Job Description

About the Customer

Company is a provider of MRO services to the aviation industry. The company is involved in the overhaul of government aircraft; maintenance of engines, equipment, and components; and fitting-out of large executive aircraft.

About the Role

Designation :Title: Manager Fulfillment Customer Service

• Reporting: Mainly to Hong Kong / locally in Bangalore
• Experience: 15+ years
• CTC offered: 40 LPA
• Work Mode: Hybrid 3 days in office ( Bangalore) 2 days remort, should be open to travel for 3-4 days a month ( will include Pan India Travel)
• Required Skills: Should be someone from the Aviation sector, with customer-facing experience, Techno Commercials experience, People Management / Team Management, should have handled a team of 10 to 15 members, Should have also done Contract Management,

I. Tasks and responsibilities:

Responsible for managing all Companies customers in South Asia. Managing the commercial responsibilities which also involves decisions like payments / discounts etc. Managing the customer relationships. Incumbent also acts as the first point of escalation.

The related tasks include (without being limited to):

• Manage and coordinate Segment Aircraft Component Services (ACS) in India and other assigned countries including Customer service, Account Management and Supply-chain related activities. \xe2\x80\xa2 Responsible for performance of mainly flat rate component contracts signed between Company and airline customers in the South Asian region. Ensure optimal commercial performance (revenues, EBIT, payment behavior) as per the business plan along with maintaining the required operational performance KPI as agreed in the contract.

• Complete responsibility of the P&L of the customer contracts. Lead the Key Account team towards developing corrective actions for contracts whose performance are not as per plan.

• Secure existing business, competitiveness and support acquisition of new business. Ensure constant alignment with internal departments in APAC, EU headquarter and US (like corporate sales, finance etc) and extend support for new business opportunities and customer proposals.

• Ensure good business relationships with customer\'s organization and handle customer escalations and disputes. Ensure 100% compliance with all internal and external regulations.

• Lead a team of 15 people consisting of Customer Service Managers, Key Account Managers, Customer Engineer and onsite Logistics in accordance with Companies leadership principles.

• Motivate and develop them (in close coordination with HR), responsible for the overall team management that includes day to day tasks, performance evaluation, HR topics etc.

• Ensure training requirements of the team are addressed. Manage resource capacity in the team including hiring of new team members.

• Ensure the team is in close discussion with LHT\'s internal departments like Process center, Engineering, Workshop, Contract management teams for their day to day task as well as for preparing action plan for any service issues.

• Take a lead in continuously improving processes and gaining efficiency in our service offering in the interest of LHT and the customer.

• Lead complex and large projects and manage special tasks.

• Be comfortable and confident working in an international organization that involves coordination of multiple departments in different geographic locations and reporting to senior management outside of India.

II. Your Qualifications (Educational Background, Personality and Skills)

• Education: University Degree (Economics, Business Administration, Engineering) or graduate engineer and Master in Business Administration with strong academic records.

• PG / PGD in aviation as specialization is an added advantage.

• Minimum 10 years of total work experience is must.

• Minimum 5 years of relevant professional experience preferably within the airline industry.

Work Location:

Bangalore

Work Experience:

3 Years of experience

Background and Requirements

• Minimum 3 years of leadership experience preferably within the airline industry. \xe2\x80\xa2 Strong analytical and logical mindset of cause and effect.

• Resilient, with strong problem identification and solving skills and a good sense of judgment. \xe2\x80\xa2 Strong sense of responsibility, ownership and drive for improvement.

• Outstanding knowledge of business principles and relationship management. \xe2\x80\xa2 Knowledge specific to the aircraft component business.

• Distinct decision making skills, dynamic, entrepreneurial and able to carry responsibility. \xe2\x80\xa2 Excellent spoken and written English skills.

• Able to represent the company in a consistent and professional way \xe2\x80\x93 Able to work under pressure. \xe2\x80\xa2 Creative and innovative thinking. Confidence and credibility at all levels.

• Confident appearance and excellent communication skills especially towards the team, senior management and towards clients.

• Very good organizational and conceptual skills. Good IT Skills in MS-Office.

• Willingness to travel within Asia Pacific and other countries as per the business needs. \xe2\x80\xa2 Willingness to undergo job related assessment centre.

• Knowledge and/or Training in Competition Compliance and Integrity Compliance.

PeopleLogic