Position Summary
Reporting to the Vice-President of Commercial Services, the Director of SOCC is responsible for the safe and efficient dispatch of aircraft and oversight of commercial operations.
The Director of SOCC will lead a high-performing and professional SOCC department and ensure that aircraft dispatching is conducted in accordance with Transport Canada regulatory requirements, industry best practices and corporate safety, performance and customer service objectives. The Director of SOCC will oversee departmental policy and procedures with respect to system data accuracy for the efficient and effective dissemination by front-line operational Management.
Personal Characteristics
Collaborative and solution-oriented leader with demonstrated expertise in managing high-performing operational teams.
Promotes a solution-oriented customer-centric culture and empowers the SOCC Manager and Duty Manager(s) to make informed decisions that balance customer service objectives against corporate fiscal objectives with an unwavering dedication to safety.
Passionate, motivated, self-starter who can establish and, through effective leadership, implement clear operational and strategic objectives.
Demonstrated leader with ability to build long-term relationships with colleagues, staff, customers and other internal and external stakeholders.
Demonstrated ability to lead and empower teams to challenge status quo, by actively and visibly sponsoring change, fostering innovation, embracing simplicity, optimism and a positive mindset.
Proven leader with expertise in developing and implementing strategic programs, initiatives and LEAN solutions that deliver operational and service excellence for internal and external stakeholders.
Focuses on strategic goals and creates team alignment with them. Ensures as a leader to empower and coach employees to develop ways of achieving the organizational, team and individual goals.
Solution oriented, clear and effective customer-centric communicator, with ability to identify, assess and de-escalate difficult or complex situations.
Promotes organizational mission and goals and leads through example and influences positive workplace culture promoting organizational objectives.
Embraces technology innovation to create efficiencies to improve productivity and enhance customer experience.
Highly flexible, with the ability to respond quickly in a dynamic environment.
Professional and respectful, with a positive work attitude.
Timely with a high level of commitment to on-time performance is essential.
Motivated with the ability to work independently and as part of a team.
Effective verbal and written communication skills.
High level of respect, understanding, and regard for First Nations communities.
Able to think critically and act logically to evaluate situations and provide sound judgment.
Strong leadership and supervisory skills.
Superior time management skills, multitasking skills, and the ability to prioritize tasks.
High level of integrity, confidentiality and accountability.
Strong problem solving and analytical skills.
Able to effectively train and develop personnel within their department.
Willing to take initiative to make personal and organizational improvements.
Key Responsibilities and Accountabilities
Responsible for the safe, regulatory compliant and efficient operation of SOCC including oversight of all policies, procedures and work instructions.
Works collaboratively with SOCC and Corporate Administration to ensure that data input into SOCC software systems can be effectively utilized in analytical reporting including the automatic generation of daily reports.
Leads a collaborative and efficient SOCC work environment harmonizing all resources, processes and procedures into a combined and cohesive performance and customer-centric environment.
Creates a respectful environment that stimulates culture of safety, performance, customer service and efficiency that encourages employees to realize their maximum potential and professional development.
Ensures that staffing targets are achieved and ensures that departmental managers have the tools, resources and equipment to successfully lead their teams and execute high-performing operations.
Supports the review, identification, selection and implementation of SOCC software systems and ensures that SOCC software systems are up-to-date.
Learn and become proficient with current SOCC software systems to assist department managers in creation of procedures and auditing of systems
Manages the performance and on-going review of existing third-party service vendors and supports the tendering of new third-party vendors.
Supports special strategic and operational projects.
Perform other duties as assigned.
Minimum Education, Experience and Certifications
High school diploma or General Education Degree (GED) equivalent
Indigenous and Cultural Awareness Training considered an asset
Must be able to obtain and maintain any applicable transportation security clearances and additional authorizations
Post-secondary education or equivalent experience
Minimum three years of Management experience
Previous experience with Airline Management software considered and asset
Highly proficient in the Microsoft Office suite of applications
Exceptional organizational skills and multitasking required
Working Conditions
Physically able to perform all listed job duties
Travel by aircraft and other means as required by role
Work performed primarily in an office environment
Manual dexterity required to use desktop computer and telephone
Flexible working hours including evenings and weekend availability
Ability to attend and conduct presentations
Fast pace and high energy environment; contact with staff and the public
Methods and procedures described or implied in the job profile may be altered to accommodate employees.
