jazzhr
Manager Northlander Operations
Ontario Northland
Toronto, CAN
Full-time
Senior · 5+ years experience
Onsite
CAD 97578-114790 yearly / year
Discovered 1 weeks ago
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Key Skills for This Role
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- Work closely with the Sr. Manager of Northlander and Service Excellence to ensure an exceptional customer experience
- Foster a collaborative, customer-focused culture rooted in true Northern hospitality.
- Coordinate with third-party service providers to ensure organized and efficient passenger boarding at Union Station.
- Work closely with station staff to manage platform boarding queues and communicate special boarding requirements.
- Identify opportunities to improve operational processes, customer service, and responsiveness to business needs.
- Support on-time performance by proactively addressing operational deficiencies and implementing corrective actions.
- Maintain a visible presence during service hours; actively gather and log employee and customer feedback to monitor and enhance customer satisfaction.
- Remain available after hours to respond to irregular operations or escalated customer service issues.
- Provide clear guidance and direction to crew members regarding passenger volumes, special handling requirements, and equipment updates to ensure efficient operations and exceptional service delivery.
- Participate in Workplace Health and Safety Committees; collaborate with employees and departments to identify and mitigate hazards.
- Ensure compliance with all Provincial and Federal Occupational Health & Safety legislation.
- Participate in investigations related to workplace injuries, lost time incidents, or property damage.
- Enforce adherence to Health and Safety policies and procedures.
- Review and maintain emergency response plans; ensure preparedness for service disruptions, accidents, and other unexpected events to protect passengers and staff.
- Conduct emergency response rehearsals with employees and external partners, including third-party transportation and accommodation providers.
- Oversee the availability and condition of onboard safety equipment; coordinate with maintenance and supply teams for replenishment and ensure daily safety checks are completed and documented.
- Manage and monitor terminal agreements, ensuring all contractual obligations are met.
- Establish and maintain effective communication channels with station stakeholders to relay service updates, delays, or changes.
- Represent Ontario Northland at industry events and in the Toronto region as required.
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