Head of Operations

Job description

Job Description:

 Position Summary

· 
Plan, define and lead Operations activities in Thailand 

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Lead and manage a MRO center with a multinational Maintenance team based in Thailand 

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Lead and manage a local Technical Assistance with a multinational team based in Thailand as well as revenue management

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Lead and manage the AC MRO activity covering Thai governmental customers and Civilian & Corporate Thai, Cambodian and Laos customers

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Lead and manage Customer Satisfaction concerning local S&S activities

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Accountable and responsible for activities related to MRO center, Technical Assistance, New H/C completion & deliveries, strategic business partners management and development, Operations performance monitoring, customer relationship management, KPIs reporting to APAC Head of Operations. 

· 
Ensure the full implementation of Airbus Ethics & Compliance (E&C) processes and directives in the Operations team in Thailand including Export Control, G&H.

 Primary Responsibilities

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Strategy and Transformation

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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. 

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

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

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

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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 

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Measure Customer Satisfaction after AC MRO delivery. 

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

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

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

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

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Customer Support Manager (CSM) community management

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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 

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Commercial Policy, Sales, Business Development and Contract Execution 

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

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

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

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

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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: 

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

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

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

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

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

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Operational Management 

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

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 Ensure Company Excellence System processes are duly applied 

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 Ensure Customer Service standards are achieved 

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 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

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

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In collaboration with the relevant HR representative, 

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

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

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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 

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

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

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Other duties reasonably determined from time to time by the Company

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Secondary Responsibilities

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Promote a strong Ethics & Compliance Culture 

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Just & Fair Culture – Foster communication and encourage speak-up 

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Set-up a safe and inspiring work environment based on respect, trust and empowerment 

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 Promote and live by the Airbus Values

Personal & Interpersonal Skills Team oriented

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Motivated by challenges

· 
Willing to take responsibilities

· 
Multi cultural experiences

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Sense of anticipation and Proactive behaviour

· 
Strategic vision of the future

Qualification & Professional skills

· 
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

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 Helicopters (Thailand) Ltd.

Employment Type:
Permanent

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Experience Level:
Professional

Job Family:
Leadership

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