FHS Customer Operations Manager

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