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.

The Manager, Care Team will manage and supervise the team, specialized in serving all Canadian and US based employees regarding HR related questions and policies via phone or email inquiries.

Reporting to the Senior Manager, HR Centre of Excellence, the Manager, Care Team is responsible for the delivery of the team’s customer service level while ensuring internal quality standards are met and an optimal communication is implemented within all HR teams. The Manager, Care Team will also work as a project manager to identify and implement process improvements as well as communicate all new processes and policies within the team.

Key Functions & Accountabilities: 

• Manage the Care Team with daily support and guidance.
• Manage quality standards by anticipating and identifying training requirements.
• Review survey and audit results to identify possible improvements to meet Service Excellence.
• Assist the Care Team in providing timely resolution to employees’ inquiries via calls and/or emails, including concerns or issues to ensure a positive employee experience.
• Provide excellent customer service by demonstrating ownership of issues / concerns being raised by employees and propose solutions.
• Responsible for ensuring of a consistent and efficient open communication between the Care & Solution Team 
• Supervise Care Team Meetings and refreshers to ensure clear and accurate information is being shared.
• Manage the team’s schedule for calls, email handling and dispatching of incoming requests.
• Manage implementation of new processes and procedures by documenting and sharing the information with the team.
• Works closely with the many other components of the HR function to resolve HR cases and address customer needs.
• Leverage COE Shared Services expertise to support the Care Team business needs.
• Track and monitor Care Team overall performance and coach/mentor team members as required.
• Drive engagement and professional development of team members.
• Embrace and support COE vision and associated initiatives in line with COE strategic plan.

Approx. no of people managed:  15-20

Qualifications

• Experience & Business Knowledge or Other relevant information: 
• University Degree in Customer Service and Team management or the equivalent an asset 
• Demonstrates Excellent Interpersonal Skills
• Excellent interpersonal and communication skills (verbal & written)
• Strong Leadership Skills with strong Organizational & Planning Skills
• Excellent Computer Skills – Novell, Microsoft Office, Trutrack, People Soft, Zendesk 
• Time & Attendance Systems knowledge and experience a strong asset.
• People Soft and Payroll Systems knowledge and experience a strong asset.
• Knowledge of Collective Agreements a strong asset
• Ability to work in a team-oriented environment.
• Ability to quickly learn new systems.
• Working knowledge of applications specific to HR (an asset) 
• Experience in recruitment or employee care (an asset)

Conditions of Employment:

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
  
• Mandatory Covid-19 Vaccination Required
  

Linguistic Requirements

Bilingual (English and French)

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.

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.