Manager Operations, In-Terminal

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.

Scope of Position

• Streamline/Harmonize the connection process to increase traffic and revenue potential.
• Develop, Design, Implement and Execute the Passenger and Baggage connection operation as a seamless, customer positive experience.
• Identify, develop and measure key drivers/indicators/metrics and reporting to manage high performance service levels.
• Establish accurate performance benchmarks to base improvements on, as well as key measures to track performance improvements.
• Establish and maintain positive beneficial relationships with all governmental agencies and bureaus as well as the airport authority.
• Anticipate, identify and resolve service and operational problems, with a results oriented approach to Safety, Security and Performance
• Assure the leadership of the operations of the respective region, compliance with standards of IOSA, SMS and other applicable authorities.
• Establish beneficial relationships within Air Canada to enhance the connection experience for above and below the wing.
• Responsible for day-to-day operations and safety compliance of Jazz stations, ground handlers and other external suppliers under responsibility.
• Work in a strong partnership with the Airport Safety Organization.

Safety First:

• Responsible for the day-to-day management of operations at the respective station. Work as per SMS and other applicable authorities including a strong partnership with airport safety.
• Ensure Safety, Security and Service standards are observed, monitored and practiced consistently including the application of the Emergency Response and Environmental Plans.
• Compliance with standards of IOSA, SMS and other applicable authorities. Assure the good management of the airport operation.
• Responsible to apply safety in day-to-day operations. Conduct self-audits on regular basis. Where audit activities have revealed vulnerabilities, ensure identification of root cause and implementation of corrective measures to address root cause.
• Allocate airport operations material, human & financial resources and policies for Air Canada to ensure safety and security of operations.

Responsibilities:

• BMS implementation and ongoing development. BMS technology can provide many insights and management information to connection process.
• Reduce the number of Passengers arriving without Baggage at destinations.
• Manage relationships with up-line and down line stations within the Air Canada network to improve the connection experience system wide.
• Seek opportunities for Cost control to mitigate ongoing operational expenditures to meet budgetary constraints and ensure added value or benefit when allocating funds for new initiatives.
• Create and communicate requirements and performance standards for up-line points of origin and service standards for effective connections.
• Develop relationships with corporate scheduling to highlight connection times to improve operations. Mitigate connection associated delays –OTP (On-Time Performance).
• Provide consistent factual feedback to ensure scheduling Minimum Connection Times (MCT's) are accurate and appropriate (achievable and Customer friendly) for all flights.
• Develop and communicate In-flight Service announcements and information that is provided to connection customers which is effective and current. Work with IFS to provide a seamless customer experience.
• Ensure overflow, off gate, irregular Operations and all other operational connection plans are developed communicated and managed effectively.
• Ensure 'Red Alert' or 'Lightning Storm' connection recovery plan is developed, communicated and managed effectively.
• Manage relationships with Canada Border Services, US Customs and Immigration and any and all external services which impact the airport connection experience.
• Develop and implement Station communication/bulletins to ensure Front Line Management and Direct employees are aware of connection context and specific technical requirements.
• Schedule ongoing employee communication sessions.

Qualifications

• Preferred University degree in management or human relations
• Strong analytical, organizational and planning skills with an aptitude for precision.
• Excellent interpersonal skills.
• Ability to work well under pressure, and without supervision.
• Sound knowledge of Airport Ramp & Sales operation
• Demonstrated planning & organizational skills
• Sound decision making skills
• Ability to establish work priorities and perform under deadline pressures
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Conditions of Employment:

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees' unique contributions to our company's success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.