Customer Experience Manager - Federal, México - Air Canada

Air Canada

Empresa verificada

Federal, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

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.
Actively support and supervise the daily Operations of Mexico City Airport to ensure safe and secure and customer-oriented service under the direction of the Manager, Airport Operations - Mexico & Cuba

Responsibilities:

Supervise the daily operations of the respective station, including above and below the wing activities, safety and security, SMS and other applicable regulatory authorities including a strong partnership with the branch safety team.
Plan employee schedule development and anticipate, identify, as well as, resolve staffing issues with a resultsoriented approach.
Responsible for promoting safety in all operations and ensure that the safety, security and service standards are observed, monitored and practiced consistently and in compliance, by reporting incidents/accidents promptly and efficiently.
Coordinate Emergency Response Procedures with HQ and Star Alliance Partners as well as Airport Authority and Handling Agents. Maintain accurate Manuals and participate in Emergency Procedure Training.
Responsible for performance results (OTP, PAWOB, and safety) and implement corrective actions when required to ensure optimal result working closely with all relevant stakeholders and HQ Team and ensure Deliver on our customer promise especially in case of irregular Operations (delays, cancellations, Denied Boarding Cases, etc.).
Ensure regular communication with all appropriate operational groups to stay abreast of any change in activities and needs, especially during IRROPS, and ensure customers are informed and addressed, with care and class.
Hold new employee training to ensure a consistent understanding and approach regarding Air Canada product and services workshops. Request new activations for agent ID s for new employee/s and deactivate former agent IDs.
Participate in negotiating ground handling contracts to ensure a costefficient and safe operation in order to ensure quality service delivery per signed contract. Follow up on SLA penalties and bonuses at the beginning of every calendar month.
Coordinate activities with Star Alliance Partners making sure CodeShare Agreements and procedures are correctly reflected. Attend SAAT meetings to defend Air Canada's interests at the Airport.
Represent Air Canada at meetings and workshops with various Authorities and defend Air Canada's interests.
Monitor, maintain and report on Budgets, Cost Control, Accounting activities.

NOTE:
MAY INCLUDE OTHER RELATED TASKS.

Qualifications

Bachelor's degree or equivalent in a relevant field with at least 2 years of experience in a leadership role and/or experience in the airline industry
Strong understanding of airport operations and passenger movements
Excellent verbal and written communication skills with the ability to converse with all levels of an organization as well as highranked external figures, with care and class
Able to respond, influence and proactively create mutually acceptable solutions, always with Air Canada best interests in mind
Must have ability to work shift, weekend and statutory holidays and work beyond rostered hours due to irregular flight operations
Strong commitment to teamwork & commitment to employee engagement
Excellent Interpersonal skills
Rigor and autonomous with strong organizational and prioritization skills
Adaptability and ability to support change management initiatives
Possess an energetic and tenacious attitude
Fluent in Spanish and English
French language an asset
Demonstrate passion for travel
Advance knowledge of Word, Excel
Advance knowledge of Departure Control System (DCS); knowledge of ALTEA system, an asset.
Right to work in Mexico

Conditions of Employment:

Linguistic Requirements

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.