Chef des Méthodes de gestion / Business Process Manager

Air Canada; Dorval; On-site; CAD 75,000 - 105,000; Full time

Job summary

Air Canada is seeking a Business Process Manager to join their Customer Success team. The ideal candidate will have extensive experience in Call Center operations and will focus on process optimization and the operationalization of regulatory initiatives impacting customer service. This role requires strong business acumen and stakeholder engagement abilities.

Qualifications

• 3 years of experience in Call Center/Customer Recovery environments.
• Advanced understanding of business process flows.
• Ability to work independently or as part of a team.

Responsibilities

• Champion process simplification to enhance customer service.
• Design, model, and document operational regulatory initiatives.
• Act as an ambassador of Business Process Management within the team.

Skills

Business acumen

Stakeholder engagement

Business Process Mapping

Critical thinking

Computer skills in MS Office Suite

Education

University Degree or equivalent

Job description

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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 Business Process Manager reports to the Manager Customer Success and is part of the Customer Success team and the Branch shared services group. A key contributor to the Branch shared services team and ambassador of Business Process Management and Change Management expertise within the Branch.

This position is responsible for championing process simplification or removal of complexity from existing processes to achieve optimal output or an elevated customer service. They will also work on designing, modelling, and documenting for the operationalization of regulatory (amendments/new) initiatives that directly affect the customer service/customer recovery programs across the multi-department, multi-location operational network that comprises the Contact Centres Branch.

Requirements:

• Well-developed business acumen and proven stakeholder consultative approach.
• 3 years of experience within a Call Center/Customer Recovery Operational environment.
• Strong computer skills in using the MS Office Suite (Word, Excel, Project, PowerPoint, Visio).
• Advanced understanding of robust Business Process Mapping/Flows.
• Highly self-motivated and able to work independently or as part of a team.
• A critical thinker who can challenge stakeholders on new approaches/ideas and bring an operational excellence perspective.
• Exposure/understanding of the enterprise systems deployed by Air Canada within the Call Centres/Customer Recovery or Baggage Claims.
• University Degree or equivalent.

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

Please refer to the Air Canada Careers page for full job details.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Management
• Industries
• Airlines and Aviation

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