Supervisor, Business Process (12-Month Temporary Contract)
About the position
At Air Canada Vacations, we’re in the business of making dreams travel. That’s why we offer vacation packages, tours, cruises and more tailored to everyone’s individual needs. We like to say we have a vacation for every traveller because we do! If you're someone who's passionate about exploring the world and sharing that enthusiasm with our customers, we'd love to welcome you to our team. For over 50 years, Air Canada Vacations has been making travel easy, so come and join us in helping fellow Canadians create unforgettable memories wherever they go. Don’t miss this opportunity! Submit your application by August 12, 2026 to be considered for this exciting opportunity. Responsible for leading the Business Process team and for implementing Customer-focused processes, programs and policies which are supported by Operations.
Responsibilities
- Help in the development of the strategic direction of the Operations department by ensuring the vision and objectives are understood and communicated effectively.
- Take a leadership role in modernizing Operations by benchmarking best practices, developing business cases, and supporting the implementation of new processes and technology.
- Participate in new product development projects to ensure that Operations delivery remains a priority during design/development phases.
- Work with the Business Process Analysts to research and develop business requirements.
- Develop and prepare required business cases and change requests.
- Supervise and mentor the Business Process Analysts, which includes providing guidance and assistance, performance evaluations, hiring, development, coaching, and disciplining.
- Liaise with different departments to ensure that new initiatives are aligned with the Operations strategy and rolled out successfully.
- Liaise with the Training, IT and Communication teams to ensure that new initiatives are aligned with the corporate strategy and are rolled out successfully.
- Liaise regularly with Marketing and Revenue Management regarding new corporate products and offerings to ensure their successful roll out to the Operations department.
- Collaborate with IT during system deployments, to ensure new features are approved and up to users’ standards.
- Act as the center point of contact for other departments for policies and procedure clarifications and changes.
- Identify and lead continuous improvement initiatives related to current processes to enhance efficiency for Operations.
- Deliver processes and policies for new products and offerings, including maintaining and updating documents and procedures.
- Optimize revenue by focusing on enhancement of process changes that increase sales or reduce cost within the Operations department.
- Ensure assigned tasks and projects are completed on time and to standard.
- Track and monitor completion of IT tickets opened by the Business Process Analysts.
- Other tasks related to the successful implementation of processes, programs and policies for the Operations teams.
Requirements
- University or College diploma in Tourism and/or personnel management
- Minimum of 5 years of experience in a Call Center/Groups role or equivalent, with extensive knowledge of the travel industry
- Strong technical background in TTS and ARD with experience in evaluating systems/solutions and implementation thereof.
- Solid understanding of Air Canada Vacations’ processes and procedures as it relates to Operations
- Ability to resolve problems quickly in a dynamic environment
- Strong team player, customer centric with excellent communication and organizational skills
- Demonstrates excellent judgment, initiative and flexibility
- Ability to multitask effectively, work under pressure, assess priorities and manage strict deadlines
- Computer literate (Word, Excel, Power Point and Outlook)
- Fluently bilingual; French and English
Nice-to-haves
- Knowledge of Agent Hub, Groups Quoting Tool and/or Revelex is an asset
Benefits
- Generous employee travel programs
- Hybrid work model
- Health and dental benefit plans for you and your family
- Training and development tools
