Manager Crew Care

Manager – Crew Care (Full Time)

Reporting to the Senior Manager, Inflight Operations, the Manager – Crew Care will act as the Inflight leadership representative for Cabin Personnel related occurrences. Located within the OCC, and available 24/7, the Manager – Crew Care will provide support by managing crew related operational concerns, responding to incidents and irregular operations, supporting crew wellbeing and providing direction and guidance for Cabin Crew inquiries related to operational, regulatory, safety and medical incidents. The Manager – Crew Care will also be responsible to act as the responsible leader between Crew Scheduling, Inflight Leadership, Regulatory & Standards, Safety and Cabin Crew Members to support safe, efficient and reliable operations.

Please note that successful candidate will be required to work a variety of shifts, including days, overnights, weekends, and holidays, with shift lengths of up to 12 hours.

Responsibilities:

MedAire Crew Support calls – case management coordination and authorization for out of country crew medical support.
Inflight first responder to incident page outs involving Cabin Personnel, coordinating after care support with Inflight base leadership as required.
Required to make decisions in the moment and effective leadership for Inflight Cabin Personnel on a day of basis to maximize safety and service while adhering to work rules
Provide direction and guidance for inquiries from operating crews, escalating where appropriate to key stakeholders and designates.
Provide guidance and procedures around day of scheduling challenges related to duty day, fatigue, post incident debriefs, mandatory stand down, right to refuse dangerous work, standard operating procedures.
Visibility within the operations via different channels (flying, gate support, airport support, etc.)
Lead Inflight response plan with key stakeholders for cabin crew IROP recovery, accommodation and transportation requirements.
Participate in OCC Daily shift briefings.
Liaise with Base Managers and DPMs regarding Cabin Personnel follow-up.
Participate in Crew Scheduling related briefings and meetings as required.
Partner with Guest Support to communicate Special Care Passenger briefings to crew members and provide escalation support as required.

Fosters open and honest communication; actively seeks the ideas and opinions of others

Ensures that all conversations are delt with confidentially and are documented appropriately.
Investigate occurrences as required to ensure compliance with Company standards
Operate as a Cabin Crew Member when required
Other duties as assigned by the manager

Qualifications:

Minimum 2 years leadership OR 3 years Inflight operational experience required
Strong knowledge of Canadian Air Regulations (CARS) and the associated standards as they pertain to cabin operations in civil aviation is an asset
Qualified or willing to be qualified cabin crew member required
Safety and/or training background an asset
Previous Experience as a Cabin Crew Member will be considered an asset
Human Resources degree, diploma or certificate or equivalent years of experience in a people leadership role
Strong understanding of the Collective Agreement working rules
Strong analytical, problem solving, decision making, organization and communication skills
Intermediate knowledge of all Microsoft applications;
Able to deal with stressful situations and perform steadily under pressure;
Ability to make impactful decisions and work under minimal supervision