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International Operations Training Manager - Above The Wing - United Kingdom or European Union - 21989

Location: United Kingdom
Posting Start Date: Jan 8, 2019
Posting End Date: Jan 22, 2019


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.


The Customer Service Training Team is looking for a dynamic, proactive and motivated individual, who will use excellent communication and organizational skills to develop and deliver customer service training programs This position is also accountable for the development of customer service processes. The scope also includes managing train-the-trainer sessions and station start-up activities. Participation to station quality audits is also required. This position reports directly to the Manager General Operations, Training. The position requires 70 – 80 percent traveling.

  • Manage, develop and deliver cost effective customer service training to Air Canada employees, as well as Ground Handling employees within the International Branch.
  • Manage all pertinent Above the Wing training activities for the Branch.
  • Participate in the development, coordination and implementation of any new product initiatives (eg: New Business Model, Electronic Ticketing, Web check-in, Ticketing…), change in handling requirements or introduction of new processes and procedures related to Customer Service.
  • Coordinate annual or recurrent training modules that are designed to forecast optimal training delivery.
  • Monitor and evaluate Corporate procedures on an ongoing basis to determine applicability and ensure their relevance prior to implementation.
  • Communicate training delivery feedback on successes, failures, suggestions and suggest improvement or change where applicable
  • Ensure programs are delivered in accordance with Transport Canada Regulations, Air Canada Corporate Standards, Airports (International and North America) and Commercial for consistency
  • Track keeping of all training programs and up-to-date modules, including related exams, bulletins and handouts
  • Manage seasonal and new station start-ups.
  • Ensure efficient training delivery based on system enhancements to fulfill Air Canada and Ground Handling companies contractual obligations.
  • Develop training strategies pertaining to training delivery
  • Liaise with the Training Team and support the operation.
  • Ensure effective and timely communication within the team 
  • Available to assist and/ or lead Above the Wing quality audits at various International locations.
  • Support the planning and acquisition of all local training supplies to support training plans while maximizing cost efficiencies.
  • Supports or participates in internal or external audit activities
  • Be a Brand Ambassador for Air Canada and promote its Corporate Values and Flight Path.


  • Sound and recent knowledge of Air Canada processes
  • Must be willing to travel frequently, for various periods of time (normally up to 2 weeks consecutive weeks per month)
  • Flexible to adapt to last minute schedule changes for on-site training delivery
  • Strong knowledge of Qik check, Reservation, DCS system, fares and ticketing.
  • Knowledge of Airport operations an asset
  • Must demonstrate drive for excellence and commitment and ‘can do’ attitude
  • Must demonstrate flexibility and ability to think creatively in a challenging operational environment
  • Proven ability/ track record in managing multiple tasks, projects on a day-to-day basis
  • Strong leadership and people management skills
  • Strong commitment to teamwork and simultaneously be self-reliant
  • Numerate and literate with PC skills including Powerpoint, Excel and Word is a requirement
  • Excellent verbal and written communication skills in English is required.
  • Additional languages are an asset.
  • Ability to work under pressure and handle stressful situations efficiently
  • Sound knowledge of adult learning methodologies
  • High regard for safety
  • Excellent facilitation skills
  • Highly flexible and adaptable
  • Ability to work independently with minimal supervision
  • Previous experience in a training environment
  • Bachelor of Education or similar certification, a definite asset



Based on equal qualifications, preference will be given to bilingual candidates.


Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.