Job Summary:

The Ops Lead plays a critical role in ensuring smooth operations during irregular situations, such as flight delays, cancellations, or other disruptions. This position requires excellent communication skills, attention to detail, and the ability to work well under pressure.

Duties & Responsibilities:

• Monitors flight schedules and proactively identifies potential irregular operations (IROP) situations. Actively communicates with other stations and their operational leadership. Communicates with SOCC as required.
• Acts as a central point of contact for coordinating responses to IROP situations in YUL coordinating interline operations, including flight connections, ticketing, and baggage handling. Actively reduces instances of mis-connects both in and outbound from YUL
• Liaises with partner airlines and ground handling agents to ensure timely and efficient handling of interline passengers and baggage.
• Assists passengers with rebooking and rerouting in the event of flight disruptions or irregular operations.
• Communicates with internal stakeholders, including NOCC, Interlines desk, airport staff, other stations to coordinate operational responses.
• Liaises with external partners, such as ground handlers, groomers, catering, airport authorities and other airlines, to manage IROP situations effectively.
• Implements contingency plans and make real-time decisions to minimize disruptions and ensure the safety and comfort of passengers, with the aim to reduce misconnections.
• Provides timely updates and information to affected passengers regarding flight status, rebooking options, and other relevant details.
• Documents and reports on IROP incidents, including root causes, actions taken, and lessons learned. Actively working wtih Station Leadership to improve processes
• Assists in developing and implementing strategies to improve operational resilience and minimize the impact of IROP situations.
• Participates in training and development activities to enhance skills and knowledge related to IROP management and airline operations.
• Hotel management for distressed passengers
• Stay updated on industry trends, regulations, and best practices related to interline operations and customer service.
• Other duties as required

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.

Qualifications:

• 1-3 years airline experience required
• Knowledge and proficiency in airport resevation systems, Microsoft Office Outlook, Word, Excel, etc.
• Coordinator or supervisory background preferred
• Lead relief experience an asset
• Bilingual (English/French)
• College level education preferred
• Duties require professional and superior verbal and written communication skills
• Positive track record of establishing/maintaining positive and cooperative working relationships with others
• Dependability (must have a good attendance record and reliable on-time reporting for work)
• Excellent oral and written communication skills
• Must be flexible and adaptable on a day to day basis and flexibility to work a variety of shifts
• Ability to problem solve and make decisions to enhance organizational effectiveness
• Excellent time management and multi-tasking skills
• Attention to detail; the capacity to prioritize by assessing situations to determine urgency.

Company Description: