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Manager, Customer Relations Process Excellence

Company Description

Porter Airlines is committed to delivering its signature ‘flying refined’ experience to customers across North America. Effortless travel and genuine hospitality are offered in style and comfort while restoring glamour and refinement to air travel. 

 

Porter is proud to be an Official 4 Star Airline® in the World Airline Star Rating®.

 

Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter. Details of growth plans to provide North America-wide service are available at flyporter.com.

Job Details

The Manager, Customer Relations Process Excellence is a member of the Call Centre and Customer Relations team. 

 

The Manager Is accountable for collaborating internally to improve processes that enable consistent and friction-free customer service execution to defined standards by investigating, reporting on and removing customer and employee pain points. They evaluate and continuously improve the processes for all aspects of Porter’s call centre and back-office passenger support functions including phone, chat, social and web form submission channels.

 

The Manager, Customer Relations Process Excellence will:

 

  • Drive digital transformation within the support centre by uncovering blind spots, isolating problems, identifying root causes, sharing insights, tracking progress, creating and maintaining procedure manuals.

  • Partners with other organizational groups to build processes that are scalable and with a digital-first approach that favours passenger self-service via Porter’s mobile application.  

  • Drive customer satisfaction by Identifying barriers & improving processes to reduce customer & employee friction points

  • Investigates & implements corrective action process changes to achieve transformation targets.

  • Regularly engages with leaders and team members to foster their commitment to Porter’s success.

  • Constantly seeks ways to drive operational efficiency while supporting team members and passengers. 

  • Is responsible for building and sustaining a high-performance culture of teamwork and commitment to service and operational reliability throughout with significant focus on actively developing the process improvement culture and capabilities of the department

  • The Manager is regularly monitoring interactions with a focus on observing procedural execution and customer satisfaction in the live environment to identify improvement opportunities.

DUTIES AND RESPONSIBILITIES:

  • Develops and continuously improves Porter’s customer support operations and service processes.

  • Develops  and continuously improves Porter’s back-office handling processes.

  • Designs processes to be scalable and digital in nature.  Brings forward digital solutions to close process and operations technological gaps.  Works with the various internal teams to close these gaps.

  • Investigates safety hazards / incidents and implements corrective actions through process changes.

  • Identifies process barriers that interfere with a smooth customer experience.

  • Champions the continuous improvement function to achieve excellence in service.

  • Collaborates with the other operational departments (Airports/ In-Flight / SOCC / Web / RM, etc) to ensure processes are aligned

  • Collaborates with the Learning and Development department to design training for team members.

  • Updates, maintains, and controls the Customer Support manuals

  • Manages the employee information portal to ensure 100% relevant and up-to-date information at all times.

  • Build and maintain a 360 degree feedback model to support operational performance and identify coaching & training opportunities.

  • Observes and  monitors procedure execution in the live operation to identify procedural barriers, procedural compliance, and procedural improvement opportunities.

  • Handles special assignments related to communication, procedures, training & customer experience.

  • Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

 

BEHAVIOURAL COMPETENCIES:

  • 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.

  • Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

  • 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.

 

QUALIFICATIONS

  • University degree

  • 5 - 10 years operations management / process development experience

  • Six Sigma Black Belt / Lean Six Sigma / Kaizen facilitator designations

  • Technologically savvy

  • Excellent interpersonal and leadership skills

  • Able to effectively plan and manage resources

  • High standard of personal integrity

  • Superior oral and written communication skills

  • Proficient in Google office suite

  • Able to hold all required security clearances

  • Able to communicate and correspond clearly and precisely in English

  • Mandatory COVID 19 Vaccination

LOCATION: Toronto (Billy Bishop Toronto City Airport - YTZ)

  • April 19, 2022
  • 67-80-44

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