Manager, Customer Service - Toronto, Canada - Jazz Aviation LP

Jazz Aviation LP

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Manager, Customer Service - YYZ

Primary Location :
CA-ON-Toronto

Schedule :
Full-time

Job Type :
Permanent

Number of Openings : 1

Purpose of Position:

Organize, direct and manage airport activities at Toronto Pearson International Airport, and for multiple operators, relating to passenger service, baggage and cargo handling, aircraft/ramp procedures, fueling, de-icing, bridging, grooming.

Key Responsibilities:

Maintain company emergency/local airport emergency procedures and ensure employees remain current with said procedures.
Manage and ensure compliance with all safety and operational standard operating procedures
SOP
Plan staffing levels to meet schedule and capacity changes.
Monitor ground handling contractor performance and compliance with operating procedures and GSE maintenance. Provide direction and followup regarding correction of determined deficiencies
Manage any AC mainline activity and adhere to SOPs
Manage any 3rd Party contracts by appropriating manpower and resources in most costefficient manner
Manage and monitor station target and performance and followup with corrective action
Lead local OSH committees meetings, action, implementation, investigation EE injury and required follow up.
Understand, support, and communicate departmental/corporate direction in a timely manner.
Complete Investigations in the event of any incident and prepare Executive Summaries for Review
Manage frontline UNIFOR staff
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. This includes discipline up to termination.
Provide the necessary resources and tools for support staff to perform their duties
Demonstrate support and commitment to the diverse needs of staff
Act as 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 where required.
Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of coworkers and customers.
Other related duties as assigned.

Other duties may include

Develop a full understanding and manage all aspects of the Unifor Collective Agreement.
Establish and maintain a positive rapport with local and regional union representatives.
Participate in information gathering into the grievance process and participate at grievance hearing as required.
Provide support by attending union management meetings.
Manage expenses to approved plan.
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
Regulatory Responsibilities.
Review Payables invoices.
Manage and maintain business relationships with AC reps in each; Government/Community Relations, Scheduling, Marketing, Cargo.
Manage and maintain business relationships with AA, Canada and US Customs and Immigration, TC, TSA and CATSA.
Represent Jazz and AC at ACC and other working group meetings
Manage business relationships with contractors and vendors

Qualifications:

10 years work experience including at least 5 years industry related and experience in a unionized environment.
Degree/Diploma in Business Management is an asset.
Supervisory and/or management experience, in an airport environment.
Labour Relations experience.
Proven leadership skills.
Strong communication skills.
Computer knowledge required.
Previous airport customer service experience an asset.

Jazz recognizes that the best talent includes people of all backgrounds, abilities and points of view.

To be a leader in our industry, Jazz celebrates diversity and values the uniqueness that each individual has to offer.

We empower our people to foster an internal culture of inclusion, creating safe workspaces where everyone can be their authentic self.

Meeting the needs of our diverse passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.

Requisition ID :

YYZ