FHS Customer Operations Manager

Airbus · Hong Kong

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Job Description:

Position Summary
 

Airbus FHS is providing a Component exchange program for maintenance purposes to Airlines. 
 

The Jobholder is responsible for managing the Entry Into Service (where applicable) and subsequent daily operational performance (Cost, Quality and Lead-time) of one or more FHS contracts provided to Airbus Customers.

• Oversight of all the operational management activities related to the FHS Component contracts (Order processing, backlog of open orders, delivery of parts, good receipt confirmation by customers, installation & removal of parts by customers, return of core units, planned demand management, retrofit campaigns…) in accordance with the contractual targets.

• Monitoring of the delivery performance (including collection of data and production of KPI)

• Daily communication & relationship management with customers

• Crisis management

• Definition of improvement plans and the monitoring of their implementation / effectiveness
   

The Jobholder will work in a widely international environment, with colleagues in Europe (mainly Toulouse, France), Asia (mainly Kuala Lumpur, Malaysia & Hong Kong, China) and USA (Miami) and a large number of service providers.
 

The jobholder, a member of the Flight Hour Services (FHS) organization, to be based in Hong Kong, reports functionally to the Head of FHS Customer Operations (SMROC) based in Toulouse and operationally to the Head of FHS Hong Kong Region.
 

Primary Responsibilities
 

- Client Related Activities

The jobholder is responsible, internally and towards the customer, for the overall operational performance of their FHS contracts. This includes:

• Ensuring daily FHS operational performance, managing the local interface with Customer(s) to secure their satisfaction.

• Ensuring adherence to contract service level (operational, quality & cost performance) through clear and consistent reporting of Key Performance Indicators.

• Support the FHS teams in case of Aircraft-On-Ground situations (Interface with customers, proof of AOG, applicable MEL…)

• Act as focal point or support multifunctional team in case of operational crisis (Special meetings with the customer, special drumbeat of the whole supply chain…)

• Communicate progress of actions plans to resolve supply chain issues to the Customer.

• Act as an entry point for the customer to follow the implementation of retrofit programs, liaising with the Retrofit Monitoring and Inventory team and escalating any issues.

• Act as an entry point for the customer to follow the needs linked with the scheduled maintenance of Customer’s fleet (schedule, order creation…), liaising with the Schedule Demand Monitoring and Inventory team and escalating any issues.

• Work with the Customer to ensure timely confirmation of the good receipt of serviceable units + timely return of unserviceable core units + timely upload of mandatory data in the FHS Portal.

• Support On-Site-Stock stock take in close collaboration with Airbus FHS Finance team.

• Visit customers where and when required

- Entry into Service Activities

The jobholder may be called upon to manage the Entry Into Service of new Component Deals. Their accountability includes

• Entry Into Service planning and work streams management 

• Preparation of key deliverables such as the Interface manual, delivery of Customer Specific requirements, and initialization of IT tools with the appropriate stakeholders

• Drumbeat the initial delivery of provisioned parts to the On-Site Stock where applicable.

• Train the Customer resources to use the different tools and ensure readiness for EIS.

- Operational Activities

The jobholder shall work closely with the relevant Customer Program Manager (CPM) to:

• Supply all required operational data to the CPM to secure the overall commercial performance and development of the deal

• Define and prioritize improvement plans, address issues and manage escalation

• Identify opportunities through local operations where the additional sales opportunities may exist through be development or extension of the contract(s)

• Prepare operational inputs and participate to the regular Program Management Reviews (PRM) with Customer’s management organized and run by the CPM

• Identify the root causes of performance shortfalls and take appropriate measures or coordinating action plans to correct or resolve the issues.

• Resolve and/or support the dedicated multifunctional team to resolve the non-quality events leading to performance shortfall (Abnormal status, Right First Time, lost parts…)

• Keep customer referentials updated (points of contact, email addresses, phone numbers...) and collect TechLog

- Material Management

The jobholder is responsible, internally and towards the customer, for maintaining and improving the FHS global supply chain. This includes:

• Monitor and understand the customers internal supply chain with respect to FHS Component activities. 

• Monitor and make sure that the serviceable parts are confirmed received by the customer in the FHS Portal

• Support the FHS teams to monitor, understand, justify each removal from aircraft & act as a point of escalation to collect and verify the removal data.

• In case of certain types of supply chain blockage, the jobholder will review with the customer and may request the shipping of unserviceable parts to be held until the situation is resolved or to route these parts to a new destination (other FHS warehouse or direct shipment to a repair shop).

• Resolve FHS warehouse blockages linked to the customer.

• Collect evidence, required documents, proof of deliveries, AWB… from the customer where and when necessary.
   

- Project Management

The jobholder may, upon request of the FHS leadership, take part in or be responsible for some business improvement projects, internally and towards the customer, for maintaining and improving the FHS global supply chain. This includes:

• Implementation of new KPI

• Update of the working instructions

• Development of new services

• Contribution to MFT (such as CIM forum) 
   

Qualified Experience / Skills

• A university degree in engineering, quality or program/business management, purchasing or aerospace or an equivalent combination of education.

• Minimum three (3) years of experience in the aviation or supply chain industry.

• Demonstrated ability to work effectively in a multi-lingual, multi-cultural environment.

• Good experience/knowledge in airline operations and/or Flight Hour Services activities

• Quick learner

• Fluent in English (spoken & written) & Chinese

• Demonstrated effective communications skills and the ability to manage communications and sometimes conflict with customers or between different functions/departments with disparate missions and gain agreement on a path forward.

• Good negotiation skills

• Good ability to organize his/her time and manage priorities; ability to work with short deadlines

• Ability to work in autonomy, in a changing environment.

• Team spirit with the ability to demonstrate exceptional communication and interpersonal skills in a multicultural environment

• Be a team member having strong and respectful connection with teams in Hong Kong Region and various places in the World

• Ability to effectively coordinate the work of others with different technical skills and experiences

• Ability to lead problem definition using a matrix organization and without direct management authority by leveraging communication, interpersonal skills

• Customer Focus and management of customer expectations

• Quality minded

• Ability to work with several IT tools, including Maintenance Information Systems (MIS), spreadsheet and Google apps

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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