Senior Operations Manager, Surrey and Wheelchair Replenishment Program (SWRP)

About Us

At Fnyx Aviation Services, we carry a global flag for aviation services here at home. Fnyx Aviation Services combines world-class aviation support service experience with local market expertise. Our company is built on a rich 30-year history of diversified operational support services in Canada and incorporates global aviation leadership experience.

At Fnyx Aviation Services the pillars upon which we have built our corporate vision align with the principals of global best practice in aviation support services:

- Efficiency in Service
- Excellence in Customer Experience Delivery
- Innovation
- Consistency
- Safety
- Value

No matter what the engagement, at Fnyx Aviation Services, our people:
- Are outgoing, engaging, empathetic and have integrity.
- Understand the big picture.
- Think critically and are action oriented.
- Are Knowledgeable and Capable

Above all else, Fnyx Aviation Services believes in family values as a guiding principle. These values are central in the history and success of our company and will serve at the core of Fnyx Aviation Services moving forward.

Reporting to the VP Aviation Services and working closely with the Greater Toronto Airports Authority (GTAA), the Senior Operations Manager oversees operations of the Surrey and Wheelchair Replenishment Program (SWRP).

Duties and Responsibilities

· Direct and manage all aspects of operations for the contract of Surrey and Wheelchair Replenishment Program Services including passenger assistance and asset replenishment.

· Develop and implement strategies that drive process improvement initiatives to improve customer experience and operational efficiency.

· Develop and implement business activities, policies, goals, objectives and procedures.

· Ensure service-related plans, procedures and protocols are communicated to the team and are always accurate and kept up to date.

· Manage and monitor the daily provision of Wheelchairs, Special equipment & Surreys for the Surrey and Wheelchair Replenishment Program Services.

· Manage the dispatch office (operations control center). Direct,



motivate and coach the Dispatch team members.

· Monitor and review key performance indicators (KPIs), manage service quality and efficiency through daily observations, monitoring performance reports and taking immediate corrective actions, whenever required.

· direct the equipment maintenance programs, safety and quality programs.

· Ensure service delivery to customer airlines, in accordance with service level agreements.

· Ensure that the team complies with all safety, security, quality standards and procedures.

· Report and investigate all incidents and take immediate corrective actions.

· Identify required performance improvements by analyzing data, best practices, operational trends and engage the team in formulating solutions/ and/or recommendations and oversees the planning and execution of initiatives that improve the operation and passenger experience.

· Establish, maintain and promote effective working relationships with both internal, external customers and other stakeholders.

· Work in close coordination with Shift Managers and People and Culture department to provide conducive environment / support to the team.

· Provide training and development support to People and Culture to ensure all staff demonstrates knowledge of the core activities, standard operating procedures and protocols

· Anticipate, identify, and resolve service and operational issues with a results-oriented approach to performance.

· Collaborate as needed with qualified services counterparts, ground handlers and airlines in customer success to ensure we deliver a cohesive service experience.

· Report and investigate complaints received and oversee the service recovery procedures.





· Prepare and submit monthly status reports to external stakeholders using statistical data, transactional data and analyze the monthly performance results in accordance with the service level standards.

Qualifications:

· Degree or Diploma in a related field, or equivalent combination of education, training, and experience.

· Minimum 5 years prior management experience in aviation industry preferred, or proven experience in a leading role within the Aviation Industry

· Previous experience in inventory management, operations, customer service, administration and public relations.

· Demonstrated record of successful team management.

· Strong ability to build team culture, resolve conflicts, and drive high-performance teams

· Proficient skills in Microsoft Office (Excel, PowerPoint, Word).

· A proven track record of success and accomplishments that demonstrate critical thinking ability and initiative.

· Excellent written and oral communication skills.

· Ability to efficiently summarize and present data in a usable format.

· Ability to think quickly, act quickly, multi-task and manage conflicting priorities.

· Be driven by data, and have strong analytic, quantitative, and problem-solving skills.

· Strategic thinker and problem solver.

Job Type: Full-time, Permanent

Salary: $80,000.00 per year

Schedule: 8-hour shift

Please apply in confidence to:

Christopher Winter

People and Culture Generalist [email protected]

Please quote “Senior Operation Manager, Surrey and Wheelchair Replenishment Program” in the subject line

We would like to thank all applicants, but only those invited to interviews will be contacted. No phone calls please.

Fnyx Group strives to create a respectful, accessible, and inclusive work environment. Upon individual request, the hiring process will be modified to remove barriers to accommodate those with disabilities. Should any applicant require accommodation through the application, interview, or selection process please contact. [email protected] for assistance.

Pay: $79,500.00-$80,000.00 per year

Benefits

- On-site parking

Work Location: In person

📌 Senior Operations Manager- Fnyx Aviation CORE (Mississauga)
🏢 SOLARIS DISINFECTION
📍 Mississauga