaining monthly meetings with equivalent managers
- Manage local relationships with airport authorities, regulatory agencies and corporate resources related to day of operational activity
- Responsible for implementing processes and providing pro-active plans to ensure team compliance to Executive Aviation, Airline, Airport and Transport Canada standards
- Identify opportunities within the Airport community & facility that will enhance service and improve operations
- Forecast, monitor and review key performance indicators
- Accountable for meeting base performance targets aligned through Executive Aviation or Airline commitment to Safely Perform On-time
- Responsible for maintaining all performance related safety, security and operational KPI’s
- Ensure that gate allocations are optimized for safe, on-time performance
- Monitor iFIDS information, ensuring displays are accurate throughout the terminal
- Assist check-in teams through queue management, induction belt support mitigation and passenger de-escalation mitigation
- Accountable for implementation of all above and below the wing processes and changes including the maintenance of contingency plans for regular and degraded modes of operations
- Identify areas for process improvements and work with local leadership to implement solutions
- Execute the base Emergency Response program and emergency procedures including evacuation plans and incident preparedness
- Manage changing priorities (IROPS), and effectively oversee the management of emerging operational issues. Communicate with, and mobilize the team for response following the approved IROP plan
- Responsible to make recommendations on manpower levels recognizing seasonality, load factors, flight schedule weather, etc. balancing the need of the operations with corporate priorities such as cost containment and guest experience.
- Day-of team engagement; overseeing the planning and execution of operations.
- Represent Executive Aviation and provide leadership to the airport community through active participation in airport committees relating to operations safety and management
- Manage Customer Service and Ramp Coordinators, through continuous development, as the accountable leaders for all day-of operational activities and decisions
- Work with Trainers by supporting effective on-boarding and ongoing development of our frontline employees
- Maintain excellent employee relations in line with Executive Aviation HR Department objectives

Qualifications:

- A minimum of 3 years airport operations leadership experience is required
- A minimum of 2 years’ experience in a high-volume airport operation with a significant level of internal and external dependencies and relationships is preferred
- Familiarity in all aspects of airport operations including Customer Service and Ground Operations and airport wide flight management processes
- Minimum of 3 years of Customer Service experience
- Proven track record leading a team to meet operational and performance targets
- Track record of developing and leading effective teams
- Possess strong business acumen in order to deliver departmental plans including budget
- Excellent ability to multitask & handle changing priorities
- Available on an on call as need basis to participate in the coordination and management of elevated IROPS and systemic issues
- Ability to obtain and maintain RAIC

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