Customer Service Training Operations Supervisor - International and Airside operations

Air Canada•Toronto, ON

6d•Remote

About The Position

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.

Requirements

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.
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
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
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.

Nice To Haves

Knowledge of Airport operations an asset
Spanish and any additional languages are an asset.
Bachelor of Education or similar certification, a definite asset

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