•Directly reporting to 3 Franchise Owners for 16 Tim Hortons locations •Full cycle recruitment of general labour and skills labour positions•Preparing and maintaining orientation and training documents•Assisting Store Managers and Owners with Incident Reports, termination, employee changes, and WSIB claims•Review policies and maintain compliance with federal, provincial and local employment laws and regulations, including Employment Standards Act•Prepare HR related correspondence including but not limited to employment and salary verification letters and emails•Organize and manage health & safety and continuous training programs•Coordinate and administrate benefits program with Canada Life•Professionally and accurately respond to written and oral inquiries from team members and managers

•Develop and implement learning materials for instructional environments both in-class and online.•Maintain learning library for future reference.•Assist Management to regularly assess program requirements and recommend course outline changes.•Advise and monitor internship students on job placement.

•Manage and implement annual rate contracting.•Respond to Operator RFP’s and business development.•Support company operations with a focus on Ground Handling and Groups & Incentives.•Negotiate with suppliers for best value and service.•Establish operational processes/process improvement.•Develop and edit creative proposal briefs.•Operational management liaison for General Managers of all offices.

• Operational Management of the Ground Handling division, including management of 30 team members • Ensure quality control of delivery of all services and customer satisfaction • Costing & cost management- Ensure costs are properly calculated and profit margins are realized • Overall management of guest issues and client relations resulting in increased guest satisfaction scores by 40% from previous year. • Focus on key planning issues and make recommendations on important business decisions including strategic evaluation, planning and resource allocation. Successfully implemented a VIP Meet & Greet service at the Airport, which has increased 40% in sales over a three year period. • Establishment and management of operational procedures and process improvement by reorganizing Management Team resulting in increased efficiency. • Annual rate contracting and response to Operator RFP’s. • Develop and maintain relationships with partners and vendors, including attending annual International Tradeshows.

• Lead, direct and manage inbound/outbound call centre operations for the CIBC Visa Rewards Centre, ensuring that staff executes service agreements at, or above customer’s standards. • Manage a team of 40 travel agents and 10 administrative staff, averaging 1900 calls per week. • Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with customer’s and staff. • Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients. • Address all employee performance problems promptly and directly in accordance with company personnel policies and procedures. • Coach, train, and mentor direct subordinates and provide career development opportunities through training and quality management activities.

• Development of the logic for operations processes that are automated through a mid-office product (Compleat)

• Team supervision and performance management