Customer Care Centre - Structure Repair Program Manager

Job Description:

Job title : Customer Care Centre - Structure Repair Program Manager

Grade : Band - VA

Work location : Bangalore

Accountabilities:

The jobholder will evolve at the heart of the Customer Care Centre Operations whose mission is to support our worldwide customers (airlines and MRO) in a timely manner by delivering technical solutions supporting their operations 24/7.

The jobholder will ensure a strong program drumbeat and efficient enablement of the structure repair dossiers for our worldwide Airbus customers, covering the entire Airbus fleet, except A220 (support managed from Mirabel, QC), and for all structure ATA chapters.

The Structure Repair program manager will report operationally to the Head of Fleet Efficiency and Engineering India & South Asia and functionally to the Head of Structure Repair Support (AOG and heavy maintenance - SBCA).

Within the framework of the Airbus Customer Services policy and processes, the jobholder is responsible for the cascade of objectives to all our stakeholders with associated follow-up and set-up of recovery plan when needed.

The Program leader is accountable for his/her stakeholders’ region (South Asia).

The Structure Repair program manager works actively with each stakeholder worldwide (1I, 1S, 1x), incl. China, Malaysia and USA teams, and with the SBCA Global operations managers.

In his/her role, the Structure Repair program manager :

• Drumbeat and enable all our stakeholders on below aspects:

  • Budget (Actuals/Forecast, Unit cost)

  • Performance (OTD, Lead-time)

  • Quality (at each step of the process)

  • Volume of activities (Actuals/Forecast)

  • Headcount (Enabling the “demand”)

  • Technical delegations (Enabling the performance)

  • Continuous improvement

• Work in close relationship with Operational leaders and SBCB (Operations & Business Efficiency)

• Work closely together with peers in the organization to ensure harmonious team spirit within the overall Repair Solutions organization and to ensure Customer Services objectives are met.

• Defines objectives and targets to our stakeholders

• Regularly follow and drumbeat the activities through Program Review Meetings (PRM)

• Collaborate with the AOG stream leader to ensure that the objectives are aligned between AOG and Heavy Maintenance activities

• Follow or develop the right key performance indicators enabling the 2030 ambitions

• Build and follow the overall budget for structure repair

• Contributes to the consolidation of the Demand Forecast for SBCA.

• Cascades the Demand Forecast into Capacity Requirements for the stakeholders of SBCA

• Identify the R&O and enable the E2E process

• Contributes to the development and enhancement of working policies and procedures for the Repair Solutions activity, and adopts a continuous improvement approach.

As a new role in the organisation (in Toulouse, Wichita, Beijing and Bangalore), the program leaders community will have to set and deploy the governance and standards associated with the role.

Requirements :

• Minimum of (3-5) years of experience in programme management

• Minimum of 5 years of experience in Customer Services is preferred

• Ability to communicate effectively, both verbally and in writing, to teams and business partners worldwide.

• Proven capacity to engage, connect and collaborate in a constructive manner with internal and external stakeholders

• Proven Track Record in change management: strong experience in implementing changes -process/way of working- in medium sized organizations (100-150 people)

• Experience in fast paced/ high pressure environments.

• Solid interpersonal and agility skills to evolve in a highly-demanding and multicultural environment

• Strong capacity to present resolution plans to senior management and ability to present and discuss at Management and Working level within Airbus and support Customers visits in case of reporting / escalation / etc.

• Capacity to influence

• Basic knowledge of Airbus Aircraft Structure

• Engaged, adaptable and collaborative,

• Language skills: English Negotiation Level.

Those candidates with relevant experience ranges between (5-10) years are suitable for this requirement.

The (designation / title) of this position would vary with respect to the relevant experience of the candidates.

Job Disclaimer & Notifications:

We bring to the notice of all concerned that Airbus India Pvt. Ltd (hereinafter referred to as "AIPL") follows a fair and merit-based employee selection and recruitment practice.

Airbus India does not:

● Send job offers from free email services including but not limited to Gmail, Rediffmail, Yahoo mail, Hotmail and others

● Authorize anyone to either collect money or arrive at any monetary arrangement in return for a job at AIPL

● Charge / accept any form of consideration or security deposit from job seekers and applicants during any stage of the selection and/ or recruitment process

● Request for your credit card number or bank account number

It has come to our attention that fake job offers under the aegis of Airbus India or Airbus India Pvt. Ltd. have been circulated by unauthorized personnel. On receipt of an interview call for any job at AIPL, the candidate may take some measures such as visiting the official website or career site of Airbus to get the contact details to enquire with the Human Resources department of Airbus India regarding such jobs and/or the interview details and any other relevant information

For further information on Airbus India Careers, please click here. Please check www.airbus.com to get the contact details and enquire with the company to confirm if any information that you have received is genuine; do not respond to any fraudulent communication. AIPL will not be responsible to anyone acting on an employment offer not directly made by Airbus India Pvt Ltd. anyone making an employment offer in return for money or other type of gain is not authorized by AIPL and is not offering an approved job. AIPL reserves the right to take legal action, including criminal action, against such individuals/entities

**Airbus is proud to be an equal opportunity employer and is committed to creating an inclusive and diverse work environment. AIPL selects job applicants (internal and external) on the basis of suitability for the job, and irrespective of gender, marital status, age, sexual orientation, gender identity or expression, nationality, religion, ethnicity or differently abled/ (dis)ability.

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.

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