Operations Manager - In-Terminal - In Anticipation

Air Canada; Vancouver; On-site; CAD 90,000 - 120,000; Full time

Job summary

Air Canada is seeking an Operations Manager - In-Terminal to lead safe, efficient day-of operations across gates, check-in counters, and security checkpoints. You will ensure the unionized team delivers exceptional service aligned with Air Canada’s glowing-hearted hospitality and brand standards.

You will drive safety culture, oversee SOP adherence, coach staff, and manage performance, while coordinating with other departments to resolve disruptions and maintain OTP in a high-demand terminal

Qualifications

• Leadership experience in airport operations or similar environment.
• Strong customer service orientation and communication skills.
• Ability to work in a 24-hour airport operation including shifts.

Responsibilities

• Lead complex daily airport operations with care and class in assigned area, including check-in counters, gates, and security checkpoints, ensuring smooth and efficient functioning.
• Ensure unionized team members are attending to their tasks within their designated areas.
• Ensure adherence to daily safety protocols and SOPs, promoting a safety-first culture.
• Represent the Air Canada brand and company vision for customer service excellence, reflecting glowing-hearted hospitality and national pride.
• Collaboratively lead and supervise a unionized workforce, encouraging accountability under collective agreements.
• Provide coaching and disciplinary measures as needed to address underperformance.
• Conduct audits to ensure adherence to safety, SOPs, and service standards; identify root causes and implement corrective actions.
• Monitor On-Time Performance and address delays while upholding safety culture.
• Coordinate ad-hoc daily activities with Station Handling Agent during irregular operations.
• Demonstrate punctuality and dependability to support team success in a fast-paced environment.

Skills

Leadership

Customer Service

Communication

Problem Solving

Adaptability

Team Management

Safety Compliance

Decision Making

Time Management

Education

Post-secondary diploma

Tools

MS Office

Job 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.

As an Operations Manager - In-Terminal, you will play an important leadership role in our ambition to become a top ten global airline, by leading safe and efficient day-of operations. Your priority will be to ensure the airline safely delivers on and exceeds our customers’ expectations of their Air Canada experience in the various in-terminal areas, such as gates and check-in counters.

You will be responsible for creating a safe, positive, and accountable environment where your leadership empowers our unionized team members to excel. Through empathetic leadership and a focus on developing and trusting your team, you will enable them to exceed customer expectations and uphold our glowing-hearted hospitality.

Responsibilities

• Accountable to lead complex daily Airport operations with care and class in assigned area, including check-in counters, gates, and security checkpoints, ensuring smooth and efficient functioning;
• Ensure unionized team members are attending to their tasks within their designated areas;
• Ensure adherence to daily safety protocols and Standard Operating Procedures “SOPs”, promoting a “safety first, always” culture;
• Represent the Air Canada brand and company vision for customer service excellence, reflecting our commitment to glowing-hearted hospitality and representing our country with pride;
• Collaboratively lead and supervise a unionized workforce, encouraging employees to be accountable for their actions while adhering to Collective agreements;
• Play an influential role in nurturing a sense of ownership across the workforce, empowering employees to use their judgement and experience to “do the right thing” when necessary;
• Engage in regular feedback sessions with team members to enhance team collaboration and foster a “win as one” mindset;
• Collaborate with other operational managers to mitigate performance issues, including identifying developmental needs and managing underperformance through coaching, counseling, and disciplinary measures;
• Conduct audits to ensure consistent adherence to safety, SOPs, and service standards, identifying root causes of vulnerabilities and implementing effective corrective measures;
• Support and enhance the safety culture by promoting safety in all operations, encouraging proactive reporting, and promptly managing incidents through the corporate Safety Management System reports housed in the Aviation Quality Database;
• Monitor and ensure On-Time Performance “OTP” by overseeing operational processes and procedures, and collaborating with team members to address and resolve delays or issues, while upholding our safety-first culture;
• Address and resolve operational disruptions, emergencies, and customer concerns promptly;
• Step in to manage and de-escalate situations when issues with passengers arise, ensuring a positive resolution while maintaining Air Canada’s policies and safety standards;
• Treat passengers with care and class, providing exceptional customer service that aligns with Air Canada’s commitment to glowing-hearted hospitality;
• Ensure a high quality and safe level of customer service, especially in case of irregular operations (delays, cancellations, denied boarding cases, etc.) adhering to any applicable country Law(s), Canadian Law and internal policies and procedures;
• Conduct investigations at the scene of an incident, ensuring thorough, timely, and accurate reporting;
• Coordinate ad-hoc daily activities with local Station Handling Agent when needed, especially during irregular operations;
• Monitor and optimize results and implement corrective actions involving all relevant stakeholders where required;
• Cooperate with other departments and suppliers on an ongoing basis to meet service and operational requirements;
• Assess correctly passengers based on situational circumstances and SOPs (disruptive passengers, medical situations, etc.);
• Frequently stand and walk long distances within the terminal;
• Adapt to new concepts, technology and processes as the industry evolves, embracing change and leading by example;
• Participate in emergency response trainings;
• Communicate in a fast-paced environment through internal chats, phone, radio, and e-mails;
• Responsible for briefing and implementing new SOPs with the unionized team members;
• Responsible to stay current with all annual recurrent trainings;
• Be prepared to work in different areas of the airport as required, demonstrating flexibility and adaptability to meet changing operational needs.

Qualifications

• Possess at least a post-secondary diploma or the equivalent operation experience;
• Possess at least two (2) years in a leadership role or the equivalent operation experience;
• Strong leadership and team management skills, with the ability to inspire, coach and empower employees;
• Managerial Courage to make difficult decisions to ensure operational integrity, safety, and On-Time Performance “OTP”;
• Excellent communication skills, both verbal and written, to effectively interact with team members, customers and other stakeholders;
• Strong interpersonal skills (organizational, team-oriented & focused);
• Independent time management skills;
• Customer service orientation, with a commitment to delivering high-quality service;
• Ability to work in a 24-hour airport operation, including shift work, weekends, and holidays;
• Ability to successfully obtain and maintain a Restricted Area Identity Card “RAIC”;
• Exhibit dynamic situational responsiveness, efficiently adapting to unpredictable changes in tasks throughout the day in a fast-paced environment;
• Problem-solving and decision-making abilities, especially in high-pressure situations;
• Ability to walk long distances frequently;
• Ability to adapt to new technology and to share that knowledge;
• Strong understanding of airport operations and airside operations, an asset;
• Experience working with unionized workforces and understanding of collective agreements, an asset;
• Knowledge of safety protocols and Standard Operating Procedures “SOPs”, an asset;
• Proficiency in MS Office Suite and familiarity with various aviation systems and programs, an asset.
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Conditions Of Employment

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

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.