Operations Service Manager (Yul)

Canada, Montreal

Airport Customer Service

27-Jun-2023

Ref #: 21582

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How you'll help us Keep Climbing (overview & key responsibilities)

The Operations Service Manager (OSM) is responsible for providing leadership to front-line teams and the operation. Additionally, this role oversees and coordinates operational performance including, but not limited to, on-time departures (D-Zero), safety, security, customer service delivery and other key performance indicators. It is responsible to work together with WestJet to drive baggage connectivity, ITD process as well as build a strong relationship with airport authorities to handle ad-hoc operational requests.

As an OSM, you will serve as an operational liaison between Delta and all contracted business partners within a station. In this Delta leader role, you will also monitor for at-risk behaviors through daily safety observations and provide coaching, training, and corrective action as needed. In addition, you participate in Incident Analysis reports, Injury Prevention Group sessions and applicable station safety meetings.

The OSM ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards. Moreover, this role, you will ensure distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity. You will be responsible for being a key communicator of timely and accurate information and be required to set performance standards and ensure employee accountability. As a Delta leader it is paramount that you will provide support, guidance, coaching and motivation based on individual needs and be a champion leading other through change.

The qualified candidate must be strategic in thought processes and decision-making. The qualified candidate must also have the capability to measure and analyze employee performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation. Must champion recognition and rewards.

As part of the station leadership team, the successful candidate will be responsible and accountable for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, coaching and counseling and administrative action. The successful candidate must be a strong advocate of employee recognition. Continued training and development in building leadership capabilities is expected. As a Delta leader, the Operations Service Manager will be required to develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.

What You Need To Succeed (minimum Qualifications)

• Strong written and verbal communication, including platform/presentation skills.
• For Below Wing OSM positions, ramp and baggage experience.
• Ability to coach and deliver feedback for developmental purposes.
• Consistently makes safety and security, of self and others, the priority.
• Must be performing satisfactorily in current position.
• Demonstrates that privacy is a priority when handling personal data.
• Must have the flexibility to manage an operation with varying shifts, extended hours, and "on call" requirements.
• Experience managing conflict and resolving problems effectively.
• Should exhibit strong organizational skills and the ability to delegate responsibility to direct reports.
• Embraces a diverse set of people, thinking and styles.
• Proficient in MS Office applications.
• Working knowledge of Delta policies and procedures.
• Demonstrates expertise in operations and strong customer service skills.
• Knowledge of Deltamatic, ALIS, Loadtrack, Safetrack and another relevant airport technology
• Must be approachable and have interpersonal skills that foster trust and respect.
• Must be able to balance multiple priorities within established time constraints.
• Embraces diverse people, thinking and styles.
• Consistently makes safety and security, of self and others, the priority.

What Will Give You a Competitive Edge (preferred Qualifications)

• College degree and current leadership experience
• Three years of ACS experience in operations
• Previous leadership experience, including direct reports.