Job Summary
The Hub Manager, Ottawa (YOW) is a member of the Airport Operations leadership team that is responsible for Porter’s aircraft turn performance, passenger service experience, and ground handling at the YOW Hub.
The Hub Manager 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 leaders and team members to foster their commitment to Porter’s success. Meets defined financial performance targets. Constantly seeks ways to drive operational efficiency while supporting team members and passengers.
Works cross-functionally and with stakeholders outside the Porter organization 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 and commitment to service and operational reliability throughout YOW, with significant focus on actively developing the leadership capabilities of the group’s Leads, Supervisors and Manager(s).
The Hub Manager ensures 7-day-per-week, in-station leadership coverage, with management actively engaged in the station operation during peak passenger hours of the day and during irregular operations.
Duties & Responsibilities
- Leads and manages YOW passenger service functions. Works closely with station leaders to ensure team members consistently deliver passenger service to defined standards and achieve aircraft turn performance. Works across the organization to remove barriers so team members are able to achieve these core above the wing functions.
- Manages YOW ramp relationship in conjunction with the ground handler partner. Works closely with their station leaders and management to build and maintain a strong relationship and to maintain a safe and accident-free environment at all times. Works across the organization to remove barriers to enable our handling partner to be successful.
- Maintains weekly leadership schedules to ensure 7-day-per-week, in-station management coverage (overseeing operations and passenger interactions at the check-in counter and gates), with hours focused on peak passenger times; leadership schedules are to meet established expectations of manager’s operational engagement 65% of their day and supervisors 80% of their day.
- Actively engages with operations, passenger interactions and team member coaching at the check-in counter, at departure gates and on the ramp 50% of their day; higher if core operational, service, and safety metrics are not being regularly met.
- Manages YOW Central Baggage while ensuring consistent operational coverage and metrics surrounding baggage delivery and mishandled bag processing. Works closely with Call Centre and Customer Relations teams on post travel concerns connected to baggage.
- Manages local administrative support team to handle the station’s administrative support needs.
- Collaborates with Manager, Catering Operations to enable consistent and reliable aircraft turn performance.
- Works closely with Manager, Learning and Development; Manager, Airport Operations Process Excellence; Senior Financial Analyst, Airport Operations; Technical Operations and People and 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.
- Actively works to maintain healthy and effective labour union relationships. Actively manages grievance procedures and ensures company and workforce compliance with any labour agreements.
- Conducts regular (weekly) operational metric and business reviews with station leaders to maintain operational performance, identify trends for corrective action and proactively manage human resource issues. Establishes and monitors station audit practices to ensure compliance with safety, reliability, service and regulatory standards and guidelines.
- Conducts regular (quarterly) reviews of station leadership performance, including objective setting, performance evaluation, and professional development plans. Recognizes successes, builds action plans for opportunities, manages leadership talent pipeline for succession planning.
- Establishes 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.
- Works with the YOW Airport Authority to ensure operational or financial barriers are removed that might impact day to day operations.
- Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; 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.
Qualifications
- University degree
- 5 - 10 years operations management experience
- Excellent interpersonal and leadership skills
- Able to lead under pressure
- Able to effectively plan and manage resources
- High standard of personal integrity
- Superior oral and written communication skills
- Proficient in Google office suite
- Flexibility with work schedule and ability to work irregular hours
- Able to hold all required security clearances
- Able to communicate and correspond clearly and precisely in English
Location
Ottawa (Ottawa Macdonald-Cartier International Airport - YOW)
Company Description
Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.
