JENNIFER FINCARYK
Winnipeg,MB
Summary
Collaborative leader with 5+ years of experience in airport operations, planning, support, process design and optimization.
Extensive knowledge of change management practices, contract oversight, and performance improvement.
Passionate about leveraging digital transformation to provide exceptional customer service and drive continuous improvement.
Overview
5
5
years of professional experience
Work History
Supervisor, Operations and Quality Assurance
Bouygues Energies & Services
10.2022 - Current
- Deliver on contractual obligations for airport operations support services at YWG and ensure operational readiness to support Canada’s 6th busiest airport (4.5m passengers in 2019)
- Lead a team of 40+ direct reports across three business units, including a high-volume Operations Center handling up to 500 phone calls, 150 radio calls and 100 emails daily; a Baggage Operations Center responsible for overseeing the Baggage Handling System with the capacity to convey up to 1800 bags per hour; and a Pass Control Office that processes over 2000 Transport Canada RAIC Applications per year
- Provide coaching/training to airport operations departments with a focus on regulatory requirements, standard operating procedures, and incident management
- Manage Quality Management System (QMS) across four departments and 80 employees by capturing service delivery failures, non-conformances, complaints and change management
- Develop and implement corrective action plans, risk analysis and hazard identification to drive accountability and transparency
- Oversee continuous improvement of business processes and process design (In 2021, 120+ SOPs digitized into an automated decision support system to streamline information flow and reduce administrative errors)
- Led a project team responsible for the implementation of an airport-wide ticketing dispatch system.
Operations Administrator
Bouygues Energies & Services
11.2021 - 10.2022
- Provided operational, administrative, and human resources support services for 80 unionized employees
- Managed the scheduling of 40 staff in three departments in 24/7/365 environments, ensuring compliance with contractual requirements and collective bargaining agreement provisions
- Organized and facilitated full-cycle recruitment, orientation, and onboarding training for 60+ employees
- Identified knowledge/training gaps, developed, maintained and delivered on-the-job training and employee performance coaching
- Developed and implemented comprehensive training plans and competency assessments for three departments
- Training topics included security support and access control, resource management and operations coordination
- Completed a full-scale contractual gap analysis and implemented solutions for identified gaps.
Team Lead, Airport Operations Center
Bouygues Energies & Services
06.2018 - 11.2021
- Acted as a central point of communication for all airport stakeholders, facilitating service and information requests, as well as coordinating multi-agency emergency response
- Develop a daily plan for terminal facility allocation including:
- Gate assignment
- Check-in counter assignment
- Baggage carousel and lateral assignment
- Mentored and coached a team of agents, ensuring procedural adherence and excellent customer service
- Conducted on-the-job training of new employees
- Responsible for rapid decision making and critical thinking in a high stress environment while ensuring appropriate resources dispatched in accordance with airport procedures and regulatory policy.
Education
ISO 9001:2015 Lead Auditor (TPECS) Certificate of Attainment QM and AU (Quality Management Systems and Management System Auditing - Quality Manaagement
BSI Group Canada
Online08.2023
Certificate in Business Writing, Document Design And Public Speaking - Business
University of Colorado
Online06.2023
Nursing Studies
Red River College of Applied Arts, Science And Technology
Winnipeg, MBSkills
- Operations Management
- Service Delivery
- Innovative Thinking
- Systems Expert
- Leading and Motivating Teams
Timeline
Supervisor, Operations and Quality Assurance
Bouygues Energies & Services
10.2022 - Current
Operations Administrator
Bouygues Energies & Services
11.2021 - 10.2022
Team Lead, Airport Operations Center
Bouygues Energies & Services
06.2018 - 11.2021
ISO 9001:2015 Lead Auditor (TPECS) Certificate of Attainment QM and AU (Quality Management Systems and Management System Auditing - Quality Manaagement
BSI Group Canada
Certificate in Business Writing, Document Design And Public Speaking - Business
University of Colorado
Nursing Studies
Red River College of Applied Arts, Science And Technology
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