Supervisor, Airport Operations Standards & Quality Assurance

The Supervisor, Airport Operations Standards and Quality Assurance is a member of the Airport Operations leadership team that is responsible for Porter’s passenger service and ground handling.

The Supervisor ensures that Airport Operations team members and third party contract ground handlers are conducting operations in accordance with department and company policies.  This oversight function extends to all aspects of Porter’s airport operations, including passenger service, ramp operations, aircraft catering, aircraft de-icing, and aircraft fueling operations.

This position isIs accountable for designing and auditing measures of effectiveness and measures of performance that enable consistent, reliable, and safe operations and passenger service execution to defined standards. Reports on deviations from procedure or standard to reduce Airport Operations controlled safety, reliability, and service issues. Investigates safety hazards/incidents and implements, and monitors compliance with, corrective actions to achieve a safe and accident-free operation. 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 safety, reliability, service, and commercial processes are complied with to enable the team to achieve targets and metrics.  Conducts both formal audits and standards checks throughout the Porter network at both insourced and outsourced 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 standards oversight culture and capabilities of the department’s leadership team.

The Supervisor is regularly engaged in airport operations across the network, with a focus on observing procedural compliance in the live environment to identify areas of concern that must be corrected. 

DUTIES AND RESPONSIBILITIES:

• 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.

• In accordance with the Porter Audit Manual, conducts Operational Quality Assurance Audits to verify that all activities are being conducted in accordance with regulatory and organizational requirements documented in the appropriate approved manual.

• Preparation of Airport Operations Quality Assurance audit plan, checklists, sampling plans and other audit documentation related to internal and external audits

• Conducts regular performance standards inspections throughout the Porter network to identify instances and trends of procedural non-conformance and lack of compliance with service level agreements.

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

• Analyzes performance data to provide insights and probe relationships

• Enables change management through reinforcement of procedural compliance, adherence to standards, and working with department leadership to correct deviations from standard.

• Investigates safety hazards / incidents and implements corrective actions.  Monitors the effectiveness of corrective actions.

• Updates, maintains, and controls the Airport Operations Quality Assurance Manual.

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

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

• Provides updates to the Safety Department regarding the progress and completion of investigations, risk assessments, implementation of corrective action, and audit processes

• Participates in regular (monthly) operational reliability reviews with station and department leaders to maintain operational performance and identify trends for corrective action.

• Provide guidance to Airport Operations leaders  to ensure the effective execution of SMS investigations and/or audits as required

• Conducts regular (quarterly) reviews of department team members, including objective setting, performance evaluation, and professional development plans. Recognizes successes, builds action plans for opportunities, manages talent pipeline for succession planning.

• Monitoring of any regulation changes

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

• Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for 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

• 5 - 10 years operations management / audit experience

• Certified auditor

• Integrate complex information from various sources

• Comfort with Exploratory Data Analysis (EDA)

• Familiarity with Lean Six Sigma, an asset

• Technologically savvy

• Proven 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