Customer Service Training Operations Supervisor - International And Airside Operations

Air Canada Customer Service Training Team Position

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.

The Customer Service Training Team is looking for a dynamic, proactive and motivated individual, who will use excellent communication and organizational skills to develop and deliver aircraft services programs (Airside Operation). The scope also includes managing train-the-trainer sessions and station start-up activities. Participation to station quality audits is also required. This position reports directly to the Manager, International Operations Training, Quality & Compliance. The position requires 70 – 80 percent traveling.

Responsibilities

• Manage, develop, deliver and maintain cost effective aircraft services (ramp & baggage) training to Air Canada employees, as well as Ground Handling employees within the International Branch.
• Establish communication channels with the operational managers and the contracted Ground Handlers.
• Ensure compliance with standards of IOSA, SMS and other applicable authorities.
• Manage all pertinent Below the Wing training activities for the Branch.
• Provide training for seasonal and start up stations for the ramp safety and procedures, operations and systems.
• Coordinate annual or recurrent training modules that are designed to forecast optimal training delivery.
• Monitor and evaluate Corporate procedures on an ongoing basis to determine applicability and ensure their relevance prior to implementation.
• Communicate training delivery feedback on successes, failures, suggestions and suggest improvement or change where applicable
• Ensure programs are delivered in accordance with Transport Canada Regulations, Air Canada Corporate Standards, Airports (International and North America) and Commercial for consistency
• Track keeping of all training programs and up-to-date modules, including related exams, bulletins and handouts
• Manage (assist with) seasonal and new station start-ups.
• Develop training strategies pertaining to training delivery
• Liaise with the Training Team and support the operation.
• Ensure effective and timely communication within the team
• Available to assist and/ or lead Above the Wing quality audits at various International locations.
• Support the planning and acquisition of all local training supplies to support training plans while maximizing cost efficiencies.
• Supports or participates in internal or external audit activities
• Be a Brand Ambassador for Air Canada and promote its Corporate Values and Flight Path.
• Support any additional initiatives directed by the Manager, International Operations Training, Quality & Compliance

Qualifications

• Sound and recent knowledge of Air Canada processes
• Must be willing to travel frequently, for various periods of time (normally up to 2 weeks consecutive weeks per month)
• Flexible to adapt to last minute schedule changes for on-site training delivery
• Strong knowledge of FIDS, Communicator and Smartload.
• Knowledge of Airport operations an asset
• Must demonstrate drive for excellence and commitment and 'can do' attitude
• Must demonstrate flexibility and ability to think creatively in a challenging operational environment
• Proven ability/ track record in managing multiple tasks, projects on a day-to-day basis
• Strong leadership and people management skills
• Strong commitment to teamwork and simultaneously be self-reliant
• Numerate and literate with PC skills including Powerpoint, Excel and Word is a requirement
• Excellent verbal and written communication skills.
• Bilingual English and French
• Spanish and any additional languages are an asset.
• Ability to work under pressure and handle stressful situations efficiently
• Sound knowledge of adult learning methodologies
• High regard for safety
• Highly flexible and adaptable
• Ability to work independently with minimal supervision
• Previous experience in a training environment
• Bachelor of Education or similar certification, a definite asset
• Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Bilingual (English and French)

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. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.