Are you an experienced and passionate Aviation service leader with a track record of leading teams to reach their full potential?
Executive Aviation is excited to announce that we are looking for a General Manager for our operation at John G. Diefenbaker International Airport in Saskatoon (YXE). This role requires a comprehensive knowledge of aviation operational practices with a passion for Customer Service.
The General Manager is responsible for operational excellence across the YXE operation including leadership and development of the customer service and ramp teams. The GM will ensure compliance to all aspects of company, customer and Government policies and service levels. The General Manager will be a skilled communicator who can effectively communicate and influence internal and external stakeholders. Well developed planning and organizational skills are required. With a relentless focus on continuous improvement, the GM must be able to establish goals and objectives and constantly measure performance to raise the performance of the station. Responsibility to evaluate, manage and provide ongoing feedback to Team Members and develop individuals and encourage career advancement. Lead by example, exemplifying integrity, professionalism, and excellent communication skills. Motivate to achieve results while managing people fairly and with respect. Must demonstrate a commitment to safety, exemplary customer service and team member experience.
Responsibilities:
- Establish and maintain safety compliance of aircraft, customers, facilities, and team working environments. Address issues and provide corrective action as required
- Ensure compliance with all government directives and security requirements. Audit to ensure quality assurance
- Effectively control station expenses/costs
- Establish airport and local community relations as liaison with airport authority, airline, Transport Canada, and other airport stakeholders
- Coordinate airline vendor functions and act as liaison for local contracts providing third party service, i.e., fueling, security, catering, cleaning etc. Evaluate performance and implement appropriate measures to review service provided
- Ensure compliance of all station manuals and monitor for current revisions and availability
- Ensure compliance of customer service, baggage handling and departure dependability. Monitor and verify quality control
- Establish efficient and cost-effective work schedules for all station team members. Participate in establishing manpower requirements, interviews, and hiring
- Coordinate, provide training and ensure training requirements are met for all team members, i.e., new hire, recurrent, supplemental, and local training
- Provide feedback, research, and response to customer complaints/compliments in coordination with airline Customer/Media Relations
- Establish, coordinate team member recognition programs for station achievements, i.e., safety, performance, and revenue collection programs
- Work to establish contract revenue and actively pursue opportunities to ensure station profitability
- Perform all functions of a team member (know the role)
- Demonstrate exceptional people skills with by a good-natured and collaborative attitude while holding others accountable for their own behaviours and performance
- Be reliable, responsible, and dependable, and fulfill obligations
- Attention to detail with ability to quickly analyze and assimilate information into a clear and concise understanding of issues
- Ability to adapt in fast-paced environments while not losing sight of the overall goals and objectives
- Demonstrated commitment to exemplary customer (airline & passenger) service by continually modelling the “see something, say something” mindset and holding your team to the highest standards
- Be open to change (positive or negative) and to consider variety in the workplace
- Willingness to take on responsibilities and challenges
- Be sensitive to others' needs and feelings and be understanding and helpful on the job
- Work independently and achieve results with minimal supervision while abiding by EA/Airline's policies and procedures,
- Be persistent in the face of obstacles
- Model EA’s values and commitment to its people regardless of the situation
Qualifications:
- Minimum 3 years aviation experience in an airline, airport, or service provider setting
- Minimum 3 -5 years people leadership and operations management experience
- Previous experience leading a large team in a 24/7 operation is an asset
- All Training and Read and Signs must be current and up to date
- Strong organizational skills with demonstrated ability to prioritize and multi-task in a fast-paced and complex environment
- Exceptional communication skills with individuals at all levels of the organization, both written and verbal
- Demonstrated ability to lead a team to deliver exemplary customer service while creating and nurturing an environment that supports high performance and team member growth
- Ability to effect though influence; lead by example
- Must be able to hold a valid RAIC for airside access
- Proficient in PC based applications; Microsoft Outlook, Word, and Excel
- Ability to work various days and shifts in support of a 24/7 operation