Air Canada Looking for Service Excellence Delivery Manager at Dorval, QC Full Time

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 Service Excellence Delivery Manager will oversee all training delivery activities of the HR Centre of Excellence team, ensure the training content is align with HRCOE procedures, business processes and performance standards. In addition, the Service Excellence Delivery Manager, is responsible for building, scheduling, delivering, and tracking all HRCOE Training programs to employees. They are a key player in the development and delivery of various internal communications.

Key Functions & Accountabilities: (Responsibilities, Activities, Authority levels, etc.)

• Manage, deliver, and track training programs for the HRCOE department.
• Work with managers in identifying additional training scheduling opportunities in alignment with team member performance and operational needs.
• Identify any specific problems & consult with the Manager, Service Excellence & Delivery to adjust training programs as required.
• Schedule, track & deliver a top-of-the-line onboarding program.
• Deliver the implementation of new processes and procedures by training all required groups.
• Identify & assess current & future training needs through job analysis, career pathing, etc.
• Monitor & evaluate training delivery effectiveness, success, surveys & ROI.
• Identify opportunities for ongoing development.
• Maintain a solid understanding of training trends, developments & best practices.
• Assist with maintaining all training and process documentation material.
• Advises on the different HR process, policies, and systems such as (Taleo, People Soft and ServiceNow, etc.).
• Support any new hires with systems access, equipment or any other support required.
• Communicate the different changes in programs and policies to the team by maintaining a monthly calendar of activities and meetings.
• Work closely with teams to drive overall communications strategy, narrative, and support specific initiatives
• Develop and edit creative content and corporate materials including newsletters, presentation and video scripts, and messaging
• Leverage industry best practices and innovative approaches to engagement

Qualifications

• Bachelor’s degree (an asset)
• Strong planning, organizational and problem-solving skills
• Excellent presentation, delivery, and communication skills
• Ability to lead and influence through change management
• Solid verbal and written communication skills
• Ability to think strategically and prioritize in a fast-paced environment.
• Excellent knowledge of Microsoft Office (Excel, Word, Project, Visio, PowerPoint)
• Experience executing, tracking, and delivering training,
• Experience executing and delivering communication process improvements.
• Bilingual (French & English)
• Proficiency with HR applications and knowledge of its capabilities
• Detail-oriented and ability to effectively manage time and competing priorities
• Ability to establish and maintain effective working relationships with co-workers, stakeholders, and vendors.
• Experience in recruitment or employee care (an 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.
• Mandatory Covid-19 Vaccination Required

Linguistic Requirements

Bilingual (English and French)

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.