Operations Supervisor, Orlando - Porter Airlines Inc.

Job Summary:

The Turn Controller is a uniformed team member of the Airport Operations department and is responsible for the safe and efficient oversight of Porter’s various aircraft handling processes during the aircraft ground time, including safety, turn performance and passenger service experience.

 

The Turn Controller provides on site support and guidance to the contracted station handlers in all areas of Porter’s operations. Works with the stations to ensure consistent execution to defined safety, operational, passenger service and ground handling standards. The Turn Controller identifies and eliminates barriers to reduce station-controllable delays, meet or exceed OTP/Reliability and CSAT targets. Works diligently and in conjunction with other departments to achieve a safe and accident-free operation. Regularly engages with handlers to foster their engagement and commitment to Porter’s success. Constantly seeks ways to drive operational efficiency while supporting the handlers.

     

The Turn Controller is responsible for fostering Porter’s high-performance expectations, with significant focus on actively developing the Team’s ability to safely and consistently achieve our reliability targets and provide exceptional customer service. 

 

The Turn Controller position requires travel to contracted and Porter stations throughout the network. This role also requires flexibility of hours to accommodate flight schedules, operational needs and changes due to irregular operations.   

Duties & Responsibilities:

 

• Oversee and provide support to the operation
• Identifies and eliminates barriers that interfere with the station’s ability to properly execute the turn.  Examples include:
• Ensuring there are appropriate staffing levels in line with the contract and take actions to correct if deficiencies exist
• Ensuring that the necessary equipment required for the operation is available and serviceable.
• Ensuring cross-functional alignment between various departments to enable a seamless operation. 
• Observe and direct the customer service experience, passenger interactions at the check-in counter, departure gates and arrivals/baggage to ensure customer service is aligned with Porter’s standards and values
• Ensure that the appearance of Porter dedicated staff at the airport corresponds to Porter standard
• Answer questions and provide guidance to the ground handling team on the flow of turn,operating standards, and best practices
• Foster initiative and the efficient coordination and flow of manpower to ensure that the station operates reliably
• Engage with the station operation to promote operational decision-making, critical thinking, adherence to standards, and problem solving
• Proactively ensures that all required aspects of the turn are in position to achieve an on time departure including: briefings, manpower, equipment, regulatory signage, grooming,  fueler, catering, and supplies
• Communicates and collaborates with other operating departments such as Crew, SOCC, MOC, local AME’s, Station Support and Customer SupportDesk
• Maintains and updates station contact lists and system access to ensure ground handler staff have access to the applicable Porter systems
• Ensures ground handler participation in daily operational update meetings
• Ensures ground handler compliance with baggage procedures including: scanning and use of the baggage reconciliation system, rush bags, mobility aids, bag pulls, deliveries, communication with passengers,, completing/updating WorldTracer and Google forms
• Directs the ground handler during Irops and oversales/overbookings to mitigate the impact and recover quickly.
• Care and upkeep of Porter assets - eg. scanners, computers, ballast mats, shoring boards/straps, tow bars.
• Maintaining station information current  in the operations control system (eg. delay coding, gate information, contact details)
• Ensures that Porter’s service offering, including the change of experience to Porter Reserve for selected customers, is consistently applied.
• Identify items to be addressed and provide feedback and observations to AO Leadership via email, google form and meetings
• Conducts regular after action reviews with the station following observations to ascertain what went well and should be reinforced/repeated and the causes of  operational and service misses so it can be corrected going forward. Trending causes of misses should be raised with AO Leadership to be addressed as part of our continuous improvement approach to operations in our contracted stations
• Ensure that Porter product and safety philosophy and core values are known and implemented by all staff.
• Assist in the training of team members and leads.
• Conduct audits in conjunction with Airports QA to ensure compliance with safety, reliability, service, and regulatory standards and guidelines
• Ensure the safe operation of the Station. Monitor and enforce compliance with safety protocols. Advise Leadership or escalate immediately when protocols are not followed.
• Actively participates in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understands and promotes the Company’s Safety Policy.
• Model behaviours consistent with Our:Values and Porter’s Respect and Dignity Policy.

 

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.

Qualifications:

• 4 years airline experience.
• 2 years of leadership experience.
• Able to obtain and hold all required security clearances, airport passes and customs clearances
• Strong leadership and communication skills
• Able to lead under pressure.
• Able to travel
• Able to work irregular hours.
• Effectively plan and manage resources, both people and time.
• Valid driver’s license and a clean driver’s abstract

 

Company Description: