Manager, Operations Hat

**Role and Responsibilities**
**Who we are**
Backed by 75 years of experience, CAE is the training partner of choice of aviation professionals, airlines, business aviation operators, and aircraft manufacturers the world over.
With 50+ training locations and 250+ full-flight simulators, CAE has the largest civil aviation training network in the world.
Every year, CAE graduates 1,000+ cadets, and trains 220,000+ airline pilots, business aviation pilots, maintenance technicians, and cabin crew.
CAE provides customers a commitment to the highest safety standards, tailored programs to meet a variety of training needs, superior centers located in some of the world's most desired locations, and unsurpassed attention and service from a team dedicated to providing world-class customer service.
**How we lead**
At CAE we focus on building leaders who are eager to face the challenges of today and tomorrow.
This begins with a growth mindset dedicated to constructive actions and an eagerness to impact unpredictable environments.
Our leader's role involves being **agile and versatile** and **conveying a clear and energizing vision** to align their team in the right direction.
They are responsible for creating an **inclusive and connected environment** and for supporting their teams in meeting business objectives.
They are ambitious and they adopt a **winning mindset** to achieve results.
**About this opportunity**
The Manager, Operations HAT is responsible for overseeing and supporting our South America HAT business for Lider JV.
Responsibilities include successful execution of assigned training programs, ensuring compliance with regulations.
Strong focus on quality with a continuous drive towards process improvement and client satisfaction.
Working with the customer to ensure they have appropriate schedule for their training.
Demonstrate integrity and discretion in handling sensitive/confidential information.
**Essential Duties and Responsibilities**
The Manager, Operations works to delight the customers and leads the day-to-day business operations.
- Foster the CAE culture by attracting, developing, and engaging the team to provide exceptional customer service standards.
- In accordance with Civil Global Training policy and CAE global standards, develop and manage instructor performance by conducting simulator and classroom assessments to continuously improve training delivery and the customer experience.
- Establish strong communication and reinforce collaboration with all local supporting teams.
- In accordance with the Civil Global Training policy, ensure that instructors receive appropriate training for their respective platforms, CAE systems, customer experience and regulatory training on an ongoing basis.
- Foster a customer-focused culture in alignment with business goals and objectives.
- Communicate and utilize data from the customer satisfaction survey to provide clear and valuable insights into customer satisfaction, experience, and expectations to improve service delivery.
- Respond to and resolve customer inquiries, requests, and concerns in a positive manner; coordinate back with supporting functions to ensure a positive customer experience.
Readily readjust priorities to respond to pressing and changing client needs.
Recognize potentially adverse client reactions and develop better alternatives.
Ability to maintain strong customer orientation under adverse circumstances.
- Manage and continually strive to increase the effectiveness and efficiency of operations to meet or exceed capacity by planning and scheduling resources to include instructors, classrooms, and simulators.
- Ensure operations compliance with regulatory laws, standards requirements, and company policies and practices.
- Oversee the development, implementation, modification, presentation, and ongoing sustainment of courseware, training documentation, and training devices associated with the program to align with effective training delivery and regulatory requirements.
- Maintain instructor qualifications in accordance with CAE's business needs, processes and procedures, and applicable regulatory requirements.
- Develop & maintain strong positive business relationships with key internal clients to clearly understand their business processes and the development/articulation of short/long-term business objectives.
- Work closely with the sales team to ensure the customer training is schedule accordingly and resources are available to meet expectation.
Accountable for reporting the accomplishment and performance result of the HAT business to the partner.
**Job-Related Skills and Experience**
- **Education**: Bachelor's degree in job-related field or significant experience in a similar position within the industry.
Extensive aeronautical and aviation training experience preferred.
- **_ Industry Experience:_** Minimum 5 years of progressive aviation experience in a high-volume, fast-paced environment.
- **_ Operations:_** Ex