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Manager, Continuous Improvement and Innovation - 30054

Location: DORVAL, QC, Canada
Posting Start Date: Jul 27, 2022
Posting End Date: Aug 8, 2022

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Job Description

Description

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
 
This position reports directly to the Director, Business Transformation & Innovation. It has the primary responsibilities of leading the Customer Success group of the branch shared services team within the Business Transformation & Innovation department.
This role provides expertise in process analysis, impact assessment, process integration, facilitation, and leadership of a portfolio of business projects/programs that are intended or have been operationalized across the Customer Contact Centres Branch – Call Centres, Customer Relations, and Baggage Claims.

This position is responsible for managing the business process intake, roadmap, and continuous improvement programs to ensure that processes and projects are integrated and introduced with the best practices that lead to optimal efficiencies for our customers and operation.  The role manages the teams that Optimize, Design & Model the project/programs that impact the branch’s operational units with the management and maintenance of all related business process documentations (business process maps/technical reference flows).

As the Super SME for business processes across the branch, this position supports work that will lead to strategic recommendations or program executions involving branch stakeholders. This role must ensure business processes are consistent within our branch delivery architecture (human and technical capabilities) and support improvement to service delivery.
 
 A key success factor in this position is to ensure that initiatives/projects/programs that are being delivered are developed with optimal automation (allowing for maximum self-service capabilities), work delivered with maximum accuracy, and processes that can consistently achieve or exceed Key Performance Goals (KPG) as established.

Additionally, this position will be accountability and joint achievement within the annual committed budget for the branch’s KPI of: IVR/VRU Containment Rates, IVR/VRU Utilization Rates, Average Time Spent in IVR, interaction Average Handle Time (AHT), NPS, Customer Service Reports (CSR) and Change/Program Management effectiveness.
 
Roles & Responsibilities:
  • Manage and lead the Customer Success team in the development and design  of all branch business process management initiatives required to support the approved corporate strategies. 
  • Manage the branch's Customer Relationship portfolio (i.e., RM, Product Design, Loyalty, Sales, etc.), along with the Optimization team to develop, align, and maintain the strategy and execution plan for driving operational excellence and continuous improvement in service delivery excellence.
  • Manage the business process program/project intake requirements and prioritize the intake funnel.
  • Support transformation leadership with planning and execution of strategic initiatives, including developing business cases project roadmaps as required.
  • Oversee all process changes and ensure that all changes fit into the branch's overall business process and technology architecture.
  • Management of the Business Process Design and Modeling team in the development/ maintenance of the business process documentation and technical reference flows (TRF) and standards across the branch and leverage critical knowledge, skills, and abilities in the areas of process improvement, process reengineering, business process transformation, change management, and continuous improvement.
  • Partnering with corporate IT, Training, and Revenue Accounting branches, define tools/training to deliver technology and human capabilities to create a fantastic experience for all users.
  • Investigate escalated problems and situations and their impacts on the business and deliver commercial, fact-based, forward-thinking recommendations for consideration to minimize or eliminate reoccurrence.
  • Responsible for assisting in the development and presentation of fact-based findings, solutions and business cases to senior management both internally and externally.
  • Influence/advocate across the company the business decisions required/related to system improvements, program implementation, modifications, and maintenance to improve customer service/recovery programs/processes across the branch.
  • Facilitate workshops with cross-functional departments documenting current procedures and presenting new program/process designs. 
  • Responsible for identifying opportunities/areas where process reengineering can significantly impact efficiency, quality, and user experience. 
  • As needed, manage a pipeline of business process improvement initiatives and prioritize based on benefit/impact improvement candidate projects by partnering with department leaders, product owners, and business stakeholders.
  • Responsible for mentoring assigned resources of Customer Success professionals to build out internal business process management capabilities within the department.
  • Identify and advise industry leading trends in customer experiences across related competitors/industries by overseeing benchmarking activities
  • Champion the business process mapping across the branch and ensure to have them reviewed for continuous improvement
Leadership Attitudes:
THOUGHT LEADERSHIP  
  • Analysis & Decision Making - Analyzes problems and situations, and their impacts on the business and its global network. Delivers commercial, fact-based, forward thinking decisions.  
  • Strategic Thinking - Brings to life our vision of becoming “A Top 10 Airline in Everything We Do”. Aligns personal and workgroup activities to the organization’s strategic goals and leverages our global network and strength to provide value to our customers. 
RESULTS LEADERSHIP 
  • Customer Centricity - Builds and delivers solutions for internal and external customers that meet and exceed their needs, identifying innovative opportunities that will benefit them, creating value added services, and working in partnership with customers to drive the business forward. 
  • Results Orientation - Manages performance, holding self and others accountable to effectively and efficiently complete work responsibilities. Demonstrates initiative, a strong commitment to achieving meaningful results, and acts on opportunities to create value. 
PEOPLE/PERSONAL LEADERSHIP 
  • Building Collaborative Partnerships - Encourages personal achievement and excellence.  Plays a part in attracting, developing, and retaining top talent.  Ensures that all talent receives mentoring, training, feedback, and development opportunities. 
  • Building Talent - Establishes authentic, genuine and open relationships inside and outside of the organization to build a foundation of influence. Fosters an inclusive culture that makes people feel valued and respected. Works effectively with others across the organization to achieve goals. Ensures that all functions (assigning work, performance management, training and development, succession planning, determining developmental needs, rewarding and disciplining) are conducted in a fair and equitable way. 
  • Adaptability - Responds resourcefully and shows nimbleness when faced with new challenges and demands. Effectively manages the pressures and complexities of various situations. Moves forward positively and productively under conditions of change or uncertainty.

Qualifications

  • Minimum 5-7 years related experience in a management position in an Operational/ Continuous Improvement role.
  • Strong analytical skills, with an attention to detail. 
  • Ability to write product briefs, business plans, business requirements documents and business processing mapping. 
  • Evidence of enterprise-level Business Process deployment and/or Lean Six Sigma philosophy and/or training programs and/or lean implementation initiatives in a commercial setting.
  • Proven abilities to manage changes in a dynamic environment. 
  • Excellent interpersonal skills who can engage and build effective relationships with everyone across the organization.
  • Ability to present complex material/business impacts to executives/senior program stakeholders and negotiate project timelines/trade-offs without compromising the business requirements.
  • High levels of resourcefulness, influence/organizational savvy, execution skills (strategy through implementation), and delivering robust/engaging presentations.
  • Ability to work under pressure on multiple complex projects and tight deadlines. 
  • Strategic thinker who can thrive in a fast-moving, performance-driven environment.
  • Experience in leading and developing a talented, multi-generational, diverse work team.
  • Bilingual – French and English
  • Exposure to the Global Distribution Systems (Amadeus/Sabre/Apollo/Travelport) would be an asset.
  • A detailed understanding/passion for the airline industry within the operational or sales environments would be a strong asset.
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.
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