Job Description

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.

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

All applications used by airports employees in relation to Airside OPS

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 that risks related to Safety and Security are addressed, root cause identified, and corrective measures implemented. Supports Airport managers and frontline staff within their regions to ensure that Safety, Security and Service standards are observed, monitored and practiced consistently by conducting on-going self-audits. Where self-audit or regulatory audit activities have revealed vulnerabilities, ensure identification of root cause, implementation of corrective measures to address them, as well as a means to verify effectiveness.

Is responsible for the safety of operations within their region. Oversees and supports the implementation and audit of Air Canada SOPs (Standard Operating Procedures), as well as the regular follow up meetings with Stakeholders internally, and externally, by airport managers

Ensures compliance with standards of IOSA, SMS and other applicable authorities.

Responsible for supporting Management and Ground Handlers for safety, security, and customer service activities within responsible region.

Anticipates and identifies safety, security, service, and operational problems, and resolves them with the branch safety team while maintaining the focus on safety.

Qualifications

Strong knowledge of Air Canada products, policies and procedures

Strong knowledge of systems and applications applicable to airport operations

Must be a self-starter and able to identify and action areas for improvements.

Provide strong leadership and direction in Airports initiatives along with leading a team of managers

Ability to create product briefs and briefing documents for Airports

Project management skills an asset

Background in Customer Service, Baggage and Ramp operations with strong experience in Airport functions.

Excellent communication skills, both written and verbal

Advance knowledge of Office 365

Ability to meet deadlines and work under pressure.

Highly flexible and adaptable

Ability to work independently

Must be able to travel frequently

Excellent Interpersonal skills

De-ice program as applicable

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.

Mandatory Covid-19 Vaccination Required

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.