Lead Service Excellence Manager - Dorval, Canada - Air Canada

Air Canada

Verified Company

Dorval, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

Reporting to the Director, Service Delivery Optimization, the Lead Service Excellence Manager will lead our branch reward and recognition activities and incentive programs across our worldwide Customer Contact Centres network.

This manager will be responsible to lead the branch in developing and documenting desired Business Outcomes and will oversee the Maple Leaf Club paid membership program.

This is a temporary 12-month contract from July July 2025.

Responsibilities:

Service Excellence Programs

Provide functional direction over one direct report, a Service Excellence Manager.
Lead our Reward and Recognition activities that are deployed across our global footprint to all operating sites and 3rd party BPOs.
Develop and implement incentive programs and events across the branch and realign our plan based on results.
Act as the liaison with our HR colleagues to ensure we are aligned on corporately organized recognition and incentive campaigns.
Manage the onboarding program for all new unionized frontline employees within the branch.
Provide functional direction to new unionized frontline employees within the new hire training footprint.
Collaborate with our HR colleagues to design, organize and launch training programs for frontline employees and leaders.
Champion enhancements and initiatives that improve the Employee Experience.
Oversee the results of our Service Excellence programs and realign our plan based on results.
Manage the branch Rewards and Recognition budget (+400K annually in 2023).
Develop, launch and lead incentive programs tied to both Sales and Service initiatives.
Understand the employee pulse and act on feedback received to enhance our Service Excellence initiatives.
Foster innovation, teamwork and positive change across our worldwide network at all levels.

Business Outcomes

Lead the branch in documenting desired key business outcomes for backend systems as they relate to Harmony and CR 202
Develop, maintain and promote a resource library to house operational processes for backend systems.
Act as the key liaison with the Business Unit leader with the IT Business Lead (PO) as it relates to maintaining business outcome documentation.
Conduct regular reviews with our managers to ensure that the backend product is meeting needs and remains aligned with our operational strategy.

Maple Leaf Club

Oversee the resolution of Maple Leaf Club product issues and enquiries (new members enrolling, lost cards, delayed cards, complaints, etc.)
Act as the single point of contact between the business and internal stakeholders (Corporate Sales, Agency Sales, Government, Marketing, HR) as it relates to the program.

Qualifications

6+ years of experience in program development and implementation.
6+ years proven experience in delivering service excellence.
Demonstrated understanding of employee engagement best practices.
Track record of influencing positive change.
Demonstrated ability to deliver on large scale initiatives against high standards and under tight deadlines.
Strong entrepreneurial spirit.
Strong abilities in Excel, Word, SharePoint and PowerPoint.
Strong presentation skills.
Able to handle confidential and sensitive information with discretion.
Able to travel, including internationally (up to 20%).
Project management experience an asset.
Experience with PowerBi an asset.
Contact Centre experience (unionized environment) an asset.

Bilingual

French and English required.

Conditions of Employment:

Linguistic Requirements

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.