Manager, FBO Operations in Richmond

Skyservice is the North American market leader in business aviation. Built on the key principles of safety and service excellence, we offer full-service support and expertise in aircraft management, charter, maintenance, and sales from our fixed-based operator services across Canada and the United States. People and values are inseparable assets that fuel our commitment to Quality, Safety, Respect, Commitment, and Efficiency.

Here at Skyservice, we are continuing to grow and provide high-level service to our clients, expanding our footprint and name throughout the Americas. You will bring strong attention to detail and a fast-paced way of working with dynamic schedules to a team that works together to exceed the expectations of our clients.

SUMMARY OF RESPONSIBILITIES:

• Manage operational activities on the ramp and adjacent Aprons, in conjunction with the Airport Authority and neighboring tenants.
• Manage and provide direction, training, supervision, performance management and support to a team including Lineservice, Crew Chiefs, Supervisors, Quality Assurance Coordinator and Customer Service.
• Foster a safe work environment and a culture based on the guiding principles of the organization by ensuring the effective implementation of all safety standards and programs as well as compliance.
• Support the development of the operational function across the entire organization by identifying opportunities to improve standard operating procedures to ensure optimal safety and profitability.
• Work closely with line service crew and pilots ensuring that all customer service needs are met, promoting cohesive communication.
• Facilitate efficient and customer-focused arrivals and departures of customers; Secure new and existing office and hangar tenants driving to achieve/maintain full occupancy.
• Manage the lease administration and ongoing relationship management.
• Establish and maintain positive relationships with World Fuel Services, Transport Canada, the Airport Authority, and all other pertinent partners.
• Collaborate and communicate effectively with other FBO Management and personnel to explore and capitalize on opportunities to improve performance and gain efficiencies.
• Ensure adherence to World Fuel Services (WFS) standards related to the safe operation and maintenance of Fuel Trucks.
• Responsible for all Fuel ordering and inventory.
• Proactively promote and sell FBO services; Responsible for business development of ad hoc heavy aircraft customers including preparing quotes, ensuring the preparedness and excellent execution of the arrival/departure of these flights.
• Work closely with Ground Service Equipment (GSE) and Facilities teams to ensure that YVR has the necessary equipment and tools of the trade to perform their roles.
• Contribute to the development of effective FBO training materials by collaborating with peers including the SMS and training leads in Canada.
• Oversee instructional and on-the-ground, practical training; Facilitate the coordination of external training as required.
• Audit and review training to determine effectiveness and relevance; Report on relevant KPIs.
• Administer FBO-employee onboarding, ensuring that new hires have required security and training resources (i.e., RAIC, DA Licensing and other requirements).
• Support talent management processes as required; Evaluate employee performance pre and post training and while investigating SMS incidents.
• Lead SMS Occurrence Report Investigations for YVR; independently investigate incidents and occurrences, enlisting the support of the QA Coordinator and others as required.
• Present final investigative report, ensuring alignment on action items and disciplinary recommendations.
• Track disciplinary outcomes of SMS incidents and occurrences and work with FBO leadership to ensure a fair and equitable approach to disciplinary measures is in place.
• Manage employee performance management including hiring, succession planning, headcount management and other initiatives.
• Manage payroll, scheduling, timekeeping, vacation requests and overtime for employees to meet operational requirements while maintaining budgeted allocations.
• Participate in the preparation of FBO budgets and financial forecasts, including Capex, based on a comprehensive understanding of the financial drivers of the business.
• Manage the customer interface; Resolve concerns from staff, crew, and/or customers issues within level of delegated authority.
• Support the Facilities team in the monitoring / development of facility preventative maintenance programs and leasehold improvements including overseeing all facilities improvements and renovations including the management of contractors.
• Support Facilities in ensuring that the security plans are in place and updated annually.
• Support Facilities in ensuring that evacuation plans are up to date and tested and that fire inspections are accomplished.
• Ensure compliance with all regulations required by Transport Canada and the Vancouver Airport Authority (YVR), including applicable airport security and operational programs.
• Ensure compliance with all Vancouver Airport Authority safety, security, and partner directives, policies, and programs.
• Ensure compliance with Security including controlling the access systems and issuance of any access keys, automatic and primary security control doors.
• Work with the GSE team (based in YYZ) and ensure that all equipment and vehicles are maintained to standard while also reflecting brand standards (logos/decals, etc.).

QUALIFICATIONS AND SKILLS REQUIRED:

• 10 years of progressive experience in a leadership role at an FBO (Lineservice, crew chief, training, fuel inventory management, FBO management) including intimate knowledge of Aviation/ FBO or Commercial ramp experience.
• 5-8 years of experience leading people and teams; Experience with employee performance management and designing performance improvement programs.
• Post-secondary education or related equivalent experience. A degree or diploma in Aviation or Business Management is considered an asset.
• Experience building complex shift schedules and hands-on experience with ADP timekeeping.
• Significant track record in achieving financial results while driving continuous improvement.
• Ability to obtain Restricted Area Pass (RAIC) as well as TC security pass clearance, AVOP, and ROTC.
• High safety orientation as well as experience with SMS/safety management processes including leading investigations, making recommendations, and closing incident reports.
• Demonstrated computer proficiency with Microsoft Office Suite (including SharePoint).
• Inclusive and respected leader, who embodies emotional intelligence.
• Demonstrated ability to build strong relationships with key stakeholders.
• Excellent verbal and written communication and interpersonal skills.
• Superior organizational and time management skills.
• Highly autonomous while operating well as a member of the team.
• Detail-oriented with strong problem-solving skills; and Flexible to work additional hours and be on call as required.

Benefits:

• Hybrid working arrangements
• Competitive group health benefits coverage for you and your eligible dependants, including health, vision and dental plans
• Employee assistant program
• Group retirement savings plan with company matching contribution
• Paid time off including sick days and personal days
• Employee Referral Program
• Service Awards

Skyservice is an equal opportunity employer and welcomes applications from all interested parties.