Investors Group Financial Services Inc.

• Offer counseling services to employees• Participate in recruitment and termination processes• Communicating policies pertaining to Human Resources, compensation and benefits• Collection of data and analysis to improve business operations in one or more departments• Overseeing employee orientation and training• Liaising between employees and management• Managing employee complaints• Undertaking communications and interpersonal skills training• Providing strategic advice to decision-makers• Generation of reports showing production volume to assess future and current needs• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results

• Consult with Guest Solutions (GSOL) to assist in formulating preliminary IROP guest recovery plans• Coordinate all local communications regarding guest movement (guests and baggage) requirements resulting from IROP guest recovery plans• Mitigate operational challenges during major IROPs through open communication with local leadership to determine the best re-allocation of manpower• Monitor all arrival and departures of their airport to identify any local guest connection issues up or down line, including code-share and interline guests• Coordinate local hotel accommodations and or ground transportation as requested by GSOL• Communicate and coordinate commercial decision requests with DDC (i.e. gating)• Coordinate & communicate with Ground Handler regarding baggage movement• Assist GSOL in the re-accommodation of code-share and interline guests in accordance with IATA Resolution 735d• Act as the technical expert regarding specific partner airline agreements, including (but not limited to) ticketing, baggage, flight schedules, and special guest handling• Actively assist the airports frontline in the operation with technical assistance, guidance, and support

Direct Accountability: • Promote WestJet safety standards above and below the wing• Lead , encourage, motivate and develop team• Ensure operational performance standards are met or exceeded• Ensure guest experience delivery standards are met or exceeded• Foster WestJet culture through consistent messaging with team membersDaily Responsibilities Include (but are not limited to):• Support and uphold safety programs that meet Transport Canada and WestJet safety management standards• Work closely with direct reports to create individual development and succession plans, conduct regularly scheduled one on one meetings, deliver performance management conversations and coaching as required• Encourage and promote empowerment of the front line to provide world class guest experience• Execute local plan for organizational priorities including safety, SPOT, world class guest experience, world class employee experience, and cost focus initiatives• Accountable for the successful implementation of all IROP activities that occur at the base to maximize safety and service at the lowest reasonable cost• Conduct shift briefings with all front line employees regarding all operationally required information and promoting Standard Operating Procedures• Liaise with business partners regarding daily operations - both external (CATSA, Ground Handling partners, etc) and internal (Tech Ops, Air Supply, Inflight, Flight Operations)• Manage manpower to the lowest costs, ensuring optimum efficiency while maintaining great guest experience• Ensure the base is prepared for the following shift; resources and tools are in place to meet our guests and operational needs

• Deliver high quality airside operations, International operations and recurrent training of guest service including technical and regulatory programs specific to the YYZ base.• Model organizational values, culture and behavioral competencies.• Create and manage a productive learning environment.• Establishing clear learning expectations and goals.• Creating a positive learning environment.• Maintaining a high level of learner engagement.• Effective use learning media and technology.• Conduct formal evaluation sessions: Mentor / coach employees, Conduct assessments and audits, and Assess ability and provide direct feedback as required.• Provide written, summarized feedback on learners to Airports Leadership Teams.• Provide feedback and act as a SME related to all airports training programs, use of materials, equipment and technology in created training programs.• Ensure that all training is being delivered consistently with the most current standards and procedures.• Communicate all agent training updates with the Guest Service Manager and Support Services Team.

• Ensure Guest Service Standards and SOPs (ASAP bulletins, Read & Sign, Safety Alerts, JetSmarts) are adhered to.• Oversee all daily duty assignments, ensure breaks are taken and shift extensions are approved internally and externally due to irregular operations for employees on shift. Consult with Guest Service Manager if additional coverage is required in the event of an absence.• First Responder / point of escalation for all guest complaints, medicals, unruly or intoxicated behavior.• Agent support for Timatic, ID, kennels, counterfeit and reservation issues.• Distribute cash floats to employees on shift, reconcile and approve deposits.• Promote adherence to safety SOPs and proactively identify hazards and risk for employee injury. Complete Incident Hazard Reports, Execute station Emergency Response Program if required.• Coordination of Encore ground loading operation (coordinate ramp use with Menzies, coordinate encore to encore connections etc).• Execute IROP recovery plans in coordination with Irop Coordinators and Duty Managers.• Codeshare / Interline ticketing support.• International paperwork.

• Monitor, identify and respond to all irregular operations (IROPs) that impact guest experience• Develop and implement guest reaccommodation plans during IROPs in conjunction with the other teams in the Operations Control Center• Communicate guest-specific IROP impacts and coordinate guest recovery before and during an IROP• Collaborate and communicate with the Airports on IROP re-accommodation plans with an objective to preserve the WestJet guest experience and operational performance• Coordinate IROP guest services such as hotel, ground transportation and alternate carriers when required• Complete the Guest Solutions Specialist - Emergency Response check-list when required• Research, collect, and summarize daily IROP information• Coordinate all charter manifesting and offline airports support• Ensure APIS transmission is completed for all transborder and international departures• Provide Airports with identification and entrance requirement support for Transborder and International flights & additional consultation on exceptions to Timatic• Update and maintain Government watch lists• Set up and monitor NOGO Point of Sale bookings• Assist frontline with restricted check in and NOGO restricted PNRS• Provide specialized support for calls coming in on Conflict Resolution Official line• Perform ad-hoc tasks as requested by the Guest Solutions Sr. Specialists and Guest Solutions Manager

• Act as Arrivals Agent for all guest inquiries (both in person and by telephone), and direct guests accordingly (oversize area, international connections, etc).Maintain eye contact and smiling with each of our guests and coworkers.• Initiate delayed baggage investigation and damage baggage assessment, and establishment of delay/damage reports for mishandled guest baggage.• Track arriving flight details and monitoring baggage carousels, recording particulars into daily log• Monitor inbound arrival times and ensure Flight Information Display System is accurate• Communicate with ground handlers regarding all departing/arriving baggage, arranging for baggage sweeps (pit, cart and ramp).• Ensure proper security measures are followed for in-bond baggage (International) and manage customs processing and storage• Receive and process airsides expedite baggage.• Investigate, update delayed baggage reports, and contacting guests with any updates on open delayed baggage reports• Review and dispute (if necessary) daily baggage coding through MSOL

• Communicate with Patrons, employees and other individuals to answer questions, disseminate or explain information, take orders and address complaints. • Provide a stress-free and safe experience by anticipating guest needs and provide genuine, customized service for every guest.• Facilitate the check-in process for guests by either assisting them using WestJet’s self-serve options or full guest assistance through the reservation system.• Handle various forms of payment including cash, debit, and credit cards.• Ensure WestJet promises and procedures are followed in line with the rules and regulations of governing bodies (i.e. Transport Canada).• Organize the safe arrival and departure of our guests through managing gate operations• Announce flight arrivals, departures, and boarding information via the public address system.• Handle concerns with empathy and solve guest challenges with empowerment• Assist in grooming the aircraft which can include light cleaning of seats, seat-pockets, and floor.• Maintain eye contact and smiling with each of our guests and coworkers• Demonstrate a positive attitude and commitment to teamwork in a friendly, caring and atmosphere.• 735D trained and have a broad scope understanding of Partnerships and ticketing.