Area Manager, Customer Service - Victoria, Canada - Jazz Aviation LP

Jazz Aviation LP

Verified Company

Victoria, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Area Manager, Customer Service

Primary Location :
CA-BC-Victoria

Schedule :
Full-time

Job Type :
Permanent

Shift :
Days

Number of Openings : 1

Purpose of Position:

To consistently deliver safe, quality regional airline services while focusing on our customers, our employees, operational performance and cost efficiency.

Key Activities:
(Includes but is not limited to)

SAFETY AND OPERATIONAL PERFORMANCE:

Organize, direct and manage airport operational activities at multiple airports relating to passenger, baggage and cargo handling.
Maintain company emergency procedures/local airport emergency procedures and ensure employees remain current with said procedures.
Ensure regular ramp inspections/audits are completed to monitor ground handling contractor performance and compliance with procedures. Provide direction and followup regarding correction of determined deficiencies.
Monitor station delays/OTP/ daily and followup with corrective action.
Analyze corporate daily/weekly PAWOB reports and develop corrective action plans where required.
Review and provide recommendations for station schedule changes and participate in internal unstacking meetings to provide constructive feedback.
Understand, support and communicate departmental/corporate direction in a timely manner.
Perform duties in accordance with established policies and procedures while giving primary consideration to employee safety, personal safety, and the safety of contractors and customers.
Other related duties as assigned.

LEADERSHIP & HUMAN RESOURCES:

Manage frontline UNIFOR staff at multiple locations.
Create an open, honest and supportive work environment.
Identify employees' needs/requirements for product knowledge and ensure relevant information is available.
Encourage ongoing teamwork in meetings, open dialogue, team challenges and informal collective experiences.
Coach and provide direction to employees to ensure consistent quality completion of responsibilities. Address individual performance issues as they arise following standard Jazz performance management practices.
Provide the necessary resources and tools for support staff to perform their duties.
Demonstrate support and commitment to the diverse needs of staff.
Management liaison between Flight operations, Inflight Service and Aircraft Maintenance at Station to facilitate a cohesive operation.
Establish clear and agreedupon accountabilities with direct reports and provide annual performance reviews.
Develop a full understanding and manage all aspects of the UNIFOR Collective Agreement.
Participate in information gathering into the grievance process and participate at grievance hearing as required.
Formal and informal presentations will be required.
Provide support by attending union management meetings.
Other related duties as assigned.

FINANCIAL PERFORMANCE:

Develop detailed annual station business plan/budget and manage expenses to approved plan. Prepare monthly expense variance reports.
Plan and manage manpower plan in support of budget and customer service requirements
Make recommendations and develop cost/benefit analysis as required, for new purchases/projects.
Ensure financial self audits are completed and submitted in a timely fashion.
Maintenance of Station property and facilities, renovations, equipment procurement & repair.
Coordinate with Properties and Facilities on airport user fee changes and airport facility issues.
Ensure airport complies with security and safety regulations and procedures.
Review Transport Canada Security audits of local screening procedures and direct correction of any reported deficiencies.
Other related duties as assigned.

ADMINISTRATIVE & MARKET INTELLIGENCE:

Monitor local competitor activity and provide feedback to Marketing on any fare/schedule changes.
Provide feedback to Marketing regarding local fares and seat sale promotions to ensure competitiveness.
Review passenger load activity (oversales/spoilage) and recommend corrective action plans in conjunction with Yield Management and SOC as required.
Monitor and maintain all necessary reports and administer necessary followup.
Develop and maintain relationship with local airport authorities.
Other related duties as assigned.

Qualifications:

Must be fully vaccinated with a Canadian government approved vaccine against COVID 19 prior to start date
7 years supervisory and/or management experience.
Proven leadership skills.
Previous Airline Customer Service experience.
Is comfortable with creation of employee work schedules and managing of all issues related.
A valid driver's license is required.
Must be able to obtain an airside vehicle operator's permit.
Must be able to obtain restricted airside security access.
Strong working knowledge of Microsoft Excel, Word and Power Point.
Strong written and oral communication skills.
Availability