Manager, System Operations Control (SOC)

Job Summary

Reporting to the Director, System Operations Control, the Manager, System Operations Control is responsible for overseeing the safe, compliant, and efficient execution of the airline’s day-of-operations, while providing leadership and management of the System Operations Control team, including staffing, training, performance, and regulatory compliance. Duties & Responsibilities Providing day-to-day administrative, functional, and technical direction to the SOC team members on behalf of the Director, System Operations Control. Developing, implementing, and monitoring standard operating procedures while maintaining all safety, regulatory, and corporate requirements. Lead and manage the SOC team to achieve operational integrity of the schedule, full legal compliance within the operation and ensuring sound decision-making processes are employed. Liaison with external agencies as required such as, but not limited to Nav Canada, Transport Canada, ICAO, IATA, Transportation Safety Board of Canada and airport operators. Liaison with internal stakeholders such as, but not limited to Technical Operations, IT, Call Centre, Customer Relations, Revenue Management, Airport Operations, Flight Operations and Inflight Service to collaborate on the safe and efficient operation of the airline with a specific focus on safety and the customer experience. Act as a technical SME for the majority of operational systems used in SOCC. Coordinate directly with IT/Solutions Delivery to ensure that business requirements are being met and any challenges are appropriately communicated. Provide leadership and coaching that promotes the professional development of all staff both technically and interpersonally to foster the development of a strong, highly motivated, professional culture within the department. Plan long range work schedules to ensure adequate staffing amongst all members of the SOC team. Monitoring and measuring staff performance of SOCC team members through annual performance reviews. Analyze delays, cancellations and irregular operations to initiate and coordinate preventative measures. Make effective scheduling decisions to manage resource planning. Ensure continuous improvement is a guiding principle within the SOCC and promote the highest levels of operational decision-making as it relates to day-of leadership. Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy. Any other duties as assigned by the Director, System Operations Control. Behavioural Competencies Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others. Teamwork: Working collaboratively with others to achieve organizational goals. Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers). Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community. Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers. People Leadership: Assuming a leadership role in helping others achieve excellent results. Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond. Qualifications University Degree or equivalent work experience. Extensive knowledge of Airline Operations including experience in a large scale Airline or Airport Operations Centre environment. Minimum of 2 years Operations Centre leadership or management experience. Experience in Flight Dispatch or Crew Resources is considered an asset. Working knowledge of Section 705 of the Canadian Aviation Regulations. Extensive knowledge of airline specific Operational Control software systems. Intuitive problem solver with outstanding analytical ability to make critical decisions. Proven ability to think clearly in high pressure and technically complex situations. Strong people management skills with a proven track record of leading by example, coaching and mentorship. Excellent oral and written communication skills in English. Ability to obtain and maintain security clearance (RAIC). Preferred: Minimum of 5 years experience in an airline or airport operations centre. Experience in aircraft deployment and routing. Basic knowledge of Aircraft Systems and Minimum Equipment Lists. Completed FDMET and FDOPS exams are considered an asset.