Benoît Pilon Email & Phone Number

Geneva Metropolitan Area, Switzerland

Airline industry expert offering consultant services in global programme management, operations performance optimisation, business process improvement, application development and implementation, as well as in design and delivery of both classroom & on-line training modules.

Geneva, Switzerland

Responsible for the development and implementation of IATA's Airline Account Management Programme. The programme aims to bring enhanced value to IATA's member airlines by creating a stakeholder-centric culture, supported by the introduction of new tools and training for all IATA personnel.• Improve IATA’s yearly Global Net Promoter Score in all areas (2016-2019) by implementing effective account management for IATA’s 290 member airlines• Maintain IATA’s membership level (296 Jun19 / 290 Dec21) despite the COVID-19 crisis by further expanding the programme to IATA’s 1,000 coded airlines• Provide online training on account management to all IATA employees, which has been adopted as a model internally for future training of this type• Develop and deliver extensive training and coaching on account management to IATA’s 50 Account Managers covering the globe• Drive the development, and ensure successful implementation and acceptance across IATA, of a global account management tool sitting on Salesforce platform• Cleanse and organise Salesforce & SAP data on 1,000 coded airlines to obtain a holistic view of each airline’s commercial and functional relationship with IATA

Geneva, Switzerland

Responsible for development of, and global alignment on, standard operating procedures (SOPs) for IATA's Industry Settlement System (ISS), a business settling over $200 billion annually between 100,000 Passenger / Cargo Agents and 250 Airlines.• Lead a team of 3 business analysts, 50 SMEs and 2 consultants to document 17 SOPs for IATA’s ISS, focusing on financial and operational risk management• Align 360 ISS operations located in 65 countries & authorise their relocation to 5 regional hubs, by certifying compliance to 93 key controls extracted from 17 SOPs

Geneva, Switzerland

Responsible for the business development of Inflight Services as a financially self-sufficient area of activity, by developing industry standards, procedures and recommended practices in cooperation with industry stakeholders, and by developing and promoting a portfolio of core products, including various training modules, in response to industry needs.• Deliver training to ground handlers on IATA’s system establishing SLAs for airport handling services and measuring service delivery performance against standards• Rebuild IATA’s Inflight Services as a financially self-sufficient area of activity, by developing industry recommended practices and a portfolio of core products• Drive development and launch of IATA’s first caterer quality audit programme, to generate IATA revenues, and reduce industry costs by $55m annually• Lead a global industry task force to update IATA’s guidelines on special meals to improve safety, avoid aircraft diversions and reduce carrier liability

Montreal, Canada

Founder of BDP Administration Inc., a consulting firm offering services to the airline industry.

Montreal, Canada

Accountable for establishing performance and operations standards for 8,000 cabin crew by directing a team of 5 employees focused on maintaining and enhancing Air Canada’s level of customer service, employee productivity and safety.• Deliver $45m annual cost savings, by directing development and implementation of Air Canada’s post 9/11 recovery plan within Inflight Services• Achieve $27m cost reduction target and obtain single Air Operator Certificate from Transport Canada, by providing direction on all Air Canada / Canadian Airlines integration within Inflight Services

Montreal, Canada

Responsible for the management of multiple cross-divisional projects, including being the point man on all information technology issues and the In-Flight Service representative on several internal and external committees, such as Air Canada’s reservation system Change Management Committee, Year 2000 Steering Committee, Information Technology Executive Council, Star Alliance Committee and IATA Inflight Board.• Realise $3m annual cost savings, by developing and implementing a fully integrated system improving control over Air Canada’s outsourced flight catering

Montreal, Canada

Responsible for the provisioning of all Air Canada’s scheduled and non-scheduled flights, through development and distribution of effective provisioning plans to catering operations worldwide, while ensuring compliance with established product standards and remaining within financial targets.

Montreal, Canada

Responsible for the long-term capacity planning and daily production scheduling of Air Canada’s component maintenance operations. Responsibilities also involved use of business process re-engineering principles in the development and implementation of new processes and business applications, to support capacity planning, turnaround time management and daily production scheduling.

Montreal, Canada

Responsible for the application of industrial engineering principles at Air Canada Technical Operations.

Toronto, Canada

Responsible for the application of industrial engineering principles at Air Canada Cargo.

Mba, International Business

Activities and Societies: Founding Member of International Club

B. Eng., Mechanical Engineering

Minor in Business Administration

High School & College Diplomas