Operations Manager (Aviation)

Executive Flight Centre Group Ltd. (“Executive Flight Centre” or “EFC”) has been setting standards in aviation fuel and airport services for over 75 years. Headquartered in Calgary, with operations in Alberta, British Columbia, and Saskatchewan, EFC is part of a national aviation platform which offers a diverse range of services to meet the needs of airports and aerodromes. Our vision is to provide first class services to all customers in the aviation industry by focusing on safety, quality, and customer service.

EFC takes pride in being an equal opportunity employer committed to the principles of employment equity. We value diversity in our workforce and have made a commitment to ensure equitable representation of women, indigenous peoples, persons with disabilities and visible minorities at all occupational levels within our workforce. We believe that the diversity of our employees strengthens the company and furthers both individual and company successes. EFC is committed to inclusivity, equity, and accessibility in the selection of our teams and throughout employment. If you require accommodation during the recruiting process, please let us know.

Our Terrace location is seeking an experienced Operations Manager to support our diverse operations. This full-time position.

Description:
Reporting to the Base Manager, the Operations Manager leads EFC's main terminal operations at Northwest Regional Airport Terrace-Kitimat, including above-wing customer service and below-wing ground handling. The role oversees administration, facilities, maintenance, workforce leadership, training, and compliance functions supporting daily operations. The Operations Manager is the primary operational contact for airline partners, the airport authority, and other stakeholders, ensuring service level agreements (SLAs) are met, exceptional customer service is delivered, and a safety-first culture is maintained.

Responsibilities:
Leadership & Team Management
• Provide leadership, direction, coaching, and support to terminal employees and supervisors.
• Foster a positive, accountable, and safety-focused work environment.
• Manage employee performance through coaching, recognition, performance reviews, and corrective action when required.
• Support employee engagement, retention, development, and succession planning initiatives.
• Ensure appropriate staffing levels through effective scheduling and workforce planning.
• Promote teamwork, professionalism, and alignment with Company values and objectives.

Operations Management
• Oversee daily terminal operations to ensure safe, efficient, and compliant service delivery.
• Monitor operational performance and implement continuous improvement initiatives.
• Coordinate resources, equipment, and personnel to meet operational requirements and customer expectations.
• Ensure compliance with all Company policies, airline partner requirements, airport authority regulations, and applicable legislation.
• Support operational readiness for audits, inspections, and business growth opportunities.
• Investigate and resolve operational challenges in a timely and effective manner.

Safety, Security & Compliance
• Champion and promote a safety-first culture throughout the operation.
• Ensure compliance with all health, safety, security, quality, and environmental requirements.
• Conduct regular safety inspections, compliance reviews, and operational audits.
• Investigate incidents, identify root causes, and implement corrective actions as required.
• Comply with and participate in the Company's Health & Safety and Quality programs and initiatives.
• Ensure staff maintain required certifications, permits, and training credentials.

Customer Service
• Promote a culture of service excellence throughout the operation.
• Ensure exceptional, courteous, and respectful customer service.
• Develop and maintain strong relationships with customers, airline partners, and stakeholders.
• Address customer concerns, complaints, and service issues in a professional and timely manner.
• Monitor service standards and implement improvements where necessary.

Financial Management
• Manage departmental budgets, labour costs, and operational expenditures.
• Monitor financial performance and identify opportunities for cost savings and operational efficiencies.
• Review and approve purchases, invoices, and expenditures within authorized limits.
• Support the achievement of operational and financial objectives.
• Ensure resources are utilized effectively and responsibly.

Training & Quality Assurance
• Ensure employees receive required onboarding, recurrent training, and qualifications.
• Monitor training compliance and maintain accurate records.
• Support the development, implementation, and maintenance of operational procedures and best practices.
• Conduct quality reviews and assessments to ensure compliance with Company and customer standards.
• Identify and implement opportunities for continuous improvement.

Facilities & Asset Management
• Ensure facilities, equipment, and operational assets are maintained in a safe and serviceable condition.
• Coordinate facility maintenance requirements and capital improvement needs.
• Monitor equipment utilization and asset condition to support operational requirements.
• Maintain inventory controls and operational supplies as required.
• Maintain a tidy and orderly work area exhibiting pride in work performance and contributing to a healthy and safe work environment.

Stakeholder Relations
• Develop and maintain effective working relationships with airline partners, airport authorities, vendors, regulators, and internal stakeholders.
• Represent the Company professionally in meetings, audits, and operational discussions.
• Support business development initiatives and operational projects as required.
• Communicate operational updates, challenges, and opportunities to appropriate stakeholders.

Other Duties
• Perform any other duties as required.

Experience and Qualifications:
• Post-secondary education in Business Administration, Aviation Management, Operations Management, or a related field is preferred. An equivalent combination of education and experience may be considered.
• Minimum five years of progressive management experience with demonstrated leadership, team-building, and employee development abilities.
• Previous experience managing airport operations, including Above-the-Wing (ATW) customer service and Below-the-Wing (BTW) ground handling operations.
• Knowledge of aircraft fueling operations, procedures, and applicable safety requirements is considered an asset.
• Must be able to obtain and maintain all required airport security clearances, passes, and access privileges.
• Must possess and maintain a valid Class 5 Driver's License with a satisfactory driver's abstract.
• Strong operational and business acumen with experience managing budgets, labour costs, operational performance, and service delivery.
• Working knowledge of airline operations, airport security requirements, ATW passenger service functions, and BTW ground handling activities.
• Experience implementing and supporting health, safety, quality, and compliance programs within an operational environment.
• Proven ability to identify operational challenges, exercise sound judgment, and develop practical solutions independently in a fast-paced environment.
• Strong organizational, prioritization, and change-management skills, with the ability to work effectively under pressure in a time-sensitive operational environment.
• Working knowledge of employee relations, personnel management practices, and operational requirements within an airport environment.
• Excellent interpersonal, written, and verbal communication skills, with the ability to effectively communicate across multiple organizational levels and stakeholder groups.
• Strong relationship-building skills with the ability to collaborate effectively with airline partners, airport authorities, customers, vendors, and internal stakeholders.
• Demonstrated financial and business acumen, with strong analytical, quantitative, and critical-thinking skills.
• Excellent organizational skills with strong attention to detail and accuracy.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to work both collaboratively and independently as a productive member of the EFC team.

What Can EFC Offer?
• Competitive compensation.
• A job that keeps you active and engaged with a strong focus on safety, employee health, and wellness.
• Flight benefits with the specific airline you are assigned.
• Extended Health and Dental Benefits with minimal premiums.
• Group Retirement Plan including Deferred Profit-Sharing Plan (DPSP) and a Group RRSP for Full Time Employees.
• An incredible work environment focused on hard work, fun and celebrating our successes.
• A workplace that supports Environmental, Social, and Governance (ESG) values, including environmental stewardship, inclusive hiring practices, and transparent governance.
• Career development and advancement opportunities across our national aviation platform, with roles available in cargo, fuel operations, airports, aerodromes, administration, sales, accounting, human resources, safety, and training.

Please visit our web site at http://www.efcaviation.ca/ for a complete description of our company and to view other career opportunities.

We thank all applicants for their interest in Executive Flight Centre; however, only candidates selected for interviews will be contacted.

INDALL