Job Description:

Job Objectives

• Managing the “customer support operations” governance. He/She is in charge of designing & leading (With all 10&43; appropriate representativity of the APAC Business lines) the Regional S-ops forum dedicated to major customer support issues of all airlines (80&43;) in the region, drumbeat escalations (Salesforce cases management), RDAF prioritisations and connect the APAC region to the central S ops, central business lines  and S leadership team. Generates associated improvement plans, return of experience, reporting briefs to the leadership team and ensures team adherence to the governance. The management of this governance is strategic to efficiently support our customers to maximize their aircraft operations, improve the overall customer satisfaction in the region and secure a sustainable performance in anticipation of the ramp-up of in-service aircraft volume in APAC over the next years.
• Drive the customer satisfaction ambitions (CSIP>50) in animating the CSD community, define APAC strategic developments axis in the region and key KPIs follow-up through monthly Customer support dashboard  (VD&D, GAM heatmap & CSIP actions) to improve sustainably.
• In alignment with GAM and services sales teams, design the new Customer Account strategic governance and drumbeat the overall account by account strategy to ensure deployment of our ambitions keeping in mind revenues growth and customer satisfaction improvements. The jobholder will also be responsible to synthesize the global view of the APAC customer voice, extract & follow up and the top 5 strategic actions for the region and jointly work with BD APAC on solutions’ deployment.  
• Define, prioritize and manage the APAC portfolio of strategic projects identified as key ambitions for the APAC customer support organization and design & lead transformation initiatives associated to this portfolio, 
• Managing the performance and budget dashboard (CG, Debt, Costs & revenues) of the Customer support organization in APAC, provide updates and recommendations to the customer support community and Regional leadership team. 

Job Responsibiities

Regional S-Ops management:

• Lead the regional S ops forum (weekly involving all regional S business such as, Satair, Flight Operations, Programs, Engineering) to ensure rapid resolutions of cases, consistent reporting from CSDs & efficient support to customer cases. Secure that escalations are managed, in escalating to the Central S-Ops forum or respective Business lines (with the support of the Ho APAC customer Support),  in the expected timeframe  and Resolution Target Date of cases  (RTD) targets (80) are met. 

• Prepare and define strategic actions through weekly updates to APAC customer services management team on RTD performance and escalation, work with the relevant CSDs in eradicating overdues (RTD overdue) and monitor performance trend of overdues.

• The jobholder will also represent the APAC region to present escalated cases, request central support, identify potential parent cases during  the central S ops weekly drumbeat and participate weekly to RDAF/engineering prioritization reviews to ensure the APAC priorities are considered. The jobholder will close the loop with the relevant CSD to provide updates on cases escalated and RDAF prioritizations.

• The jobholder will be responsible to ensure engagement of  the regional Business Lines in the customer support governance, identify, define and monitor risks, issues and KPI that reflect current and forecast future business performance 

Customer account management, CSIP & APAC voice of customer:

• The jobholder will be instrumental in managing the APAC airlines customer account management, being the partner of choice of the CSDs, he/she will animate this overall governance. This consists in ensuring airlines account by account governance adherence, joint C&S reviews for mid term strategic reviews but also the CSIP process for the APAC region. 

• As such, the jobholder will need to  Coordinate Customer Satisfaction Regional Improvement Program (CSIP) actions, very dissatisfied and dissatisfied (VD&D) specific actions plans are deployed, perform joint analysis with CSDs &  drumbeat overall execution of these plans for the APAC region.   

• The jobholder will also be responsible to synthesize the global view of the APAC customer voice on a monthly basis, extract & follow up on the top 5 strategic actions for the region and jointly work with BD APAC on solutions’ deployment. 

• The jobholder will launch and facilitate strategic analysis of airline accounts and drumbeat resulting actions and also develop contractual, technical and operational review material and workshops.

Performance monitoring and continuous improvement:

• Responsible for all standard reports and dashboards whilst drum beating performance and business reviews,  ensuring effective and synthetic communication towards management.

• Preparation for APAC Management Monthly KPI performance Dashboard and associated action plan.

• Provide analysis of overdue debt for the region and propose associated action plan at regional level together with the relevant CSDs  

• Perform a variety of estimation, consolidation, analysis, planning , monitoring & forecast activities  based on available data practices or trends for airline / MRO activities as led by Regional Head of Customer Support  

• Preparation of dossiers, documents documentations, scorecards for APAC Management and / or  other relevant bodies using collaborative tools such as (Salesforce, Quip, Google Workspace,  Qualtrics)  

• Manage the regional SMM/ERM/RMM yearly roadmap

Manage regional (APAC) projects portfolio:

• Plan and develop project scope with the main priority on airline account governance to serve customer satisfaction, business growth and strategic development, and multifunctional regional front office to reinforce local reactivity on non-critical and non-AOG airline queries.

• Create and lead a project team for the associated projects 

• Monitor project progress and set deadlines and report to APAC customer support management team

• Overcome obstacles that arise

• Manage the project budget

• Ensure stakeholder satisfaction

• Evaluate project performance

Job Requirements

• Aeronautical background with minimum 7 years experience in the commercial aviation industry
• Technical background in aircraft support & operations with business management mindset
• Ability to understand, analyse and translate Technical Expertise into concrete business situations
• International network and understanding of Airlines operation domain
• Experience in project management (Stakeholders and suppliers management, Risk and cost management as well as project governance)

• Sufficient business acumen to present Business Cases, Deal Committee documents, and Business Reviews 

• Advanced verbal, written and presentation skills (Strong coordination and relational skills needed to deal with customers and authorities) in English (French would be plus)

• Customer service oriented

• Entrepreneurial & business minded

• Team player and ability to work within a diverse reactive team

• Self-motivated in developing understanding of technical subjects

• Excellent organization skills

• Ability to move the strategy to action, develop a plan to implement the strategic recommendations, manage the execution

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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