Service Delivery Managers, 2 Full-Time Positions (Calgary)

Executive Flight Centre Aviation (EFC) has been setting standards in aviation fuel and airport services for over 75 years. Headquartered in Calgary, with operations in Alberta, British Columbia, and Saskatchewan, EFC offers a diverse range of aviation services to meet the needs of airports and aerodromes. Our vision is to provide first class services to all customers in the aviation industry by focusing on safety, quality, and customer service.

EFC is committed to creating and sustaining an inclusive and diverse work environment, while upholding the principles of employment equity. Your participation in this important process is greatly appreciated. We encourage applicants to self‐identify as a member of one or more of the employment equity designated groups – Women, Aboriginal peoples, Persons with Disabilities and/or Members of Visible Minorities. The information collected will be used solely to carry out our obligations under the federal Employment Equity Act.

Our Calgary location is seeking two experienced Service Delivery Managers to support our diverse operations. These are full-time positions.

Description

The Service Delivery Manager is responsible for strategic direction and leadership for the overall operation of a major airline (the Airline or Carrier) at the Calgary International Airport. Reporting to the Base Manager, this dedicated position is accountable for all operations and client relations with the Airline pertaining to EFC at the main terminal for above and below wing services. This position will act as the main point of contact for the Airline, the airport authority, and any third-party stakeholders. In addition, this position this role will be responsible for driving performance, ensuring we meet our agreed Service Level Agreements (SLA), managing our customer experience delivery and further developing our partnership with the Airline. The Service Delivery Manager is also responsible for EFC’s safety management system and promoting a safety-first culture to all EFC staff.

Responsibilities

• Develop and maintain effective working relationships with other partners and service providers (e.g., fuelers, caterers, deicing, engineering) to resolve obstacles and ensure optimum working relationships for a smooth operation.
• Manages the Safety Management System (SMS) and leads a culture of safety with the main terminal employees.
• Facilitate and support the Carrier’s compliance monitoring audits. Manage any resulting non-conformities through to closure in liaison with local Handling Company’s management teams.
• Perform any other duties as required.
• Constantly monitor operational performance against all the measures relating to the contract and SLA and ensuring consistent delivery against these measures.
• Maintain a tidy and orderly work area exhibiting pride in work performance and contributing to a healthy and safe work environment.
• Communicates and works with Base Manager, Training Supervisor, Training Manager, HR partner, and Director of Airports to enhance base performance and employee experience.
• Monitor and check data and payment information relating to contractual bonus/malus initiatives.
• Focus on known problem areas and introduce initiatives to improve performance and compliance in these areas.
• Conduct weekly flight file checks and checks of flight file management and supervision. Ensure actions to address issues and trends are identified and implemented. Provide reports to the Carrier to confirm findings and actions.
• Comply with and participate in the Company’s Health & Safety and Quality programs and initiatives.
• Monitor, check and use statistics to support performance-related payments where applicable and ensure records are kept for circumstances that may impact such payments.
• Conduct internal audit checks as instructed by the Carrier using approved audit forms. Ensure actions to address issues and trends are identified and implemented. Provide regular reports to the Carrier to confirm findings and actions. The frequency of reporting is to be confirmed with the Carrier. Audits must cover customer services and ramp operations.
• Effectively handle employee relations including coaching and development, performance management, and discipline.
• Ensure all ground crew engaged in the handling of the Carrier’s product have been given comprehensive training in their duties and that training records are documented and maintained, including required refresher training.
• Ensure KPI’s and monthly safety and services levels are met.
• GOM management and supervision: ensuring manuals are up to date and that all station communications have been filed and communicated to all ground crew and enacted locally as required.
• Works with Training Supervisors to ensure that training and record keeping systems are in place and maintains compliance with internal and external training requirements.
• Ensure exceptional, courteous and respectful customer service.
• Maintain statistics and monitor all aspects of operational performance for the Carrier’s product. E.g., airport operations related delays, turn-around times, versus target scheduled times, excess baggage collection, immigration refusals, baggage performance, safety reports, audit findings.
• Oversees and directs all aspects of ground operations (below the wing) and customer service operations (above the wing) to ensure EFC is delivering the Airline’s product and working in compliance with its standards, policies, and procedures in all areas. This includes driving change to implement new developments and initiatives.
• Acts as EFC’s main terminal operations contact with the Airline, the Airport Authority, contractors, and vendors.
• Investigate and respond to incidents resulting in safety reports and customer complaints. Ensure follow up actions are implemented to prevent recurrence. Identify trends, share with the Carrier’s direct representative, and take preventative and corrective action.
• Ensure all facility checklists are completed and that the Carrier’s layout and brand is maintained.
• Drive the ongoing development of our relationship with the Airline, working closely with its operational delivery team to build an aligned, one team approach.

Qualifications And Experience

• A clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization.
• Strong and effective leadership skills with experience building and developing teams.
• Highly motivated and organized with the ability to work under pressure.
• Confident decision maker who can work on own initiative to drive change.
• Able to work collaboratively as a productive member of the EFC Team.
• Strong quantitative and critical thinking skills.
• An understanding of ramp, customer service, and aircraft fueling procedures is an asset.
• Excellent interpersonal and communication skills, including written and verbal skills, to communicate with all levels of the organization and multiplate stakeholders.
• Minimum five (5) years previous management experience with proven leadership abilities.
• Able to multi-task and prioritize in a fast paced, time focused operation.
• Completion of Post-Secondary diploma or degree in a technical field preferred.
• Professional, punctual, meticulous and diligent.
• Good financial and business awareness.
• Strong knowledge of Microsoft Office products, including Excel, Word, and PowerPoint.
• Must possess a valid driver’s license with clean drivers abstract.
• Effective attention to detail and a high degree of accuracy.
• Able to obtain an airport security clearance.
• Previous working experience in the aviation industry with direct working knowledge of main terminal operations in an airport facility is preferred.
• Able to identify key issues; creatively and strategically overcome internal challenges or obstacles.
• Existing knowledge of the Airline’s operation and a passion for the brand is an asset.

What EFC can Offer?

• A discretionary bonus program based on over all company performance.
• Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
• Extended Health and Dental Benefits for Full Time Employees with minimal premiums.
• Discounted airfares with the Airline
• Competitive compensation
• Career advancement opportunities in a variety of industries through the EFC Group of companies which include Aviation, Cargo, Operations, Construction, Facility Maintenance, Leasing, Administration, Heavy Duty Mechanic, Sales, Accounting, Human Resources, Safety, Training.
• An incredible work environment focused on hard work, fun and celebrating our successes.

Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities and to apply for this role with your resume.

We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.

INDALL