Operations Director

Samsic Assistance is part of the global Samsic Group, a leader in aviation services, facility management, and customer experience across more than 30 countries. Samsic Assistance Canada Inc. operates in all five of Canada’s major airports: Toronto Pearson, Montréal-Trudeau, Vancouver International, Calgary International, and Edmonton International. The company’s Canadian headquarters are located in Montréal, Québec.

We are committed to delivering safe, reliable, and high‑quality ground handling services that support the success of our airline partners and the smooth flow of the airports.

Joining Samsic means becoming part of a dynamic, people‑focused organization where operational excellence, innovation, and teamwork drive everything we do.

"Our organization is strong, and our greatest pride is to have the support of the men and women who contribute to our collective success day after day. Together, we will continue to grow and ensure our sustainability, now and into the future." ~ Groupe Samsic

Samsic Assistance Canada Inc. offers competitive salary packages, an incredible work environment, and career advancement opportunities.

The Operations Director for the Montreal Station ( Montréal–Trudeau International Airport – YUL ) at Samsic Assistance Canada Inc. is responsible for leading all ground handling activities, passenger services, and ramp operations under the direct supervision of the Chief QSS and Operations.

The Operations Director is responsible for the overall operational, financial, safety, security and service performance of Montreal station, one of the company’s most strategic operations in Canada. The position oversees a team of more than 600 employees and manages a volume of approximately 16,000 flights annually.

The Operations Director is accountable for ensuring operational excellence, the highest standards of aviation safety and security, regulatory compliance, service quality, customer satisfaction, and financial performance. The position leads the development and execution of operational strategies, ensures the effective management of human and material resources, and drives continuous improvement across all activities.

Through visible leadership, accountability, and a people‑centred management approach, the Director maintains employee engagement, operational discipline, and a culture of continuous improvement while maintaining the company’s commitment to safe, secure, reliable, and efficient ground‑handling services.

Key Responsibilities:Airport Operations Management

• Provide strategic and operational oversight of all station activities, including ramp operations, baggage handling, passenger services, passengers with reduced mobility (PRM), flight coordination, and other contracted ground‑handling services.
• Ensure consistent delivery of safe, secure, reliable, and efficient operations in accordance with company procedures, airline service-level agreements, airport requirements, and applicable regulatory standards.
• Establish operational priorities, staffing strategies, resource allocation plans, and contingency measures to maintain service continuity in a demanding 24/7 environment.
• Monitor operational performance, identify service delivery gaps, and implement corrective measures to improve productivity, punctuality, reliability, and customer satisfaction.

Leadership and Team Management

• Establish a clear organizational structure, define roles and responsibilities, set measurable performance objectives, and maintain effective communication and decision-making processes throughout the station.
• Lead, structure, and inspire a team of managers, supervisors, and more than 600 frontline employees.
• Partner with the Human Resources department to drive employee engagement, continuous training, talent retention, and the maintenance of a positive and safe work environment.
• Maintain a respectful, inclusive, and performance-driven work environment that promotes accountability, teamwork, professional development, and adherence to company values.
• Develop management capabilities through coaching, regular performance reviews, leadership development, and structured follow‑up on individual and team objectives.

Quality and Compliance Management

• Work closely with the Chief QSS and Operations Officer to implement corporate quality standards, operational policies, compliance programs, and continuous improvement initiatives.
• Ensure station readiness for internal and external audits, customer assessments, airport inspections, and applicable regulatory reviews.
• Maintain effective oversight of operational procedures, documentation, training records, equipment inspections, and compliance with customer and regulatory requirements.
• Monitor and analyze key performance indicators (KPIs), including on‑time performance, aircraft damage, workplace injuries, security incidents, baggage claims, customer complaints, audit findings, and corrective action closure rates.

Financial and Administrative Management

• Contribute to the development, implementation, and monitoring of the station’s annual operating budget, ensuring financial discipline and alignment with corporate objectives.
• Monitor operating costs, labour productivity, overtime, absenteeism, equipment utilization, subcontracted services, and other key cost drivers.
• Develop and implement initiatives to improve profitability, productivity, and resource efficiency without compromising safety, security, regulatory compliance, or service quality.
• Identify financial and operational improvement opportunities, assess their impact, and implement sustainable cost‑control measures.
• Optimize the use of equipment, workforce, and resources to ensure cost efficiency without compromising safety, security or service quality.

Customer and Stakeholder Relations

• Maintain strong business relationships with airline customer representatives, the airport authority (ADM Aéroports de Montréal), and local regulatory authorities.
• Ensure compliance with contractual service-level agreements and maintain transparent communication regarding operational performance, disruptions, corrective actions, and improvement initiatives.
• Identify opportunities to strengthen customer partnerships, improve service reliability, and support the company’s commercial and strategic objectives.

Requirements and Qualifications:Experience

• Minimum of 7 to 10 years of experience in operations management, preferably within the aviation sector (ground handling, ramp operations, passenger services), or in large‑scale logistics and transportation environments.
• Demonstrated experience managing large operational teams, multiple service lines, and complex workforce requirements in a 24/7 environment.
• Proven track record in operational performance improvement, financial management, customer relationship management, and regulatory compliance.
• Experience implementing safety management, security oversight, risk management, incident investigation, and corrective action programs.
• Demonstrated ability to lead managers and supervisors, manage competing priorities, and deliver measurable results under pressure.
• Experience working in a unionized environment, including workforce relations, collective agreement administration, and collaboration with union representatives, is strongly preferred.

Education

• University degree in Operations Management, Business Administration, Aviation Management, or a related field.

Language Skills

• Full professional fluency in both English and French (spoken and written) is required to effectively communicate with international clients and local teams.
• Executive Leadership: Ability to establish direction, build accountable management teams, and lead large‑scale operations.
• Operational Excellence: Strong understanding of airport ground handling, flight operations, resource planning, and service delivery.
• Safety and Security Leadership: Ability to identify operational risks, strengthen safety and security culture, and ensure effective implementation of preventive controls.
• Financial Acumen: Demonstrated ability to manage budgets, control costs, improve productivity, and support station profitability.
• Performance Management: Ability to establish meaningful KPIs, analyze trends, and drive measurable and sustainable improvement.
• Decision‑Making and Crisis Management: Sound judgment and the ability to make timely, risk‑based decisions in a high‑pressure operational environment.
• People and Labour Relations: Strong interpersonal skills and the ability to manage employee engagement, performance, and unionized workforce dynamics.
• Customer Focus: Ability to maintain strong business relationships and deliver consistent performance against contractual commitments.
• Communication and Influence: Excellent communication, negotiation, conflict‑resolution, and stakeholder‑management skills.
• Technology and Reporting: Proficiency in Microsoft Office and operational management systems, workforce planning tools, performance dashboards, and reporting technologies.

This position will primarily work in an airport environment, with exposure to various weather conditions and the noise of aircraft operations. The role may require flexible hours, including early mornings, late nights, weekends, and holidays.

Conditions of Employment

Candidates must be eligible to work in Canada at the time any offer of employment is made, and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Employment Equity

Samsic Assistance Canada Inc. is an equal opportunity employer that makes hiring decisions based on business needs and the best‑qualified candidates available. The Company encourages applications from all qualified candidates, including women, members of visible minorities, and others who may contribute to diversification.

Accessibility

Samsic Assistance Canada Inc. aims to enhance diversity among its employees. We are committed to ensuring our recruitment processes are accessible and offer accommodations as needed for applicants. If you anticipate requiring accommodations during the interview process, please reach out to us.

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