Position Summary:
The Airport Operations department keeps operations at our airports running smoothly through planning, organization and supervision.
Key Responsibilities:
- Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
- Monitor front-line co-worker behavior with customers (both internal and external) to ensure consistency and compliance with
- Company guidelines, procedures and standards
- Complete all mandatory regulatory and Company required documentation of activities
- Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
- Focus on performance issues with the goal of changing co-worker behavior
- Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements
- Conduct trend analyses, review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
- Confront and address inappropriate behavior and performance issues with specific feedback
- Lead performance dialogues with front-line co-workers to review metrics, performance boards and issues boards
- Monitor the performance of a team, zone or cell, taking actions as necessary, to ensure daily goals are met
- Engage and recognize external customers
- Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
- Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
- Develop and implement standard work and continuous improvement processes
- Oversee and support the performance of a team, zone or cell
- Participate in peer, safety and accident review boards
- Serve as subject matter expert on safety, service and procedures
- Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
- Document performance issues into case management system
- Assess and delegate the appropriate work tasks to Service Directors/Leads/Pursers
- Recognize and document excellent performance
- Engage front-line co-workers to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communications
- Identify, address and issue appropriate and timely corrective action in accordance with guidelines
- Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
- Develop and support standard work and continuous improvement processes
- Attend division/unit/group meetings
- Ensure consistency on operational, service and product delivery
- Participate on collateral projects
Required Education & Experience:
- Experience leading and influencing a team and customer service experience
- Conflict resolution and decision making, with the ability to lead
- Bachelor’s degree
- Reliable, punctual attendance is an essential function of the position
- Must be legally authorized to work in Canada for any employer without sponsorship
- Proficient in IT systems and common software appropriate to work group
- Planning/multi-tasking
- Successful completion of interview required to meet job qualification
- Experience supervising Union personnel a plus
- Strong written and oral communication skills