QUALIFICATIONS

• Significant experience leading a large unionized front line workforce, including Labour Relations familiarity (unions) in a customer-orientated and fast paced operational environment.
• Demonstrated ability to develop and implement on-time action plans that achieve objectives
• Experience in leading, motivating and coaching a management team to success
• Focused on continuous improvement, must be a creative and innovative thinker
• Excellent interpersonal, conflict resolution, and communication skills (written and verbal)
• Strong organizational skills and ability to create and achieve a vision
• Ability to meet deadlines, work under pressure and achieve multiple objectives
• Labour relations knowledge and practical application
• Highly adaptable and flexible to support a 24/7 operation
• University degree an asset
• Airline experience an asset
• Obtain and maintain flight attendant qualifications
• Willingness and ability to travel

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

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

RESPONSIBILITIES:

• Maintain good relationships and liaison with other departments and external agencies such as Air Canada Airports, Air Canada Maintenance, Air Canada Catering, YYC Airport Authority.
• Represent the various functional interests for In-Flight Service at varied scheduled meetings and meetings which involve new products and services.
• Active participation and provisions of technical support on internal and external quality issues on assigned products.
• Responsible for working with the Cabin Crew Managers to ensure that they are supported from an operational perspective to support front line staff and ensure compliance to the Official Languages Act.
• Accountable to manage, track and trend delays and work with IFS STOC to minimize delays.
• Responsible for generating reports for the General Manager, IFS Operations and Senior Director IFS Operations Excellence.
• Provide leadership and direction the Cabin Crew Managers.
• Accountable for the development of new/modified business processes aimed at revenue maximization.
• Identify critical processes requiring enhancements, which require approval from appropriate stakeholders and work to gain approval for changes.
• Communicate business operational requirements, policies and directives, and general information to the team.
• Ensure process instructions are complete, maintained, updated and available for the operation.
• Ensure that operations are in accordance with government regulations, environmental and health and safety standards.
• Monitor incident tracking to ensure that incidents are followed up in a timely fashion
• Develop and maintain project plans for assigned projects.
• Manage the operational performance for the YYC base
• Represent the daily operational interests of the In-Flight Service team at the station meetings and maintain an ongoing relationship
• Monitor local commissary and catering provisioning issues and liaise with station commissary and catering manager for resolution
• Administer the distribution of the IFS Emergency Cellular phone and is the on call manager in rotation.
• Manage and coordinate all efforts for the YYC IFS base during irregular operations to ensure minimum disruptions to customers.
• Manage and communicate the monthly SOC Operational Targets to the base operations team and communicate performance and objectives to meet and exceed targets.
• Responsible for the YYC Operations Team work schedule to ensure required coverage for IFS Gate Support for the first flight out and the last flight in.
• Responsible to handle all safety reports involving IFS Cabin Crew and prepare the executive summaries specific to these events.
• Responsible to manage and activate the SOS checklist when crew are injured or in distress away from the base and to report the status to the Senior Director, IFS Operations Excellence.
• Perform other work related tasks as assigned
• Responsible for cabin crew performance and adherence to corporate policies, procedures and regulatory requirements. Ensure required follow-up on deficiencies.
• Promote and coach onboard service excellence.
• Ensure that the Corporate Absenteeism Management System (CAMS) is in practice and adhered to.
• Identify and track administrative process deficiencies for resolution with other branches/departments as well as establish new base processes as they relate to the management of cabin crew performance.
• Ensure compliance with the Official Languages Policy and required testing of employees in both official and route languages.
• Foster strong working relationship with CUPE, focused on results, including the Level I grievance process.
• Responsible to track, monitor and communicate all base follow-ups in accordance with branch standards.
• Manage cabin crew performance issues related to on-board sales procedures.
• Coach and develop direct reports i.e. Performance Management and Labour Relations issues.
• Support and foster harmonious relationships within the IFS branch and with other departments across the Air Canada network.

SAFETY AND REGULATORY RESPONSIBILITIES:

• Maintain safety as first topic day to day (production and administration)
• Assume any responsibilities delegated by the direct reporting Manager
• Keep abreast of corporate initiatives and communications
• Establish and maintain business processes and procedures for the position
• Follow Risk Assessment Management for changes or introduction of equipment, processes and procedures and when conducting all investigations
• Follow document retention guidelines