Customer Support Operations Manager

2 weeks ago

Sepang, Malaysia Airbus Full time

The CSO Team Manager is responsible for supervising FHS CSO operations and the team's performance. This includes managing all types of orders, none AOG or Critical, including back orders management and communication to customers and internal stakeholders.

Key Responsibilities:
1- Manage the CSO team and support the output and its good performance

2 - Support the team members as an expert and mentor new recruits in daily operations

3 - Contribute to process improvement plan by performing lessons learnt, root cause analysis and continuously seek for efficiency and performance improvement. Ensure proper deployment to the team of new processes, rules and regulation. Work closely with the COD trainers to update and
improve processes and procedures as well as operational systems.

4 - Being responsible for the good execution of our contracts, in accordance with the contractually agreed service levels

5 - Daily operations monitoring, reviewing with the CSO cluster leaders the priorities and optimizing the daily task distribution. Monitoring of the contractual KPIs and when required initiating adequate corrective actions.

6 - Point of escalation to urgent requirements or operational critical situations

7 - Manage the planning of the team, including their leaves

8 - Overseeing CSO Operations: Review current practices & ensure SOP’s are maintained and followed

9 - Coach the team as per Airbus standard practices, in the respect of the Leadership model, deploying and promoting good practices within his/her team, AMCS and SLR

10 - M anage relationship with stakeholder within the FHS and Airbus network (including failure root cause analysis and propose corrective actions)

11 - Ensure compliance with export control regulations, CSR specifications and Working Instructions

12 - Work closely with COD Trainer to build and maintain a comprehensive training modules, including question bank on different scenarios to enhance training effectiveness and assessment for trainee

13 - Provide and coordinate for new comers onboarding training, set clear timeline to complete the whole program

14 - Take ownership of building and updating COD team member skill matrix

Min. Education: A degree (Bachelor or Master) in the fields of Aviation, Engineering, Supply Chain or Logistics is desirable

Min Experience: 4 to 5 Years of Customer Services, AOG desk or Supply Chain management in Aerospace
3 to 5 Years Manager / Team Lead Experience

Other Qualifications/Skills:
1 - Leadership mindset, strong sense of rigor, organization and initiative

2 - Support the team members as an expert and mentor new recruits in daily operations

3 - Managing team/Leadership skills

4 - Good team communication skill

5 - Good understanding of KPIs and a Continuous improvement Mindset

6 - Good knowledge in Airworthiness and Aviation regulations

7 - Fluent in English. Knowing French or other languages would be an added advantage

8 - Experienced with Salesforce, SAP, AMASIS or other ERP systems

9 - Highly customer-focused, flexible, and able to work independently

10 - Highly reactive and comfortable with operational environment with very short term deliverables

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.

**Company**:
Airbus Customer Services Sdn Bhd

**Employment Type**:
Permanent

**Experience Level**:
Professional

**Job Family**:
Material Support & services

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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