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.

Responsible to enhance and strengthen the working relationship with Service Directors through personalized, quality-based communication, in a safe, comfortable, and confidential environment. This role will focus on maximizing the personal and professional potential of Service Directors, lifting confidence, and encouraging development.  Real time support and personalized care will be provided through a Service Director support desk, the utilization of technology to engage with a diverse and mobile workforce and in-person within the operation.

Key Functions & Accountabilities: 

In order to provide a comprehensive spectrum of support to Service Directors, this role has a split responsibility for both working-from-anywhere in the operation and to manage the Service Director Support Desk.

Be the primary contact for Service Directors at IFS;

Act as a coach for the Service Directors, motivate and engage individuals and the team to build a positive and healthy working environment. 

Play an influential role in nurturing a sense of ownership to empower Service Directors to use their judgement and experience to make sound decisions;

Provide enhanced communication and consultation through quality-based conversations;

Ensure involvement from Service Director in their personal and performance development planning;

Provide recommendations and/or coaching to Service Directors as necessary in order to ensure consistent and predictable on-board customer experience;

Establish and communicate corporate priorities to the Service Directors for on-board briefings and key product initiatives;

Lead individual yearly goal setting to align with Corporate and Branch objectives;

Provide guidance and explain the rationale behind Company directions policies and decisions to ensure Service Directors fully understand the expectation;

Apply performance management methodologies to mitigate and correct any SOP issues that may arise with an aim to build up the Service Director workforce;

Foster a safe, comfortable, confidential and non-disciplinary environment;

Work closely with the Operations Team to coach and advise as necessary for Operational issues;

Celebrate success with Service Directors by recognizing great individual and team effort and take time to thank them;

When requested by new Service Directors, fly along to coach and provide feedback as needed;

Prepare reports and briefs for management evaluating processes and make suggestions on improvements;

Ensure compliance with regulatory requirements and Company standards;

Liaise with Cabin Crew Training to participate in introduction to Service Director Initial Training sessions and discuss expectations;

Act as a Subject Matter Expert (SME) in design and revisions to Service Director Initial Training content;

Participate in behavioral assessment during Service Director Initial Training;

Service Director Support Desk

Answer intake calls from Service Directors to attend to crew issues, answer inquiries and offer support 

Provide personalized care, immediate attention to urgent needs and real time support (including crisis management)

Provide management updates, base specific information, fleet/route updates, operational/ technical guidance, leadership consultation

Qualifications

Excellent interpersonal, communication, listening and organizational skills and a passion for helping others

Self-starter, resourceful and able to recognize what needs to be accomplished and carry out these tasks with a minimum of supervision

Strong analytical and problem-solving skills

Attention to details and emotional intelligence

Proven ability to build relationships and trust 

Ability to clearly interpret IFS policies, procedures and processes

Technical knowledge of Air Canada products, services and brand

Air Canada work experience is an asset

Air Canada cabin crew or Service Director experience is an asset

Strong written and verbal English communication skills are required.

Excellent command computer skills in Office (EXCEL, WORD, POWERPOINT) plus a strong ability to embrace and learn new technology 

Indoctrination Training (mandatory)

CARs (Canadian Aviation Regulations)

Safety Management System

Flight Attendant Training

Service Director Initial Training

Violence & Harassment for Management

Canada Labour Code Part II

Policy on Alcohol and Drugs

Fire Extinguisher

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

Based on equal qualifications, preference will be given to bilingual candidates. 

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.