Ground Handling Operations Manager - USA

Air Canada

About The 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 Ground Handling Operations Manager - USA is accountable for implementing and monitoring, continuous improvement initiatives and various vendor management programs for all USA Airports activities This role will act as the key point of contact for several AC HQ and Corporate departments, this includes but is not limited to: Regional Express Carriers, Strategic Procurement, Corporate Safety, Security and Environmental. Key focus will be HQ Operational relationships with all GHAs, Airport Authorities, as well as USA AC - Star Alliance partnership. The role is also responsible to develop and lead various initiatives to improve processes across all USA stations with the goal to deliver improve all Airports initiatives and KPIs. This role may be based in any of the hubs where Air Canada operates, with a strong preference that the candidate works from the United States region. This position may be located in the United States or Canada.

Requirements

Strong analytical, organizational and planning skills with an aptitude for precision.
Excellent interpersonal skills.
Ability to work well under pressure, and without supervision.
Sound knowledge of Airport Ramp & Sales operation
Demonstrated planning & organizational skills, sound decision making skills
Ability to establish work priorities and perform under deadline pressures
Level 4 of Air Canada Airports Operations products and services, competencies, strategies, policies.
Level 4 of Air Canada products and services
Level 4 of Industry understanding of different processes, customers, and systems.
Level 4, Strategic impact to the business.
Description of the Safety Responsibilities (according to Safety Quality Audit manual, processes and procedures)
Act as a role model for safety awareness in compliance with government and company safety standards and regulations.
Experience with Employee management
Understanding of Federal regulations (TC, TSA, USCBP, FAA, OHS, CARS).
Experience in unionized environment
Understanding of risk assessment
Strong knowledge of Operations System
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.

Responsibilities

Oversees and provides direction to USA Airport Operations Sr leaders on new process improvements initiatives working with key internal and external stakeholders, Regional Carriers, and various AC branches, to ensure operational effectiveness, continuous improvement, and customer centric focus are monitored
Develop, implement & manage a US Airports Ground Handling national vendor management program specific to SLA and operational performance for 110+ vendors at 55 stations. Executed through Quarterly Business Reviews
Manage and monitor overall training performance of customer service & ground handling operations for all USA Ground Handling airports : this will be executed by auditing the contracted services and qualifications. Note: covering all areas including ITO, ASO, Deicing, Baggage, GSE and Airport Authority Compliance
Research best demonstrated practices, new methods, and procedures as well as new technologies to significantly improve productivity and cost effectiveness of USA Ground Handled operations while creating customer value and maintaining highest standards of safety, meeting all ECX initiatives
Develop and manage a Station Operational Support Program designed for all operational start-ups and ground handling changes, new station start- specific to Airside Operations, Weight & Balance, Bag room, Cabin Services, Deicing & GSE
Based on USA Airports Operational assessments, will organize, streamline operational tasks to seek overall efficiency and business process improvements
Manage and develop and implement deployment plans for new procedures and processes within all Airports USA stations specific to : Airside Operations, Weight and Balance, Bag room and Cabin Services Airside Operations, Weight & Balance, Bag room, Cabin Services, Deicing & GSE
Responsible to execute all introductions of new route and aircraft types within the US Region, initiating risk assessments and airport specific assessments – reporting this to leadership
Responsible to review all GH contractual requirements specific to airside operations detailing required staffing levels, GSE and technological requirements are allocated. This will also entail a specific review by station, route, aircraft type and airport facilities
Works alongside the Managing Director, Airport Operations - Europe Middle East, Africa & India and USA Third Party in long term strategic planning and operational improvements, developing recommendations for Customer Excellence and Operational Efficiencies
Identify, create, and implement in conjunction with the Regional Managers continuous improvement strategies in line with our corporate priorities specific to ECX within Airside Operations
Implement "best practices" in all aspects of Customer Service Delivery and Ground handling operations related to Airside Operations
Collaborate with all branches to identify opportunities for improved and consistent service across all USA stations in the ASO areas of responsibility
Executes the USA Ground Handling Vendor Mgt program. This will be accomplished through Business reviews, auditing, station visits as well as interactions with Sr USA Airports team
Travel is required on a weekly basis
Work with Air Canada Headquarters to establish USA Region Annual Targets as it relates to performance in all areas; (OTP, PAWOB’s, Grooming, Baggage Handling and General Operational)
Coach and counsel, all USA Airports Mgt team as it relates to performance in all airside areas; OTP, PAWOB’s, Grooming, Baggage Handling and General Operational areas as to establish and maintain all minimum target goals related to operational performance.
Attend Operational Meetings as required or requested
Visit USA Stations as required or requested based on Operational Performance
Acts as Designated AC representative as requested by Sr Dir
Leads US Airport team and is responsible for all 3rd party monitoring and oversight: SLAs, KPIs and follow-ups
Manages all start-ups, station closures and ground handling changes for Airports USA specific to Airside Operations
Oversees on behalf of Airports US the resource planning and training requirements for all GH staffed stations specific to Airside Operations, Bag room etc of all new ground handlers
Key liaison with all Regional Express Carriers, AC branches departments as well as external agencies: GHs, Airport Authorities