FUNCTION : The Station Supervisor, YOW is a member of the Airport Operations leadership team and is responsible for Porter’s aircraft turn performance, passenger service experience, ground handling, and team member experience at the YOW Station.
The Supervisor is accountable for the station’s consistent execution to defined safety, commercial, operational, passenger service and employment standards.
Identifies and eliminates barriers to reduce station-controllable delays and works cross-functionally to reduce system controllable and uncontrollable delays.
Works diligently to achieve a safe and accident-free operation. Regularly engages with team members to foster their commitment to Porter’s success.
Constantly seeks ways to drive operational efficiency while supporting team members and passengers.
Works cross-functionally to ensure team members have the necessary tools, training, processes and resources to achieve the team’s targets and metrics.
Is responsible for building and sustaining a high-performance culture of teamwork, commitment to service and operational reliability throughout YOW , with significant focus on actively developing the leadership capabilities of the group’s Leads and action-oriented teamwork among Team Members.
As a member of the Station’s leadership team, the Supervisor participates to provide 7-day-per-week, in-station leadership coverage, and is actively engaged in the station operation during peak passenger hours of the day and during irregular operations.
DUTIES AND RESPONSIBILITIES :
Leads and supervises YOW passenger service functions. Works closely with all station team members to ensure consistent delivery of the passenger experience to defined service standards and to achieve aircraft turn performance to defined safety and operational standards.
Works across the organization to remove barriers so team members are able to achieve these core above-the-wing functions.
Leads and supervises YOW ramp functions. Works closely with all station team members to ensure consistent execution of defined safety and operational procedures to achieve aircraft turn performance and baggage service standards.
Is diligent about maintaining a safe and accident-free environment. Works across the organization to remove barriers so team members are able to achieve these core below-the-wing functions.
As a member of the Station Leadership Team, participates in 7-day-per-week, in-station leadership coverage (overseeing operations and passenger interactions at the check-in counter, at departure gates and on the ramp), with hours focused on peak passenger times.
The expectation is that the Supervisor is to spend 80% of their day engaged with the team and the operation.
higher during peak travel periods or if core operational, service, and safety metrics are not being regularly met.
Oversee local administrative support team members to handle the station’s administrative support needs. Cross-trains administrative support to augment CSR team during extreme irregular operations, during staff shortages and during low season operations.
Works closely with the Manager, Learning and Development and People & Culture to proactively manage all aspects of team member resources to maintain the trained headcount needed to support operational reliability and service targets while ensuring the most efficient scheduling of resources that achieves budgeted labour costs.
Actively works to maintain healthy team member engagement levels.
Works with Porter GSE Maintenance and third party suppliers to ensure ground service equipment (GSE) are properly maintained, safe and reliable to support YOW operations.
Assists in the preparation of business cases for the necessary investments to reach and sustain operational performance.
Collaborates with the Learning and Development department to support the training of YOW team members.
Develops and maintains a climate that attracts, retains, and motivates top talent; ensures proper succession planning and talent development for airline’s mission critical roles.
As part of the regular course of daily operations, engages with team members, in the operation, to develop talent skills, including operational decision-making, critical thinking, adherence to standards, and problem solving.
understands and promotes the Company’s Safety Policy.
BEHAVIOURAL COMPETENCIES :
Concern for Safety : Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork : Working collaboratively with others to achieve organizational goals.
Passenger / Customer Service : Providing service excellence to internal and / or external customers (passengers).
Initiative : Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus : Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication : Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Exemplifying Integrity : Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.
Inspiring Others : Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.
People Leadership : Assuming a leadership role in helping others achieve excellent results.
Leading Change : Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.
10 years of experience in customer service and / or ground handling
5 years of supervisory experience
Able to obtain and hold all required security clearances
College degree or equivalent industry experience
Able to effectively manage and plan resources, time and people
Able to work irregular hours
Able to lead under pressure
Strong leadership and communication skills
Valid G2 or G Driver’s License with a clean driver’s abstract
Ability to communicate and correspond clearly and precisely in English (Required)