Job Description

The Jobholder provides business analysis and digital support to all Airbus Customer Services teams in the Asia Pacific (APAC) region, including the APAC Management. The role is responsible for the preparation, analysis, drumbeat and reporting of internal and external matters. This includes, but is not limited to strategic analysis, business performance monitoring and process improvement, the Customer Satisfaction Improvement Program (CSIP) coordination, administrative planning, and support for on and off-site management, technical and commercial reviews, meetings and events.

Additionally, the role plays a lead role in the digital transformation of APAC ways of working. This includes deployment of Salesforce, Skywise and Google Workspace in an integrated manner across applicable business processes.

Job Responsibilities

Business Support (~40%)

• Working with the regional Business Lines, identify, define and monitor risks, issues and KPI that reflect current and forecast future business performance
• Develop contractual, technical and operational review material and workshops
• Prepare standard reports and dashboards whilst drum beating performance and business reviews, ensuring effective and synthetic communication towards management
• Launch and facilitate strategic analysis of airline accounts and drumbeat resulting actions.
• Coordinate Customer Satisfaction Improvement Program (CSIP) workshops, analysis, action plans, drumbeating and reporting.
• Collation and preparation for APAC Management Monthly KPI Dashboard
• Provide analysis of overdue debt for the region
• Perform a variety of estimation, consolidation, analysis, planning , monitoring & forecast activities based on available data practices or trends for airline / MRO activities as led by Regional Head of Customer Support
• Preparation of dossiers, documents documentations, scorecards for APAC Management and / or other relevant bodies using collaborative tools such as (Salesforce, Quip, Google Workspace, Qualtrics)
• Digital familiarization on various tele-conferencing platforms to prepare venues for virtual Senior Management Meetings

Advocating Transformation (~30%)

• Collect, harmonize and standardize user requirements for internal usage of the new digital products (namely Salesforce,  Google Workspace & Skywise)
• Liaise with Development Teams in Airbus Central Entity to coordinate regional requirements
• Develop Cases and Procedures to deliver training to Regional Staff
• Promote continuous improvement by challenging the effectiveness of current work practices, and initiate and lead improvement projects using the new digital products.

Process Operational Support for SU.CS.01 (~30%)

• Develop and update Process Operational objectives on a regular basis including manuals, handbooks & resource models.
• Engage with regional stakeholders and Airbus Central Entity
• Coordinating Risk & Opportunities workshop for all regions.
• Ensure adherence for Maturity Assessments and Audit(s)
• Monitor process performance Indicators in adherence to target set

Secondary Responsibilities

Support the Customer Support Team with the planning & administration, management and performance of company-wide events

Support preparation and execution of events that are required by the Airbus Customer Services team in APAC and the APAC Management

Job Requirements

• Minimum Diploma in Business Administration
• Well-developed skill and experience with MS Office Products & Google Workspace
• Knowledge and experience with Salesforce, or other customer-relationship, or data-base powered tools or applications.
• Knowledge and experience with cloud based applications.
• Have at least three years’ experience in a coordinating role.
• Possess knowledge and awareness of project management principles.

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.

Skills Required

• Microsoft Office