Head of Operations

• Strategy and Transformation

  • Lead and locally deploy the S&S Regional Strategy with the support of the regional Head of Operations, H/O métiers and of the local CC MD.

  • Propose to MD and the APAC Head of Operations the local strategy and provide inputs for regional strategy

  • Define the strategy in consistency with the Regional Strategy, ensure its approval, drive its execution. Regularly update and follow-up the strategic plan

  • Ensure alignment of all stakeholders in AH and in Airbus with the approved strategy

  • Lead and manage Strategic Partnership development and transformation of MRO, including change management with the respective local teams.

  • Develop the Partnership collaboration on the 3 pillars : S&S Distribution / AC Sales and Completion Line/ MRO center

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• Customer Satisfaction

  • Measure Customer Satisfaction after AC MRO delivery.

  • Support the contribution of the Customer Logistics Manager to the performance of the Front Office in the CC.

  • Ensure the local monitoring of Customers’ feedbacks and of the effective deployment of corrective action plans when required.

  • Support the local team in the resolution of issues impacting customer satisfaction.

  • Support communication with the CC customers on S&S activities.

• Customer Support Manager (CSM) community management

  • Manage the CSM/CLM team, including, in collaboration with Regional management teams, skills & competencies assessment and development, MBOs definition and evaluation in relation to the CSM/CLM role

  • In collaboration with Regional management teams, develop and execute a comprehensive development program for enhancing skills and competencies of CSM/CLM community

• Commercial Policy, Sales, Business Development and Contract Execution

  • Cascade with the Head of Sales S&S APAC the yearly local S&S sales objectives in the CC.

  • Support the local SSMs to achieve bookings and gross margin targets.

  • Support Strategy & Marketing in the local promotion of Support & Services. Identify the potential distribution channels.

  • Build and provide on time and on quality technical and competitive costing elements for local S&S offers.

  • Ensure margin objectives for local MRO activities. When deviations are requested by the Sales team, validate their acceptability and/or escalate for arbitration at MD CC level.

  • Execute local contracts.

  • Support the business development projects in the CC when required.

• Performance Management:

  • Act as local Team to establish, deliver and monitor Operations S&OP (OP/FC forecast).

  • Ensure effective local deployment of transversal S&S and Support Engineering policies and

• Standards, methods & tools (Franchising, etc.).

  • Deploy the KPIs and visual management system enabling to monitor the performance with the MD CC.

  • Deploy the local improvement plans, improvement initiatives and share best practices, return of experience.

• Operational Management

  • Develop transparency, collaboration and team spirit between local and regional teams

  • Ensure Company Excellence System processes are duly applied

  • Ensure Customer Service standards are achieved

  • Ensure the local deployment and respect of the group, international and national requirements for quality, occupational safety, aviation safety and flight operations under the lead of quality/occupational safety and flight safety officers

  • Support the Aviation Safety roadshows planning and execution in the CC Team Management:

• In collaboration with the relevant HR representative,

  • Lead the local S&S and Support Engineering team and ensure their functional link with their Regional counterparts

  • Plan, review and manage staffing, resources deployment and utilization.

  • Conduct as applicable to goals setting, performance evaluation, and compensation review.

  • Identify, assess, manage and develop the required competencies and skillsets; define or contribute to the definition of development, succession and retention plans.

• As member of the CC’s local management, promote and ensure the effective respect of the Group ethics and compliance rules

• Identify and specify synergies to avoid duplications of efforts/work and generate cost savings

• Demonstrate, encourage and develop Airbus Leadership Model behaviors and ways of working within teams.

• Other duties reasonably determined from time to time by the Company

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• Master degree in science and technology

• Support & Services activities overall knowledge

• Materials support experience (spares, repairs, Hcare)

• Aircraft Maintenance experience

• Aviation Training and licensing knowledge

• Aviation Airworthiness knowledge

• Ability to work in international environment

• Experience in Google workspace