Manager Assistant E-business Transactions & Customs Operations

Job Summary

The incumbent is responsible for ensuring that all transactional and customs-related issues are resolved for CN to maintain operational fluidity. The incumbent leads and coaches a team of unionized employees, including carrying out daily scheduling and troubleshooting. Furthermore, the incumbent ensures that all regulatory customs changes are properly planned for, tested internally and externally, and implemented with both customs authorities and CN. The incumbent oversees process, procedures, and escalation for Holds and Overloads, and waybill.

Main Responsibilities

People Management

·Carry out weekly scheduling for all unionized team members including assigning daily workload

·Communicate employee scheduling information to Payroll daily

·Troubleshoot unionized employee issues regularly

·Handle Step 1 grievances including carrying out investigations

·Coach and counsel unionized employees and carry out informal performance management

·Lead daily team meetings

·Train and onboard unionized employees

Regulatory Requirements and Compliance

·Collaborate with Information and Technology (I&T) to ensure that all regulatory and compliance changes such as Transport Canada, the United States (U.S.) Department of Transport, Canada and U.S. customs are properly implemented across the organization

·Ensure processes, programming, and communication are in place prior to implementation enforcement of new regulations

·Oversee implementation of changes to customers and within CN via published bulletins and job aids

·Handle all U.S. and Canadian customs penalties, including investigating, disputing, submitting for payment, and providing follow-up coaching to appropriate CN departments

·Liaise with U.S. and Canadian customs officials on all border and in-land issues

·Participate in industry committees

Processes and Procedures

·Receive requests from individuals across CN, including Senior Leaders, Account Manager for new procedures or processes

·Meet with appropriate individuals within and outside CN to gain a better understanding of new required procedures or processes

·Act as Subject Matter Expert to brainstorm and develop new procedures or processes

·Initiate efficiencies and establish best practices

·Ensure that new procedures or processes are implemented appropriately, including creating, drafting, communicating and monitoring accordingly

Planning

·Prioritize daily, weekly, and annual action items

·Establish and monitor workload and people measurements, including Key Performance Indicators

·Carry out staff and resources planning including training, qualification, and succession planning

Responsibility Weights (%) for Job Eval

· People Management – 30%

· Regulatory Requirements and Compliance – 30%

· Processes and Procedures – 20%

· Planning – 20%

Working Conditions

The role operates under standard office working conditions, with a Monday to Friday workweek. This is a 100% on-site position requiring employees to work five days per week in the office. The role requires being available 24/7 to respond to operational issues and working a scheduled weekly on-call rotation. The role involves managing priorities and delivering work within established timelines, with support from the team to ensure sustainable and effective workload management. The role requires travel within North America.

Requirements

Experience

 Customs Processes

· Minimum 3 years of experience in North American customs processes

oExperience leading unionized employees

oExperience in the rail transportation industry*

·Candidates with an equivalent combination of education, training, and experience will be considered

*Any requirement marked with (*) will be considered an asset (not mandatory)

Education/Certification/Designation

·Bachelor’s Degree in a related field

·Candidates with equivalent practical experience, education, or training will be considered

CN Values (Expected Proficiency Levels)

·We care about each other – Proactively improves safety and inclusion

·We strive for excellence – Seeks insights to drive change

·We succeed together – Actively supports team and adopts digital discipline

·We lead responsibly – Makes values-aligned decisions and owns mistakes

Leadership (Expected Proficiency Levels)

·Vision and strategic thinking – Focuses on short‑term team priorities

·Impactful and inclusive leadership – Encourages open dialogue and ensures all voices are heard

·Performance and value delivery – Optimizes team performance and ensures resource efficiency

·Empowerment and talent development – Encourages growth and supports initial decision-making

·Strategic communication and influence – Shares priorities and connects work to short‑term goals

·Managerial courage and decisiveness – Makes timely decisions and addresses performance gaps directly

Job Specific (Expected Proficiency Levels)

·Financial acumen – Monitors team budgets and identifies cost-saving opportunities

·Autonomy – Works independently, seeks clarity

·Compliance – Guides team on compliance and risk measures

·Political acumen – Builds team relationships and navigates approvals strategically

·Interpersonal flexibility – Adapts communication to teammates’ perspectives

Technical Skills/Knowledge

·General Microsoft Suite computer skills, including MS Access

·Knowledge of Structured Query Language (SQL) and Database applications

·Knowledge of Canadian and U.S. transportation regulations

·Knowledge of dangerous goods and customs regulations

·Time management

·Knowledge of Service Reliability System (SRS)*

·SRS waybill and customs knowledge

·eBusiness and Web Based Training (WEB) application knowledge

·Knowledge of Electronic Data Interchange (EDI) message sets and WebMethods

*Any requirement marked with (*) will be considered an asset (not mandatory)