Assistant Manager, Passenger Service - 18 month term

TEAM: Operations

POSITION: Assistant Manager, Passenger Service 

REPORTS TO: Manager, Passenger Service

FUNCTION: Thru the Manager, Passengers Services, lead, develop and provide subject matter expertise to the Customer Service Representative (CSR) group. YTZ services as the main hub of Canada’s 3rd largest airline, which typically sees 50,000 travelers through each week (YTZ)
  
DUTIES AND RESPONSIBILITIES:

• Assist in developing operational targets and KPIs with a clear roadmap and execution plan for achievement. Currently, these include improvement of turn times, reduction in average delay length & improved on-time performance.
• Manage operational performance with a constant focus on providing high levels of customer service.
• Delivery of non-typical solutions to customer problems when required
• Maintain customer service standards and consistency in all areas of the operation
• Ensure operational activities adhere to company policies, guidelines, and regulations. This includes corrective actions and disciplinary processes.
• Work a varied schedule with adaptable availability including weekends and holidays.
• Manage, motivate and develop direct reports.
• Foster a positive teamwork environment amongst the Customer Service group
• Work effectively with other Porter departments to deliver best in class operational reliability, customer service, and corporate objectives
• Lead YTZ Customer Service  irregular operations activities
• In partnership with People and Culture recruit CSRs to maintain operationally sufficient and efficient headcount levels 
• In conjunction with Manager, Passenger Service maintain and correct where necessary monthly spending (budget)
• Ensure uniform and grooming standards are met
• Manage performance of the team through the performance review process; where applicable administer discipline.
• Work closely with the Manager,  Learning and Development and assist as required with training initiatives
• Facilitate regular staff meetings
• Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
• Other duties as assigned by the Management Team

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Develop new ways to enhance the operational and customer service focus using the knowledge gained while on the job.
• Results Focus: Focusing efforts on achieving high-quality results consistent with the organization’s standards.

• Communication – be able to communicate ideas in a succinct, effective and timely manner.
• Flexibility – be willing and able to work holidays, evenings and weekends
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.
• Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.
• People Leadership: Assuming a leadership role in helping others achieve excellent results.
• Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.

• University degree or equivalent industry experience
• Minimum 5 years of customer service  experience
• Minimum 2 years of leadership/management experience
• Superior oral and written communication skills
• Excellent interpersonal and leadership skills
• Proficient in all Microsoft Office programs
• Flexibility with work schedule 
• Self-starter with proven personal integrity 

• Billy Bishop Toronto City Airport - YTZ