Manager, Customer Service Delivery Excellence

**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.** Reporting to the Dir, Customer Service Delivery Excellence, the incumbent will maintain existing and create new and enhanced policies and procedures for Airports In-Terminal and Airside, in compliance with IOSA, TC and other applicable authorities. **Key Fonctions**: Provide Airport functional expertise and customer service perspective to Marketing and other internal customers to ensure that new policies, products and services can be delivered consistently system-wide: - Take over current projects and see them through to implementation. - Assume the leadership of the Airports Airside Service and In-Terminal processes and procedures. - Work with key stakeholders and team members to develop simple, cost efficient processes and procedures to support In-Terminal, Airside enhancements and airport or industry initiatives. - Maintain reference information, publications, bulletins and other communication vehicles, in both official languages. - Respond to questions from frontline Customer Experience and Airside staff, ensuring any communication forums are updated and re-communicated. - Investigate and resolve performance shortfalls and procedural weaknesses related to customer processing and service. - Ensure Corporate Safety and Security standards are observed and practiced consistently. - Interface with other departments and outside suppliers to meet Airport Customer Experience and Airside operational requirements. - Establish and maintain professional relationships with field managers, procedure coordinators and many other departments. - Provide oversight in maintaining of AC Publications relevant to Baggage Services, Aircraft Services, De-Ice and In-Terminal Services. - Represent AC at IATA, STAR, SITA, A4A, A++ meetings and communicate AC's position to influence the development of airline industry standards that will align with Air Canada's corporate goals. - Review Safety initiatives, ensure adherence to Corporate and Government standards. - Ensure Safety, Security and Service standards are observed, monitored and practiced consistently. Work closely with the Airport Safety organization. - Compliance with standards of IOSA, SMS and other applicable authorities. Assure good and safe processes and procedures in the airport operations. Ensure that risks related to Safety are addressed, root cause identified and corrective measures implemented. - Develop and implement performance improvement strategies and procedures. - Participate in meetings, workshops, and conference calls as required. - Develop ad hoc contingency support procedures for extraordinary events. Specific areas of focus include managing and oversight of: - All airport processes relating to In-Terminal and Airside operations - All Safety and Security procedures - Oversee GFC process - Regulatory compliance - Maintain ACPedia content - Oversight of Special handling requests including WEAPs, PETC, AVIH, MEDA Managing of Joint ventures - Premium Products including MLL and BMW service procedures - All ticketing procedures such as fares, rebooking policies with OAL - All ramp operations procedures and equipment that is used - Maintaining of publications/manuals involving ramp operations, equipment and ATW system outage Additional functions (De-Icing only): - Manage Air Canada's Airports branch ground deicing programs and ensure that both internal and external service providers meet or exceed Air Canada standards while maintaining compliance with safety standards and environmental regulations - A4A and A4E board member and decision maker representing our needs in the U.S and EU - IATA committee member representing Air Canada - Sign off on all 3rd party procedures - Maintain close working relationship with Airport authorities across the system to ensure Air Canada's interests are preserved ie. De-icing locations, throughput - Responsible for overseeing De-icing on a global level to ensure airports are following SOP's as outlined in Pub 75 - Ensure all regulatory requirements are met and aligned with FOPS/FOM de-icing procedures - Ensure Safety, Security and Service standards are observed, monitored and practiced consistently including close partnership with the airport safety organization - Ensure station winter operations preparedness as set out in Publication 75 are met, as well as all regulatory requirements are addressed - Develop airport glycol mitigation plans on behalf of operating carriers and airport authorities globally - Design de-icing training programs, regulatory and non-regulatory, to support corporate goals and objectives - Conduct annual "Train the trainer" sessions for Air Canada stations as well as to 3rd party providers (Canada, USA, International) Safety Specific: - Ensure tha