At a Glance
- Tasks: Lead process improvements to enhance customer service and operational efficiency.
- Company: Join Air Canada, the top airline in North America, and be part of a legendary team.
- Benefits: Full-time role with competitive salary and opportunities for career growth.
- Other info: Bilingual candidates preferred; enjoy a vibrant workplace culture.
- Why this job: Make a real impact on customer experience in a dynamic aviation environment.
- Qualifications: 3 years in customer recovery or call centre operations; strong business acumen required.
The predicted salary is between 72000 - 88000 $ per year.
- Join to apply for the
- Chef des Méthodes de gestion / Business Process Manager role at
Air Canada .
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Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America.
Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.
The Business Process Manager reports to the Manager Customer Success and is part of the Customer Success team and the Branch shared services group.
A key contributor to the Branch shared services team and ambassador of Business Process Management and Change Management expertise within the Branch.
This position is responsible for championing process simplification or removal of complexity from existing processes to achieve optimal output or an elevated customer service.
They will also work on designing, modelling, and documenting for the operationalization of regulatory (amendments/new) initiatives that directly affect the customer service/customer recovery programs across the multi-department, multi-location operational network that comprises the Contact Centres Branch.
Requirements
- Well-developed business acumen and proven stakeholder consultative approach.
- 3 years of experience within a Call Center/Customer Recovery Operational environment.
- Strong computer skills in using the MS Office Suite (Word, Excel, Project, Power Point, Visio).
- Advanced understanding of robust Business Process Mapping/Flows.
- Highly self-motivated and able to work independently or as part of a team.
- A critical thinker who can challenge stakeholders on new approaches/ideas and bring an operational excellence perspective.
- Exposure/understanding of the enterprise systems deployed by Air Canada within the Call Centres/Customer Recovery or Baggage Claims.
- University Degree or equivalent.
Based on equal qualifications, preference will be given to bilingual candidates.
Please refer to the Air Canada Careers page for full job details.
- Seniority level
- Not Applicable
- Employment type
- Full-time
- Job function
- Management
- Industries
- Airlines and Aviation
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Chef des Méthodes de gestion / Business Process Manager in Dorval employer: AIR CANADA
Air Canada is an exceptional employer that prioritizes innovation and employee growth, particularly in the dynamic field of cloud infrastructure and DevOps. With a commitment to fostering a collaborative work culture, employees benefit from ongoing professional development opportunities and the chance to lead transformative projects that shape the future of aviation technology. Located in a vibrant industry hub, Air Canada offers a unique environment where your contributions directly impact operational success and customer satisfaction.
