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Manager, Crew Productivity - 35479

Location: DORVAL, QC, Canada
Posting Start Date: Apr 12, 2024
Posting End Date: Apr 21, 2024


Job 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.

The Manager, Crew Productivity oversees attendance and reliability programs for IFS, managing a team responsible for 8500 crew across four bases (YVR, YYC, YYZ, and YUL). They handle crew productivity and nationwide attendance programs, including call center management and various return-to-work programs. Additionally, they oversee key performance indicators, report creation, and financial targets for the branch.

Accountabilities (Responsibilities): 

  • Manage the Attendance and Crew Productivity team across the In-Flight Services (IFS) bases.
  • Oversee the 24/7 Crew Productivity Call Center operations that manages all book-off and book-on processes as well as document retention of events and outcomes. Accountable to provide leadership and design and implement strategies and policies that improve cabin crew productivity, reliability, and accountability in return to work (RTW).
  • Lead the design and implementation of the IFS Bases programs, processes, and manuals in accordance with prescribed regulatory provisions and the collective agreement.
  • Ensure that consistent application of programs/processes are applied and adhered to including individual case handling and outcomes. 
  • Create opportunities for continuous improvement, cost reduction and a safe and early return to work.
  • Responsible to track and measure absenteeism, reduce absences and work-related injuries and design Return-to-Work Programs. Responsible to achieve budget and productivity targets and supporting crew members with care and class. 
  • Maintain close relationships with Disability Management, Labor, OHS, Crew Scheduling, and Health and Safety when developing policies affecting attendance programs.
  • Ensure the medical certificate validation process and other attendance processes are consistent across the IFS Bases.
  • Act as the branch representative when managing Med Aire relationship and manage overseas administrative processes including layover handling, in-house visits, hospital care, and medical requirements. Bridge Med Aire process with Air Canada’s Crew Productivity Call Center processes when dealing with sick and/or injured crew overseas. 
  • Act as the contact for CUPE when any concerns arise with any of the above programs.
  • Liaise with and build a strong working relationship with Occupational Health Services and review concerns as they arise, conduct follow-up and consult/review on policy changes.
  • Assist the bases with case management meetings for all absences. 
  • Effectively manage costs associated with the misuse of the sick leave plan.
  • Ensure the Crew Productivity Team is identifying pattern absenteeism for the Performance Team to manage appropriately.
  • Effectively utilize all attendance programs, extract, and analyze data, and ensure detailed plans of action are in place towards reducing absenteeism, identifying misuse of programs, and reducing overall costs.
  • Track, trend, and analyze the Crew Scheduling incident reports related to absenteeism.
  • Oversee the direct team’s performance when dealing federal and provincial boards when it comes to accommodations and compensation. 
  • Assist the Legal Department with all investigation requests in relation to Human Rights and Labour Code analysis. 
  • Manage all grievances related to absenteeism at the regional and national levels. Assist with investigation and production requests when managing policy grievances. 
  • Work with Labour Relations on developing robust methods to manage crew productivity. 
  • Attend monthly review of Arbitrations and provide subject matter expertise in all matters of crew productivity, absenteeism management, and handling of individual files. 
  • Ensure that risks related to any attendance programs are addressed, root cause identified, and corrective measures implemented with consultation of other departments. Ensure a 3-year forecast of absenteeism patterns and hard hours is developed alongside finance, crew planning, and senior IFS leadership and propose measures to achieve targets based on actual contexts. 
  • Work in conjunction with the Disability management team to identify, review fraudulent injury and attendance claims.
  • Conduct Quarterly meetings with Union/Manion/Disability Management.


  • Minimum 5-10 years of experience in corporate attendance or managing absenteeism programs, employee wellness, or related areas. 
  • Bachelor’s degree in Human Resources, Business Administration or related field, or equivalent years of experience. 
  • Proven leadership abilities with experience leading cross-functional teams and driving change initiatives. 
  • Strong analytical skills with the ability to interpret data and trends to inform decision-making.
  • Knowledge of relevant employment laws and regulations related to attendance management and employee rights.
  • Experience interpreting collective agreements, managing a unionized workforce and working with union representatives.  
  • Must be proficient with the Microsoft Suite of products, including strong skillset in PowerPoint and Excel.
  • Strong written and verbal communication skills including presentation skills.
  • Strong empathy and emotional intelligence, with the ability to understand and empathize with employees facing personal or health-related challenges.
  • Proven ability to handle sensitive situations with tact, discretion, and compassion.
  • Experience developing and implementing programs to support employee well-being and mental health.
  • Genuine commitment to caring for the holistic needs of employees and fostering a culture of support and compassion within the organization.
  • Extensive airline experience, and advanced knowledge of In-Flight Service branch procedures/programs and technology is considered an asset.
  • Knowledge of PeopleSoft, NetLine, Report Link, a strong asset.

Working Conditions: 

  • The incumbent will work in a fast-paced and dynamic environment, requiring the ability to handle multiple priorities and navigate challenges. Strong adaptability, resilience, and a customer-centric mindset are crucial for success in this role.

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.