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Specialist, Airports Operational Excellence
3 months ago
Job Summary
The Specialist, Airports Operational Excellence at Porter Airlines plays a critical role in driving continuous improvement and operational excellence within airport operations. This role demands a strategic thinker with a robust understanding of airport operations, process optimization, and customer service excellence. The Specialist will collaborate closely with various stakeholders to enhance operational efficiency, ensure compliance with safety regulations, and improve the overall passenger experience. Duties & Responsibilities Conduct comprehensive assessments of current airport operations to identify inefficiencies, bottlenecks, and areas for improvement. Use techniques such as value stream mapping, process flow analysis, and root cause analysis to diagnose operational issues. Develop innovative solutions and strategies to address identified inefficiencies and enhance operational processes. Design process workflows, standard operating procedures (SOPs), and best practices that align with industry standards and regulatory requirements. Lead the implementation of process improvement initiatives, ensuring minimal disruption to ongoing operations. Coordinate with relevant departments to integrate new processes seamlessly into daily operations. Utilize project management methodologies to ensure initiatives are completed on time and within budget. Establish monitoring systems to track the performance of new processes and identify any deviations from expected outcomes. Conduct regular reviews to ensure ongoing compliance with established standards and continuous improvement. Establish and track key performance indicators (KPIs) related to airport operations, such as safety performance, on-time performance, baggage handling efficiency, and customer satisfaction scores. Utilize advanced data analytics tools to gather and analyze operational data. Identify trends, root causes of operational issues, and potential risks. Develop actionable insights and recommendations based on data analysis to inform decision-making. Build and maintain strong relationships with internal departments (Flight Ops, SOCC, Call Center, etc) and external partners (e.g., Ground handlers, Partner airlines, etc). Coordinate with stakeholders to ensure seamless implementation of process improvements. Develop and update policies and procedures as needed. Lead and manage projects aimed at enhancing operational efficiency and service quality, from initial planning through to implementation and evaluation. 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. 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 Bachelor’s degree in aviation management, industrial engineering, operations management, or a related field. Minimum of 3 years of experience in airport operations, with a strong background in operational excellence and process improvement. Demonstrated success in leading process improvement initiatives and managing cross-functional projects. Strong analytical and problem-solving skills with a data-driven approach. Excellent communication and interpersonal skills to effectively collaborate with diverse stakeholders. Proficiency in data analysis tools and software, such as Excel, Tableau, or similar. Project management experience with a proven track record of delivering results on time and within budget. Ability to work effectively in a fast-paced, dynamic environment. Lean Six Sigma Green Belt certification or similar operational excellence certifications are highly desirable. Project Management Professional (PMP) certification is an asset. In-depth understanding of airport operations, safety regulations, and customer service principles. Familiarity with regulatory requirements and industry standards relevant to airport operations.