Director, Hub Administration

Director, Hub Administration – YYZ

Reporting to the Managing Director, Global Hub Operations – YYZ, the Director, Hub Administration – YYZ will be responsible for the leadership and overall management of the Administration, Hub Customer and Baggage Flow and Deployment departments at Air Canada’s YYZ Global Hub. This role will drive a strong culture of safety, internal and external customer service and operational excellence. This role will also be accountable for the support, execution and development of departmental plans to support Air Canada’s transformative strategy.

• Accountability for overall performance of the Administration, Hub Customer and Baggage Flow and Deployment departments at the YYZ Global Hub.
• Leads the local departmental support, execution and development of the Airports transformative vision in the hub. This plan transforms the ways of working in-terminal and in baggage handling, leveraging self-service and automation. This unlocks efficiency and allows for a focus on customer experience.
• Assume leadership of hub planning initiatives to implement strategies and support future hub growth.
• Drive strategic growth plans with a focus on operational strategies and achievement of all station KPI deliverables.
• Develop and analyze flow models for airport throughput points and connections.
• Benchmark global airlines for best practices at their major hubs (facilities and processes).
• Represent Air Canada at airport authority and local government agency meetings regarding hub development / terminal improvements.
• Be the key contact for Corporate Real Estate, Network Planning, Corporate Scheduling. CJM, Finance, Workforce Planning, Strategic Purchasing, GSE, Fuel and Marketing for all initiatives related to developing the hub.
• Oversees all 3rd party contracts at the hub.
• Oversees the Global Hub Customer and Baggage Flow processes and teams.
• Lead a cultural transformation to support employee‑centric internal customer service excellence at the hub.
• Provides leadership to ensure hub facilities are upkept and modernized.
• Engage in the development of the hub staffing plan and responsible for consistently executing the short term and “day of” Airport staffing plans, strategies, and processes in support of achieving all operational and customer service goals. The individual will also be responsible for harmonizing various Workforce planning strategies which oversees 2000+ unionized front‑line employees governed by the IAM and Unifor Collective agreements.
  
  The individual will be responsible for dynamic change of operations and right sizing resources for optimal customer experience.
• Collaborate with In-Terminal Operations, Airside Operations, Hub Control Centre leaders and other branch teams to implement initiatives related to developing the hub.
• Communicate short to medium‑term constraints. Lead and develop mitigation strategies.
• Optimize the deployment of the commercial schedule and ensure the needs of our customers and employees are maintained and that processes are seamlessly integrated into any new or changed facilities.
• Drive accountability for revenue enhancement and cost containment.
• Lead the implementation of station plan ensuring targets and plan methodologies/requirements are achieved.
• Accountable to elevate the customer experience from an airport’s perspective and drive excellence across key metrics (including Safety, GO, OTP, A14, schedule completion, Baggage performance, NPS and colleague sentiment) in the station. This role proactively seeks out solutions to operational problems.
• Accountable to maximize operational performance including through periods of peak volume or IROP.
• Provides leadership, oversight and direction to a team of direct Air Canada unionized employees and management.
• Responsible to empower operational leaders to enable them to run the day‑to‑day operations, removing the need for unnecessary escalations.
• Creates strong relationships with unions, government agencies, industry partners, vendors and airport authorities at their location.
• Responsible to manage the departmental operating budget.
• Ensure ongoing compliance with regulatory and other requirements of the relevant…