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Reporting to the Managing Director, Global Hub Operations - YYZ, the Director, Hub Administration - YYZ will be responsible for the leadership and overall management of the Administration, Hub Customer and Baggage Flow and Deployment departments at Air Canada’s YYZ Global Hub. This role will drive a strong culture of safety, internal and external customer service and operational excellence. This role will also be accountable for the support, execution and development of departmental plans to support Air Canada’s transformative strategy. The Director, Hub Administration – YYZ is a visible and present leader in the hub and airport community, a customer advocate and is an outstanding leader of people.
Responsibilities:
Accountability for overall performance of the Administration, Hub Customer and Baggage Flow and Deployment departments at the YYZ Global Hub.
Leads the local departmental support, execution and development of the Airports transformative vision in the hub. This plan transforms the ways of working in-terminal and in baggage handling, leveraging self-service and automation. This unlocks efficiency and allows for a focus on customer experience.
Assume leadership of hub planning initiatives to implement strategies and support future hub growth
Drive strategic growth plans with a focus on operational strategies and achievement of all station KPI deliverables.
Develop and analyze flow models for airport throughput points and connections.
Benchmark global airlines for best practices at their major hubs (facilities and processes)
Represent Air Canada at airport authority and local government agency meetings regarding hub development / terminal improvements
Be the key contact for Corporate Real Estate, Network Planning, Corporate Scheduling. CJM, Finance, Workforce Planning, Strategic Purchasing, GSE, Fuel and Marketing for all initiatives related to developing the hub
Oversees all 3rd party contracts at the hub
Oversees the Global Hub Customer and Baggage Flow processes and teams
Lead a cultural transformation to support employee-centric internal customer service excellence at the hub
Provides leadership to ensure hub facilities are upkept and modernized
Engage in the development of the hub staffing plan and responsible for consistently executing the short term and “day of” Airport staffing plans, strategies, and processes in support of achieving all operational and customer service goals. The individual will also be responsible for harmonizing various Workforce planning strategies which oversees 2000+ unionized front-line employees governed by the IAM and Unifor Collective agreements. The individual will be responsible for dynamic change of operations and right sizing resources for optimal customer experience.
Collaborate with In-Terminal Operations, Airside Operations, Hub Control Centre leaders and other branch teams to implement initiatives related to developing the hub
Communicate short to medium-term constraints. Lead and develop mitigation strategies.
Optimize the deployment of the commercial schedule and ensure the needs of our customers and employees are maintained and that processes are seamlessly integrated into any new or changed facilities
Drive accountability for revenue enhancement and cost containment.
Lead the implementation of station plan ensuring targets and plan methodologies/requirements are achieved
Accountable to elevate the customer experience from an airport’s perspective and drive excellence across key metrics (including Safety, GO, OTP, A14, schedule completion, Baggage performance, NPS and colleague sentiment) in the station. This role proactively seeks out solutions to operational problems.
Accountable to maximize operational performance including through periods of peak volume or IROP.
Provides leadership, oversight and direction to a team of direct Air Canada unionized employees and management.
Responsible to empower operational leaders to enable them to run the day-to-day operations, removing the need for unnecessary escalations.
Creates strong relationships with unions, government agencies, industry partners, vendors and airport authorities at their location
Responsible to manage the departmental operating budget
Ensure ongoing compliance with regulatory and other requirements of the relevant authorities, with standards established and agreed with each customer airline and other operationally relevant external parties.
Develop and maintain business relationships with the local airport authority necessary to maintain operational facilities to the highest standard of safety and operational integrity including check-in areas, baggage systems, and gate areas.
Drive improved station results on all measurable targets
Communicate with staff on a regular basis to keep them up-to-date and knowledgeable of new products, performance (service and operational) issues and branch objectives.
Drive accountability for revenue enhancement, cost containment and meeting budget targets.
Fosters a high-performance, inclusive culture by actively engaging, coaching, and developing frontline teams. Champions employee well-being, recognition, and professional growth to drive accountability, collaboration, and operational excellence.
Visible and empowering leader who cultivates trust and alignment through transparent communication, regular presence on the floor, and proactive engagement with employees, union representatives, and stakeholders to ensure a cohesive and motivated workforce.
Act as Designated Air Canada representative as necessary for the Managing Director, YYZ Global Hub Operations
Safety First:
Authority and responsibility for the management of safety and security at their location including compliance with all applicable regulatory standards not limited to: Transport Canada, ICAO, IOSA, SMS, CTA, etc.
Collaborate with regulatory agencies to ensure compliance with aviation regulations.
Hold oversight of daily operational risks related to Safety within the department at the location including ensuring that safety related incidents are addressed, root cause identified, and corrective measures implemented.
A relevant university degree (Bachelor's), certification, and/or relevant experience commensurate with the role
Minimum 5-7 years of Airport operations leadership experience. STOC, CRE, Finance, PMO and/or Workforce Planning experience a plus.
Ability to work independently
Has a track record of consistent performance and delivery, with strong focus on safety, customer experience and business transformation
Strong people leadership and people development skills, with an ability to inspire and motivate teams while holding them accountable for results
Strong communication and negotiation abilities.
Strong abilities to collaborate and work as part of a team
Flexible to support a 24/7/365 operations
Experience in budget management and financial decision-making an asset.
Familiarity and commitment to Corporate Environment guidelines.
Preference given to bilingual (English and French).
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Conditions of Employment:
Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.
As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.
Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
