Manager, Crew Performance

**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.**

Responsible to lead compliance to performance and SOP’s on behalf of the Vice-President of IFS. This role will provide oversight and general management of performance files identified by the Bases in conjunction with our Legal and Labour Branches and in close coordination with the IFS Base Leads. This role will be accountable to actively manage files that require the attention of our Chief Arbitrator and will effectively manage all files at the grievance hearing protocols, including representing the Vice President at any hearings, arbitration, etc. This position will be responsible to manage all system files, performance related data and development for YYZ, YVR, YUL and YYC.

**Responsibilities**:

- Responsible to oversee a performance management program for IFS Cabin Crew that will be focused on the overall performance of our Cabin Crew, and specifically sub-optimal and non-performance with a view to improving the performance wherever possible.
- Maintains final decision on the delivery of all discipline levied at IFS
- Continues a strong relationship with CUPE and our Chief Mediator/Arbitrator at all times
- Will develop initiatives that focus on development of Cabin Crew to reach their full potential.
- Accountable for the management of files specific to performance management and the protocols that lead to progressive discipline to the full of extent of possible mediation and arbitration requirements.
- Responsible for the overall decision making on all disciplinary related files and the grievance hearing process and outcomes.
- Responsible for working with the IFX Manager teams to ensure performance management is being effectively used as a direct result of their onboard reporting and of suboptimal performance
- Responsible to attend all grievance hearings and represent the Vice President, IFS on all decisions leading to demotion, termination and possible Memorandum of Settlements.
- Ensures a weekly report out on all files.
- Ensures weekly meetings with the key representatives who manage Cabin Crew performance for each IFS Base.
- Responsible to maintain all disciplinary and performance (positive and negative) related statistics
- Liaises with Crew Planning to ensure there is ongoing awareness of cabin crew number changes and evolution to ensure effective planning for operational integrity and efficiency.
- Works collaboratively with Labour and Legal on all issues pertaining to performance files and makes recommendations on next steps.
- Designs and develops strategies to coach and effectively manage employees who have an overall inability to perform to expectations
- Will be a decision maker on key files dealing with performance management
- Will represent IFS at all Grievance hearings and all Mediation/Arbitration sessions
- Creates a culture based on support, training and development where possible to drive an improved level of performance that is aligned with our corporate standards and expectations
- Will be responsible to coach and develop the IFS management teams to ensure consistency and best demonstrated practices for the workplace related to performance management.
- Will focus on the IFS key objectives of consistency and recognition while ensuring that we build strong relationships with our key partners and specifically in this case our Legal and LR teams.

**Qualifications**

- Bachelor degree in labour relations or equivalent
- Experience in managing large and complex projects;
- Demonstrated experience effectively leading the performance management portfolio for a unionized workforce
- Deep understanding of Air Canada CUPE collective agreement and union relationship management
- Strong understanding of In-Flight Service Operations
- Strong ability to lead, motivate, and coach indirect subordinates on the achievement of goals;
- Ideally has successfully completed the Flight Attendant training program and maintain ongoing qualifications however not required
- Excellent written and verbal interpersonal, conflict resolution, and communication skills;
- Intercultural competence and consciousness;
- Strong organizational and detail-oriented abilities;
- Ability to garner support and build consensus among multiple stakeholders to achieve any and all strategic or operational visions;
- Strong customer service excellence orientation;
- Strong analytical, comparative, innovative and creative skills
- Strong product knowledge (i.e. Cabin Safety and SOPs, Customer Service Standards and Products, and Labour Relations, etc.);
- Act like an owner and a strong business acumen a must;
- Meet tight and competing deadlines and work under times of extreme pressure;
- Adaptable and flexible to support a 24/7 operation;
- Fluency in English and French, a quantifiable ass