Supervisor, Business Process (12-Month Temporary Contract)

Don’t miss this opportunity! Submit your application by August 12, 2026 to be considered for this exciting opportunity.JOB TITLE : Supervisor, Business ProcessPOSITION STATUS : TemporaryDEPARTMENT : Business ProcessLOCATION : Montreal Responsible for leading the Business Process team and for implementing Customer-focused processes, programs and policies which are supported by Operations. WHAT YOU'LL BE DOING

• 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 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. WHAT YOU BRING TO THE TEAM
• 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.
• Knowledge of Agent Hub, Groups Quoting Tool and/or Revelex is an asset
• 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