Senior Operations Manager, Surrey and Wheelchair Replenishment Program

✈️ Senior Operations Manager – Aviation Services

About Us

At Fnyx Aviation Services, we carry a global flag for aviation services here at home.

Fnyx Aviation Services combines world-class aviation support service experience with local market expertise. Our company is built on a rich 30-year history of diversified operational support services in Canada and incorporates global aviation leadership experience.

At Fnyx Aviation Services, the pillars upon which we have built our corporate vision align with the principles of global best practice in aviation support services:

• Efficiency in Service

• Excellence in Customer Experience Delivery

• Innovation

• Consistency

• Safety

• Value

No matter what the engagement, at Fnyx Aviation Services, our people:

• Are outgoing, engaging, empathetic and have integrity

• Understand the big picture

• Think critically and are action oriented

• Are knowledgeable and capable

Above all else, Fnyx Aviation Services believes in family values as a guiding principle. These values are central in the history and success of our company and will serve at the core of Fnyx Aviation Services moving forward.

Job Description

Reporting to the VP Aviation Services and working closely with the Greater Toronto Airports Authority (GTAA), the Senior Operations Manager oversees operations of the Surrey and Wheelchair Replenishment Program (SWRP).

Duties and Responsibilities

• Direct and manage all aspects of operations for the contract of Surrey and Wheelchair Replenishment Program Services, including passenger assistance and asset replenishment.

• Develop and implement strategies that drive process improvement initiatives to improve customer experience and operational efficiency.

• Develop and implement business activities, policies, goals, objectives and procedures.

• Ensure service-related plans, procedures and protocols are communicated to the team and are always accurate and kept up to date.

• Manage and monitor the daily provision of wheelchairs, special equipment and Surreys for the Surrey and Wheelchair Replenishment Program Services.

• Manage the dispatch office (Operations Control Center). Direct, motivate and coach Dispatch team members.

• Monitor and review key performance indicators (KPIs), manage service quality and efficiency through daily observations, monitor performance reports and take immediate corrective actions whenever required.

• Direct equipment maintenance programs, safety programs and quality programs.

• Ensure service delivery to customer airlines in accordance with service level agreements.

• Ensure that the team complies with all safety, security, quality standards and procedures.

• Report and investigate all incidents and take immediate corrective actions.

• Identify required performance improvements by analyzing data, best practices and operational trends. Engage the team in formulating solutions and/or recommendations and oversee the planning and execution of initiatives that improve operations and passenger experience.

• Establish, maintain and promote effective working relationships with internal and external customers and other stakeholders.

• Work in close coordination with Shift Managers and the People and Culture department to provide a conducive environment and support to the team.

• Provide training and development support to People and Culture to ensure all staff demonstrate knowledge of core activities, standard operating procedures and protocols.

• Anticipate, identify and resolve service and operational issues with a results-oriented approach to performance.

• Collaborate as needed with professional services counterparts, ground handlers and airlines in customer success to ensure we deliver a cohesive service experience.

• Report and investigate complaints received and oversee service recovery procedures.

• Prepare and submit monthly status reports to external stakeholders using statistical and transactional data, and analyze monthly performance results in accordance with service level standards.

Qualifications

• Degree or Diploma in a related field, or an equivalent combination of education, training and experience.

• Minimum 5 years of prior management experience in the aviation industry preferred, or proven experience in a leading role within the aviation industry.

• Previous experience in inventory management, operations, customer service, administration and public relations.

• Demonstrated record of successful team management.

• Strong ability to build team culture, resolve conflicts and drive high-performance teams.

• Proficient skills in Microsoft Office, including Excel, PowerPoint and Word.

• A proven track record of success and accomplishments that demonstrate critical thinking ability and initiative.

• Excellent written and oral communication skills.

• Ability to efficiently summarize and present data in a usable format.

• Ability to think quickly, act quickly, multi-task and manage conflicting priorities.

• Be driven by data and have strong analytical, quantitative and problem-solving skills.

• Strategic thinker and problem solver.

Job Type: Full-time, Permanent

Salary: $80,000.00 per year

Schedule: 8-hour shift

Please apply in confidence to:

Christopher Winter

People and Culture Generalist

• yyz.hr@fnyxgroup.com