New Posting - Jazz

Area Manager, Customer Service, Vancouver
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 follow-up regarding correction of determined deficiencies.

• Monitor station delays/OTP/ daily and follow-up 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, 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, In-flight Service and Aircraft Maintenance at Station to facilitate a cohesive operation.

• Establish clear and agreed-upon 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.

• 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.

• Co-ordinate 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 follow-up.

• Develop and maintain relationship with local airport authorities.

• Other related duties as assigned.

• 10 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 drivers licence is required.

• Must be able to obtain an airside vehicle operator's permit.

• Must be able to obtain restricted airside security access.

• Strong communication skills.

• Working knowledge of Microsoft Excel and Word.

Requisition ID
: YVR-2015-5230-006186: 1: Full-time: CA-BC-Vancouver

For further information, or to apply, please click here