Senior Manager, Operational Excellence

The Senior Manager, Operational Excellence is a member of the Airport Operations leadership team that is responsible for Porter’s passenger service experience and ground handling. 

The Senior Manager leads the institutional capabilities in Airport Operations including process development and improvement, training, standards, and quality assurance. Is accountable for the design and continuous improvement of the processes and training that enable Airport Operations team members and contracted ground handlers to achieve consistent service execution to defined standards. Eliminates process and training barriers to reduce station controllable delays and works cross-functionally to reduce system controllable and uncontrollable delays. 

Works diligently to achieve a safe and accident-free operation through the use of standards checks and operational quality assurance audits in addition to process and training development. Ensures that safety corrective actions requiring process and/or training changes are implemented in a timely manner, with a focus on solving for the root causes of safety hazards and incidents. Regularly engages with leaders and team members to foster their commitment to Porter’s success. Meets defined financial performance targets. Constantly seeks ways to drive operational efficiency while supporting team members and passengers. 

Works cross-functionally and with stakeholders outside the Porter organization to ensure Airport Operations team members and contract ground handlers have the processes and training needed to achieve defined objectives. Ensures all processes and training are digital first and scalable in nature. Conducts formal audits and standards checks throughout the Porter network to ensure that safety, reliability, service, and commercial processes are complied with at both Porter and ground handler stations.

Is responsible for building and sustaining a high-performance culture of teamwork and commitment to service and operational reliability throughout Airport Operations, with significant focus on actively developing the continuous improvement culture, training delivery capabilities, and the understanding of the importance of adherence to standards among the group’s leadership team.

DUTIES AND RESPONSIBILITIES:

• Leads the operational excellence function in Airport Operations to develop and continuously improve the department’s processes and training.

• Leads the Airport Operations continuous improvement function to achieve excellence in safety, reliability, and service and to achieve our commercial objectives.

• Collaborates with the other operational departments (Flight Ops / In-Flight / SOC / Tech Ops / Porter FBO) to ensure processes and training are aligned and support safety, reliability, and service objectives.

• Collaborates with the other commercial departments (Revenue Management / Information Systems and Technology / Customer Experience and Solutions / Loyalty / Marketing / Communications) in order to operationalize commercial objectives and product offering. 

• Designs processes and training to be scalable and digital in nature. Brings forward digital solutions to close process and operations technological gaps. Works with the Technology team to close these gaps.

• Establishes and monitors station audit practices to ensure compliance with safety, reliability, service, commercial, and regulatory standards and guidelines.

• Develops, continuously improves, and monitors the Airport Operations measures of effectiveness to determine if processes are achieving their intended results.

• Develops, continuously improves, and monitors the Airport Operations measures of performance to determine if team members and third party ground handlers are complying with procedures and standards.

• Identifies point and systemic barriers that interfere with the execution of a safe and reliable operation.

• Enables change management through process development, training, and reinforcement of procedural compliance and adherence to standards. Works with department leadership to successfully execute change.

• Investigates safety hazards / incidents and implements corrective actions to address the root causes. Monitors the effectiveness of corrective actions.

• Ensures safety corrective actions assigned to Airport Operations are fully implemented in a timely manner to reduce the risk of hazards or incidents repeating.

• Participates as a member of the Safety Management System Management Group.

• Maintains the Airport Operations contribution to the Porter Safety Hazard Registry. 

• Establishes business cases for the necessary investments to reach and sustain operational performance.

• Handles special assignments related to business development, long range planning and other strategic opportunities

• Works closely with department leaders and People & Culture to proactively manage all aspects of team member resources to maintain capabilities and manage the department’s talent pipeline. 

• Actively works to maintain healthy Team Member Engagement levels. 

• Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for the airline's mission critical roles.

• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s 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

• 10 years operations management or process development or training experience

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

• Technologically savvy

• Excellent interpersonal and leadership skills

• Able to effectively plan and manage resources

• Able to manage the workflows of separate but interrelated departments

• High standard of personal integrity

• Superior oral and written communication skills

• Proficient in Google office suite

• Mandatory COVID-19 Vaccination