Instructor, Passenger Operations

Job Summary:
Reporting to the Supervisor Learning and Development, this position is responsible for initial and recurrent training of all Passenger Operations team members and ground handler trainers in company policy and procedures, regulatory requirements and computer systems. The role also supports the development of training courses and passenger operations procedures. Passenger Operations teams include but are not limited to Customer Service Representatives.

Duties & Responsibilities:

- Conduct initial and recurrent training of Passenger Operations team members
- Conduct training of new and returning team members and ground handlers for station openings and restarts, providing additional support as required
- Measure results of training using appropriate methods for determining participant reaction, amount of learning, retention, and ability to demonstrate new skills
- Provide individual coaching and feedback
- Assist with classroom management and conduct performance related meetings as required
- Maintain team member training records
- Assist in the development of standardized syllabus and training lessons for initial, recurrent, and regulatory training of Passenger Operations team members
- Assist in the development and facilitation of training workshops on new procedures for various client groups
- Support the design of e-learning courses to effectively deliver online training through the companies Learning Management System (LMS)
- Perform periodic checks to assess Passenger Operations team member compliance with policies and procedures and identify requirement for supplemental training
- Assist in incorporating procedural changes into all applicable training programs
- Provide support to Station Managers in training new materials and procedures
- Provide training and support to station Leads to promote a consistent standard of on-the-job training and operations
- Develop and improve communication system between operational groups
- Coordinate training events including booking flights, hotels and training space as required
- Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
- Conduct investigations and root cause analysis of Airport safety issues identified through the Porter Safety Management System
- Support the development and implementation of corrective action identified through Porter’s Safety Management System as it relates to Airport Operations
- Understand, demonstrate and role model Porter’s values, while ensuring a commitment to safety and promoting a world class learning environment
- Other duties as assigned

Behavioural Competencies:
**Concern for Safety**: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.**Teamwork**: Working collaboratively with others to achieve organizational goals.**Passenger/Customer Service**: Providing service excellence to internal and/or external customers (passengers).**Initiative**: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.**Results Focus**: Focusing efforts on achieving high quality results consistent with the organization’s standards.**Fostering Communication**: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

- Minimum of 1 year in Airport Operations or equivalent experience
- Training and Adult Facilitation experience is an asset
- Superior written and verbal communication skills
- Ability to prioritize and manage multiple tasks at the same time
- Highly motivated and self-directed with a keen attention to detail
- Ability to adapt quickly to new situations, problem solve and affect positive change in a fast paced, dynamic environment
- Flexibility and availability to work varied hours including weekends as required
- Ability to travel on short notice for up to four weeks
- Ability to hold and maintain a valid Passport (required for travel)
- Ability to hold and maintain a valid Restricted Area Identification Card
- Ability to hold and maintain appropriate work permits for US station training
- High proficiency in Google Suite and Microsoft Office Suite
- Excellent attendance record
- Mandatory COVID-19 Vaccination

Company Description: