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.
The Partner - International & US Operations Performance is a highly versatile role which will be responsible to design the employee engagement strategy as well as adherence to our Customer Experience and Operations standards at all airports served by Air Canada, Air Canada Rouge and Air Canada Express internationally and in the USA. The incumbent is responsible for ensuring an employee-centric approach to International and US operations, while fostering effective relationships within the organization and with Ground Handling partners.
The Partner - International & US Operations Performance will also support discussions with key airport authorities outside of Canada to ensure Air Canada’s interests are represented in collaborative forums, and that joint initiatives to help improve the employee and customer experience are identified and delivered against.
In addition, the partner will lead and coordinate station start-ups and significant seasonal schedule changes with operational impact, ensuring readiness at all airports Internationally and within the United States in support of our global expansion strategy.
Responsibilities:
- Working in close collaboration with internal partners, design a sustainable employee engagement strategy for all employees representing Air Canada at International and US airports
- Identify best practices, especially within the operating environments of the United States, Germany and Jamaica, and design specific action plans for 14 such airports with dedicated Customer Experience Specialists
- Drive the Air Canada employee sentiment at International and USA airports through continuous engagement and improvement
- Collaborate with internal and external stakeholders on the implementation of engagement strategies
- Ensure alignment to and with all corporate employee engagement strategies
- Manage compliance to our established service level standards with ground handlers at all airports outside of Canada
- Ensure all financial obligations of Service Level Agreements (SLAs) globally are enforced
- Oversee and ensure the timely collection of SLA related payments from all ground handlers Internationally and from the USA, collaborating closely with internal stakeholders and external partner as required
- Identify trends and opportunities for improvements based on compliance data and feedback from ground handlers and Air Canada station management
- Own and manage internal audit programs
- Develop new audit methodologies and feedback mechanisms in support of a data-driven performance management approach
- Support preparation of materials used for Business Reviews with our Ground Handling partners, internally and externally
- Lead business review discussions with Ground Handlers on items related to performance and any associated improvement plans
- Serve as central point of contact within International and US Operations in providing support to senior leadership engagement with key airport authorities outside of Canada
- Prepare presentations, discussion materials, and resulting action plans related to meetings with global Airport Authorities
- Collaborate with internal and external stakeholders to ensure collective action plans regarding Airport Authorities requirements are implemented and delivered on against agreed-upon timelines
- Lead the coordination of new station start-ups across international and US airports, ensuring successful launch and operational performance through effective collaboration with internal and external stakeholders
- Act as central point of contact for Network Planning in ensuring operational readiness for any new airport served outside of Canada
- Ensure seasonal schedule adjustments are captured and airports outside of Canada are operationally ready to support
- Support the branch, as needed, during any significant disruptions and recovery efforts, including on-site visits
- Coach 3rd party representatives on the International Operations service vision and service level standards
- Support ad-hoc initiatives with the aim of driving employee engagement, enhanced customer experience and better operational performance
- Ensure that iSMS Core elements and Occupational Health and Safety requirements (including Safety and Quality Assurance and Audit programs) are developed, maintained and are effective throughout the International stations
- Promote internal collaboration by engaging with stakeholders across operations and commercial teams on issues affecting International and US operations
Qualifications
- Bachelor’s degree in business administration an asset
- 10 years relevant experience with a minimum of 5 years in airline or hospitality business
- Significant achievements in operational improvement
- Strong Airport Operations experience
- Experience in managing and leading a team
- Proven superior interpersonal skills and leadership capabilities
- Strong analytical capabilities and able to quick decision-making with a certain level of ambiguity (risk management)
- Result focused, entrepreneurial, adaptable and action oriented
- Strong knowledge of MS Word, Excel and PowerPoint
- Demonstrated ability to develop and implement action plans that achieve objectives
- Experience and track record leading, motivating and coaching a management team to success
- Focused on continuous improvement, must be creative and an innovative thinker
- Excellent verbal and written communication skills
- Excellent presentation skills
- Strong leadership and negotiation skills
- Excellent problem-solving skills
- Strong commitment to teamwork
- Must demonstrate solid/strong operational background
- Highly flexible and adaptable to support 24/7 operation
- Recognize ability to work under pressure and handle stressful situations
- Ability to work flexible hours, supporting a global operation
- Must be available to travel outside of Canada, as needed, including on short notice, without restrictions
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
Bilingual (English and French)
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.
