Business Process & Training Specialist, Integrated Operations Centre (IOC)

In collaboration with the Manager, Business Processes and Training, the incumbent will play a key role in the continuous improvement of the Integrated Operations Centre (IOC). The person will analyze, document, and optimize business processes, coordinate the development and maintenance of operational manuals and procedures, and support the creation of training programs that promote operational excellence, regulatory compliance, and successful change adoption.
Responsibilities
Develop a thorough understanding of IOC operations, processes, and operational challenges.
Analyze, map, and optimize business processes to support operational efficiency and strategic objectives.
Develop, update, and maintain operational manuals, procedures, and related documentation while ensuring regulatory compliance.
Facilitate workshops and meetings with stakeholders to document current and future-state processes and identify improvement opportunities.
Collaborate with operational teams, IT teams, and subject matter experts to assess, validate, and implement business and technology solutions.
Support teams through process, system, and procedural changes by ensuring effective communication and change management practices.
Coordinate the development, maintenance, delivery, and continuous improvement of IOC training programs.
Train, coach, and evaluate instructors to ensure consistency, quality, and compliance of training activities.
Bachelor’s degree or college diploma in a relevant field.
Minimum of five (5) years of experience in a regulated transportation environment, preferably in an operational setting.
Experience in roles such as airline auditor, passenger services supervisor, airport trainer, or another related operational function.
Strong analytical skills with demonstrated ability to assess complex processes, identify opportunities, and implement practical improvements.
Proven ability to build collaborative relationships, influence stakeholders, and work effectively in a fast-paced environment.
Experience in project management, continuous improvement methodologies, change management, and knowledge of aviation regulations (e.g., CARs 705) are considered assets.
Excellent proficiency with MS Office (Word, Excel, Outlook, Teams) and demonstrated ability to use collaborative digital tools and AI solutions (e.g., Copilot). Ability to quickly learn and adapt to new technologies.
Oral and written fluency in French and English*
A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally.

Employment type
Full-time

Work arrangement
Hybrid