New Posting - Flair Airlines

Manager, Training & Standards, Airport Ops & Customer Service
Flair Airlines Ltd. - Edmonton, AB

Flair Airlines is a Canadian airline headquartered in Edmonton, AB with bases in British Columbia, Alberta, Manitoba, and Ontario. Our company operates scheduled domestic passenger services and charters in Canada, USA, and internationally. We are currently seeking a full-time Manager of Training and Standards, Airport Operations and Customer Service for our office in Edmonton, AB. Position Overview: As delegated by the Head of Airports & Customer Service and the Chief Commercial Officer (CCO) the Manager of Training and Standards, is responsible for the overall training for employees working in the following departments: Above-the-wing (ATW) and below-the-wing (BTW) airport operations, Call Centre and Customer Support, Airport Passenger Control Centre (APC), Customer Service Call Centre, and Baggage Services. The manager of Training and Standards, Airport Operations and Customer Service is the subject matter expert on all Airport Operations and Customer Service related topics and works in a fast-paced ever changing operational environment while maintaining costs and driving revenue. The incumbent will be required to travel on occasion to meet operational needs. The position will require prolonged periods of sitting and using office equipment and computers. Long periods of intense concentration may be required. Position may require moving from a sitting to standing position, bending, stooping, reaching, twisting, grasping, and lifting 5 to 20 lbs. Primary Responsibilities: Development and the implementation of training policies, procedures, and customer service soft-skills to the various work groups within Airport Operations and Customer Service. Airports (ATW) Call Centre CSAs BWT Ramp Services Continued management and improvement of the Ground Operations Manual to oversee the continued development, improvement, and implementation of the policies and procedures within the GOM. Liaise with In-flight training Department, Customer Service Soft-Skills and On-board Sales Training – Working with the In-Flight Training department, the development and implementation of Customer Service soft-skills training and on-board sales will be a focus-function of the Manager of Training and Standards. Develop an audit system for Airport Operations that encompasses brand initiatives, verifies processes and procedures, and ensures bases are compliant with all policies and procedures. The implementation of this program will require site visits to all locations throughout the Flair network. Participate in Strategic planning with other Department Heads Work with CTA, TC and other regulatory organizations to ensure ongoing compliance Assist where needed as required by management. Knowledge, Skills & Abilities Required: Post-secondary diploma in a related field or equivalent combination of education and experience; Must demonstrate thorough knowledge of Training and Standards in Airport Operations Previous experience in an equivalent aviation operational and/or aviation training role; Demonstrated ability in the use of the Microsoft Office Suite (Word, Excel, Publisher, Outlook, and PowerPoint), and demonstrated ability to learn and implement new programs and software; Clear criminal record check; Must have thorough knowledge of the Canadian Aviation Regulations and Standards (CARS); Ability to work in a high-stress, ever-changing work environment while managing multiple projects and prioritizing tasks and assignments; Strong verbal and written communication skills Strong strategic drive Ability to solve problems Strong Analytical skills Level-headedness, calmness and the ability to think and respond appropriately in difficult situations The ability to motivate and the capacity for team work Demonstrated high degree of interpersonal skill and ability; Demonstrated effective verbal and written communication skills; Excellent organizational skills and a high level of attention to detail and accuracy; High degree of ability to maintain confidentiality and exercise discretion; Project management certification or equivalent experience is considered an asset. How to Apply: Interested applicants should apply online directly to the posting no later than 23:59 EST on July 17, 2018. Applications should clearly demonstrate how your skills meet the requirements of the position. Further information about the Company can be found at www.flairairlines.com. We wish to thank everyone who applies, however due to the number of applications received only those shortlisted will be contacted. No phone calls please. Flair Airlines offers a competitive compensation package including medical and dental benefits, short and long-term disability, life insurance, dependent life insurance, employee & family assistance program, a defined contribution pension plan (matched contributions), and a staff travel program.