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9 days ago
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Manager, Operations Customer Service - Vancouver


Air Canada
Location: Vancouver, Canada
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
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Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

The Manager Operations, Customer Services has overall responsibility for the effective and timely management of the customer services team. The incumbent will also ensure that the operational safety and customer service targets for the Airport are met in a safe and cost effective manner.

* Plans, organizes and manages all activities related to customer services functions and the operations
* Anticipates, identifies and resolves service and operational problems.
* Effectively liaise multi-level directional communications with key internal and external interfaces on an ongoing basis to meet service and operational requirements and, ensure total product delivery.
* Communicates with staff on a regular basis to keep them up-to-date and knowledgeable of new products, performance (service and operational) issues and branch objectives.
* Manages processes to encourage and obtain ongoing feedback from employees to identify concerns.
* Provides leadership to managers and employees to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
* Participate in the development and enhancement of corporate and station initiatives.
* Guide, counsel, develop and motivate his team.
* Develops & leads the Station Safety Plan for passenger services and baggage services and ensures consistent adherence to plan.
* Responsible for managing the budget and ensuring Revenue targets are achieved.
* Analyze trends and statistics for performance efficiencies and effectiveness.
* Drive accountability for revenue enhancement and cost containment.
* Support, recognize and acknowledge employees and team of employees who consistently delivery services excellence
* Promote and manage a corporate culture of accountability and ownership.
* Support succession planning and management development.

Qualifications

* Excellent communications skills
* Recognized role model for leadership excellence.
* Excellent negotiating and problem solving skills
* Solid operational background
* Understanding of AC operational standards, schedule and systems (AC OPS, AC RES, ARMS, E-Mail, Netline, Wablink, Polaris)
* Airline industry knowledge and Airport operational experience
* Knowledge of Air Canada grooming standards
* Customer Service experience
* Team Player
* Flexibility to adapt to constant changing environment
* Good conflict resolution skills
* Experience in working in a unionized environment
* Ability to work long and irregular hours

LINGUISTIC REQUIREMENTS

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

At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

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

Job
: Operations
Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

The Manager Operations, Customer Services has overall responsibility for the effective and timely management of the customer services team. The incumbent will also ensure that the operational safety and customer service targets for the Airport are met in a safe and cost effective manner.

* Plans, organizes and manages all activities related to customer services functions and the operations
* Anticipates, identifies and resolves service and operational problems.
* Effectively liaise multi-level directional communications with key internal and external interfaces on an ongoing basis to meet service and operational requirements and, ensure total product delivery.
* Communicates with staff on a regular basis to keep them up-to-date and knowledgeable of new products, performance (service and operational) issues and branch objectives.
* Manages processes to encourage and obtain ongoing feedback from employees to identify concerns.
* Provides leadership to managers and employees to ensure the implementation, maintenance and improvement of procedures and processes to achieve or exceed customer service level and perform standards.
* Participate in the development and enhancement of corporate and station initiatives.
* Guide, counsel, develop and motivate his team.
* Develops & leads the Station Safety Plan for passenger services and baggage services and ensures consistent adherence to plan.
* Responsible for managing the budget and ensuring Revenue targets are achieved.
* Analyze trends and statistics for performance efficiencies and effectiveness.
* Drive accountability for revenue enhancement and cost containment.
* Support, recognize and acknowledge employees and team of employees who consistently delivery services excellence
* Promote and manage a corporate culture of accountability and ownership.
* Support succession planning and management development.

Qualifications

* Excellent communications skills
* Recognized role model for leadership excellence.
* Excellent negotiating and problem solving skills
* Solid operational background
* Understanding of AC operational standards, schedule and systems (AC OPS, AC RES, ARMS, E-Mail, Netline, Wablink, Polaris)
* Airline industry knowledge and Airport operational experience
* Knowledge of Air Canada grooming standards
* Customer Service experience
* Team Player
* Flexibility to adapt to constant changing environment
* Good conflict resolution skills
* Experience in working in a unionized environment
* Ability to work long and irregular hours

LINGUISTIC REQUIREMENTS

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

At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

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

Job
: Operations
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