The Station Manager, Ottawa (YOW) 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 Ottawa Station.
The Station Manager is accountable for the station’s consistent execution to defined safety, commercial, operational, passenger service and employment standards. Identifies and eliminates 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. 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 team members have the necessary tools, training, processes and resources to achieve the team’s targets and metrics.
Is responsible for building and sustaining a high-performance culture of teamwork and commitment to service and operational reliability throughout YOW, with significant focus on actively developing the leadership capabilities of the group’s Leads and Supervisors.
The Station Manager ensures 7-day-per-week, in-station leadership coverage, with management actively engaged in the station operation during peak passenger hours of the day and during irregular operations.
DUTIES AND RESPONSIBILITIES:
Leads and manages YOW passenger service functions. Works 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 are able to achieve these core above-the-wing functions.
Leads and manages YOW ramp functions. Works closely with all station team members to ensure consistent execution of defined safety and operational procedures to achieve aircraft turn performance and baggage service standards. Is diligent about maintaining a safe and accident-free environment. Works across the organization to remove barriers so team members are able to achieve these core below-the-wing functions.
Establishes weekly leadership schedules to ensure 7-day-per-week, in-station management coverage (overseeing operations and passenger interactions at the check-in counter, at departure gates and on the ramp), with hours focused on peak passenger times; leadership schedules are to meet established expectations of manager operational engagement 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 65% of their day; higher if core operational, service, and safety metrics are not being regularly met.
Manages local administrative support team member to handle the station’s administrative support needs. Cross-trains administrative support to augment CSR team during extreme irregular operations, during staff shortages and during 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 the most efficient scheduling of resources 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) are properly maintained, safe and reliable to support YOW 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, manages leadership talent pipeline for succession planning.
Establishes business cases for the necessary investments to reach and sustain operational performance.
Collaborates with the Learning and Development department to support the training of YOW team members.
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.
As part of the regular course of daily operations, engages with station leaders (trainer/leads/supervisors), in the operation, 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; understands and promotes the Company’s Safety Policy.
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.
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 on 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)