Operations Supervisor YWG

Main Accountabilities

• Responsible for the day-to-day operational performance, safety, security, and customer satisfaction of the product through effective support and management of delivery areas.

• Consistently deliver the highest possible level of customer service at all times.

• Ensure the airline's product is delivered consistently in accordance with demanding service-level standards and on-time performance targets for our customer airlines.

• Be proactive in all areas by forward planning and taking responsibility for the job in hand.

• Actively provide support, guidance, and encouragement to work colleagues.

• Fully comply with the Health & Safety Act when carrying out duties, ensuring that safety is never compromised.

• Promote a professional image at all times by applying the Company Uniform Standards.

• Follow all processes involved in Triple A Regulations.

• Understand and operate all equipment effectively and correctly, in line with the relevant training provided.

• Ensure full compliance with and implementation of the following at all times:

  • Airline Handling Manuals

  • Airport Disruption Management Policy

  • Customer Service Promise

  • Communications Promise

• Ensure tasks are performed in accordance with Company and airline-specific procedures and policies.

• Attend all mandatory training required by the Company and airlines, as applicable to the job role.

• Process questions, queries, and grievances in a professional and confident manner.

• Ensure the safe and correct control of all resources involved in the fuelling operation.

• Comply with all applicable regulations and requirements of local Airport Authorities.

• Actively provide support, guidance, and encouragement to work colleagues while promoting an open reporting culture.

• Safeguard the health, safety, security, and welfare of staff, customers, and other visitors, in full compliance with the Company's Health & Safety Policy.

• Ensure investigations are conducted into any incident, accident, non-conformity, or service delivery failure, with appropriate corrective actions established, implemented, and maintained.

• Work closely with GSE-responsible personnel to ensure active and effective GSE management, defect reporting, and GSE checks.

• Ensure that no abuse or misuse of Company property occurs.

• Ensure the department consistently follows appropriate Human Resources processes and that relevant Company policies are implemented and maintained at all times.

• Closely monitor absenteeism and implement improvement plans when necessary.

• Perform any other reasonable duties as requested by any direct or indirect manager.

Qualifications and Experience

• Proven leadership skills and experience, with a demonstrated ability to lead, coach, and develop team members.

• Must be a minimum of 18 years of age and legally authorized to work in Canada.

• Must hold a valid driver's licence and a valid DA.

• Well-organized, with meticulous attention to detail and accuracy, and able to work independently, take initiative, and meet specific deadlines.

• Ability to recognize and address challenges promptly and efficiently.

• Extensive experience in fuelling operations, with a strong understanding of operational departments.

• Familiarity with GOMs, airline procedures, airport procedures, and applicable airport legislation.

• Fully versed in international aviation safety and security standards, with a strong commitment to promoting these standards within the organization.

• SLA-driven, with a strong focus on meeting customer expectations and delivering excellence.

• Strong stakeholder engagement skills, including experience working with customers, airport representatives, local CAA, and third-party service providers.

• Ability to develop teams, support succession planning, and re-engineer business processes in response to changing business needs.

• Ability to develop, implement, and monitor improvement plans, including appropriate follow-up processes.

• Ability to identify productivity efficiencies and inefficiencies and adjust operational requirements based on the operational dynamics of the station.

• Adaptable and comfortable working with a multinational workforce and collaborating effectively with local unions.

• Ability to prepare comprehensive reports for senior management.

• Ability to work effectively under pressure and meet tight deadlines.

• Excellent written and verbal communication skills, with the ability to communicate effectively with employees, management, customers, and external organizations.

• Must be flexible and adaptable to changing demands, circumstances, and weather conditions.

• Calm, professional, and approachable manner.

• Knowledge of local labour legislation is considered a strong asset.

• Must be available and flexible to work variable shifts, including weekends and holidays.

• Must be able to lift up to 70 lbs. when required.

• Must be able to obtain and maintain all required security clearances.

• Computer literate, with proficiency in Microsoft Word and Excel.