Station Manager (YHU)

Job Summary

This role (YHU) is a member of the Airport Operations leadership team and is responsible for Porter's aircraft turn performance, passenger service experience, ground handling, team member experience and oversight of Porter's business matters and third party relations at the station.

The role is accountable for the station's consistent execution to defined safety, commercial, operational, passenger service and employment standards. It identifies and eliminates barriers to reduce station-controllable delays and works cross-functionally to reduce system controllable and uncontrollable delays. The role works diligently 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, and constantly seeks ways to drive operational efficiency while supporting team members and passengers. It works cross-functionally and with stakeholders outside the Porter organization to ensure team members have the necessary tools, training, processes and resources to achieve targets and metrics.

The role is responsible for building and sustaining a high-performance culture of teamwork and commitment to service and operational reliability throughout (YHU), with significant focus on actively developing the leadership capabilities of the group's Leads and Supervisors.

Ensures seven-day-per-week, in-station leadership coverage, with management actively engaged in station operations during peak passenger hours and during irregular operations.

Duties & Responsibilities

• Leads and manages YHU passenger service functions, working closely with all station team members to ensure consistent delivery of the passenger experience to defined service standards and to achieve aircraft turn performance to defined safety and operational standards; works across the organization to remove barriers so team members can achieve core above-the-wing functions.
• Leads and manages YHU ramp functions, ensuring consistent execution of defined safety and operational procedures to achieve aircraft turn performance and baggage service standards; maintains a safe and accident-free environment and works across the organization to remove barriers for team members.
• Establishes weekly leadership schedules to ensure seven-day-per-week, in-station management coverage (overseeing operations and passenger interactions at the check-in counter, departure gates and on the ramp), with hours focused on peak passenger times; leadership schedules are to meet established expectations of manager operational engagement of 65% of their day and supervisors 80% of their day.
• Actively engages with operations, passenger interactions and team member coaching at the check-in counter, at departure gates and on the ramp for 65% of the day; more when core operational, service, and safety metrics are not being regularly met.
• Manages local administrative support team member(s) to handle the station's administrative support needs; cross-trains administrative support to augment CSR team during extreme irregular operations, staff shortages and low season operations.
• Works closely with Manager, Airport Operations Analysis; Manager, Learning and Development; and People & Culture to proactively manage all aspects of team member resources to maintain the trained headcount needed to support operational reliability and service targets while ensuring efficient scheduling that achieves budgeted labour costs.
• Actively works to maintain healthy team member engagement levels.
• Works with Porter GSE Maintenance and third-party suppliers to ensure ground service equipment (GSE) is properly maintained, safe and reliable to support YHU operations; develops near-term and long-term fleet plans, including operational and CAPEX budgets.
• Conducts regular (weekly) operational metric and business reviews with senior Airport Operations leadership to maintain operational performance, identify trends for corrective action and proactively manage human resource issues; establishes and monitors station audit practices to ensure compliance with service, reliability, safety and regulatory standards and guidelines.
• Conducts regular (quarterly) reviews of station performance with senior Airport Operations leadership, including objective setting, performance evaluation, and professional development plans; recognizes successes, builds action plans for opportunities, and manages leadership talent pipeline for succession planning.
• Establishes business cases for necessary investments to reach and sustain operational performance.
• Collaborates with the Learning and Development department to support the training of YHU team members.
• Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for mission-critical roles.
• Engages with station leaders (trainer/leads/supervisors) in daily operations to develop talent skills, including operational decision-making, leadership effectiveness, critical thinking, adherence to standards, and problem solving.
• Actively participates in Porter's Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations 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.
• 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 of experience in customer service and/or ground handling
• Minimum 2 years of leadership/management experience
• Able to lead under pressure
• Able to effectively manage and plan resources, time and people
• Superior oral and written communication skills
• Excellent interpersonal and leadership skills
• Proficient with Google office suite
• Flexibility with work schedule and able to work irregular hours
• Self-starter with proven personal integrity
• Able to obtain and hold all required security clearances
• Ability to communicate and correspond clearly and precisely in English (Required)

Location: Montréal (Montreal Metropolitan Airport - YHU)