Cargo Customer Service Compliance Manager - Toronto or Montreal


Description du poste


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.


The Cargo Quality headquarters team is looking for a Cargo Customer Service Compliance Manager reporting to the Manager, Cargo Quality.


This individual will be responsible for ensuring compliance to standard operating procedures for all front line employees, as well as third parties.

  • Responsible for the overall performance of compliance procedures, including identifying and defining issues related to the quality of airway bill data entry, cargo system entries, and the application of Cargo fees.
  • Develop and implement compliance standards and report mechanisms for designated products and services.
  • Analyze and evaluate compliance issues, providing solutions for improvement.
  • Design or implement compliance improvements via communication, monitoring or enforcement of standard operating procedures.
  • Lead a team to correct entries up front, prior to billing cycles.
  • Prepare and track letters for employees & providers who are not following standard operation procedures.
  • Liaise and provide recommendations to the Cargo Process & Procedures Managers in regards to modification or changes required to certain processes.
  • Validate changes and enhancements with Process team to ensure they understand the business requirements for the reporting tools.
  • Discuss emerging compliance issues with internal management team
  • Maintain documentation of compliance activities and reporting.
  • Prepare communication of compliance issues via written reports and presentations.
  • Establish and maintain professional relationships with field managers, procedure coordinators and many other departments.
  • Participate in meetings, workshops, and conference calls as required.



  • Must have strong knowledge of Air Canada Cargo products, policies and procedures
  • Must have strong knowledge of Cargo Systems (Unisys/Weblynx)
  • Must be a self-starter and able to identify and action areas for improvements.
  • Skill in collecting and analyzing data, evaluating the information and drawing logical conclusions.
  • Considerable skill in negotiating issues and resolving problems.
  • Considerable skill in effective verbal and written communications, including skill in presenting findings and recommendations
  • Ability to establish and maintain harmonious working relationships
  • An aptitude for computer systems and technologies (Word/Excel/PowerPoint)
  • Ability to meet deadlines and work under pressure.
  • Highly flexible and adaptable.
  • Ability to work independently.
  • Excellent Interpersonal skills.



Based on equal qualifications, preference will be given to bilingual candidates. 

At Air Canada, we want to fly higher when it comes to employment equity. We, therefore, encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

À propos de l'entreprise


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