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.
You love people, logistics, planning and all the little details that make up a great employee learning experience. Delivering on instructional strategies and initiatives that support business needs in a flexible and fluid environment often just in time. You are a passionate and warm leader who loves operations and see challenges as opportunities to shine. Working in close collaboration with multiple stakeholders, you are a supportive mentor and believe in elevating people & learning experiences that will benefit our internal customers and elevate our overall customer experience for Air Canada.
Key Functions & Accountabilities:
Mentors and cultivates a high-performance team that promotes diversity, nourishes personal growth and development.
Leads and directs the Airports & Contact Centres (AE included) Training deployment operations for delivery CCST programs and initiatives in support of corporate goals and performance targets for Customer Experience Specialists, Station Attendants and Customer Sales and Service agents as well as certain frontline management supervisory training initiatives as well as regulatory needs.
Promotes a coaching for success mindset.
Leads and mentors the instructional delivery team and looks for best opportunities to internally develop and enhance instructor training skillsets. Identifying key subject matter experts for continuous knowledge sharing and guarantees a quality onboarding as well as ongoing instructor preparedness activities.
Where applicable/feasible, supports third party Train the Trainer certifications.
Promotes and provides direction for safety, customer service and procedural consistency with respect to training within an environment that is conducive to learning development.
Responsible to ensure programs are delivered system wide in accordance with Transport Canada regulations and applicable governing bodies including internal governance and Air Canada Corporate Standards and ensure consistency in quality of delivery system wide.
Works in collaboration with his/her superior, internal training departments and stakeholders as well as external governing authorities, (Transport Canada, Corporate Safety and Commercial etc) to maintain compliance to training standards as well as compliance of instructor qualifications and consistency in delivery of all approved Corporate Customer Service Training programs.
Responsible for ensuring training implementation is compliant with Aviation Occupational Health and Safety (AOHS), Construction Occupational Health and Safety (COHS) and International Air Transport Association Operational Safety Audit regulations (IOSA).
Manages and directs responses to any findings or corrective action plans following an inspection by internal or external party (Transport Canada, International Air Transport Association Operational Safety Audit, and Corporate Safety) when related to training delivery matters.
Manages the performance and progress of direct reports and manages staffing levels and scheduling to deliver all approved training programs.
Reviews and responds to inquiries, comments (internal / external) regarding any aspect of training operations that concern delivery/deployment.
Participates in external and/or internal assessment as required, safety calls and investigations as required.
Maintains proactive and continuous communication and collaboration with his/her superior, Airport /Contact Centre management & station management, resource planning teams, Safety, and internal training departments to foster collaboration to ensure training delivery and deployment meet expectations and operational needs of the primary stakeholders.
Provides direction for the delivery/deployment of all programs, regulatory and non-regulatory, to support commercial goals and objectives.
Provides direction and input for CRE/Budget requirements, equipment allocation etc. for the effective delivery of training
Provides direction and ensures delivery team follows standards to ensure tracking and maintenance mechanisms that oversee training records as well as ensure appropriate Instructor qualifications
Leads yearly objective setting exercise for team
Directs, manages, coaches the overall performance of 8 managers, approximately 90 permanent instructor resources (learning specialists, training specialists, IAM instructors level 1 & 2). Depending on seasonal initiatives this resource pool will increase approximately to 200 resources and may include LOU16/17 and Actors
Sets and maintains the overall development plans to ensure a qualified instructor workforce
Develops and implements effective project workplans and provides regular updates to Senior Director Corporate Customer Service Training and/or other key stakeholders as required.
Qualifications
Academic: University degree in relevant discipline
Experience: 5-7 years’ experience working in an operational management role in a supervisory capacity with responsibility and accountability for performance of a large group of employees in multiple and global geographic locations.
Strong, proven scheduling and workforce planning abilities.
Excellent People & Communications skills
Must embrace and believe in our flight path values and demonstrate care & Class throughout everyday interactions.
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.
Apply Now
To help us with our recruitment effort, please indicate your email/cover letter where (vacanciesincanada.ca) you saw this job posting.