AVP Customer Operations - Permanent/ Fixed Term Contract

SMBC Aviation Capital is entering into a period of strategic change and ambitious growth and is investing in transforming our processes and services. The Customer Operations team is at the heart of this change and plays an integral role in delivering our customer centric strategy and supporting our customers’ needs. Delivering for our customers is at the heart of our business. 
The Customer Operations team sits within the Customer Operations and IT function. The Team has a broad remit; day-to-day activities include ensuring the integrity and completeness of up-to-date aircraft lease data held in SMBC AC systems, timely and accurate Accounts Receivables billing and associated reporting, recording of utilisation data, the calculation of Maintenance Reserve Rate & Flight Hour to Cycle  activity and responding to ad-hoc customer and internal stakeholder queries. 

 

 

Reporting to the EVP/SVP Customer Operations and located in Dublin, the position of AVP Customer Operations is a key member of the Customer Operations team. The AVP Customer Operations is responsible for providing an efficient and seamless customer service to their portfolio of customers. The successful candidate will identify, initiate and drive projects intended to improve and streamline the customer experience.

This role will provide the successful candidate with the opportunity to join, experience and contribute to the business of one of the leading global aircraft leasing companies, and will be highly attractive to those interested in either developing their aviation career.

The opportunity What you need Join our team

Core Responsibilities

  • Assume responsibility for a customer portfolio (of owned and managed aircraft) –

    • Ensure timely and accurate input and maintenance of all lease data to SMBC AC systems.

  • Manage from receipt to resolution all queries received in relation to your portfolio of customers.

  • Schedule and manage lease contract events – including but not limited to receivables & payables, audits, FHC Adjustments and all aspects of Letter of Credit and cash security data management.

  • Manage the end-to-end Rent and MR utilisation & invoicing process.

  • Adhere to agreed SLAs in relation to customer impacted operations.

  • Support our colleagues across the business and the deal teams as required on customer queries, provide information needed to support business decisions and inform & educate on the impact of unusual lease provisions on the customer and SMBC AC. 

  • Demonstrate a customer centric mindset and strive to continuously improve processes 

  • Pro-actively develop good working relationships with counterparts in other teams across SMBC AC.

  • Support projects and initiatives that leverage our IT platform and are in line with company objectives.

  • Cover for and support Customer Operations colleagues when required.  

  • Collaborate with colleagues to identify baseline metrics for interaction with customers, tracking and reporting these metrics to increase reliability in key interactions.

  • Support the formal customer feedback process to include SLAs, management & escalation, process review and close out.

  • Troubleshoot customer issues; consult and advise cross-functional teams to ensure processes and approaches result in efficient, high-quality service.

  • Review errors and control breakdowns including identification, resolution, reporting, root cause analysis and remediating actions.

 

Qualifications & Experience

  • At least 3 years of experience in a similar operations / administration / support role.

  • Prior experience of a fast-paced corporate financial services environment an advantage

  • Ability and flexibility to work in a fast paced, dynamic team environment. 

  • Strong, proven MS skills essential (particularly, PowerPoint and Excel). SQL and Advanced Excel an advantage but not essential.

  • Excellent time management, organisational and problem-solving skills.

 

 

Critical behaviours

These embody our culture and are central to how we work together at SMBC Aviation Capital:

  • Respect: Two-way communication: listen intently, give quieter voices a platform and be conscious of tone. Respect people’s time and be flexible in accommodating others.

  • Trust: Create a psychologically safe space. Do what you say you will do, when you say you will do it. Be honest, communicate openly and be respectful of each other’s needs.

  • Integrity: Always do what is right including when no one is watching; treat people with respect and kindness; be self-aware, compassionate and embrace diversity.

  • Connect: Collaborate to unleash the full potential of our diverse talent. Respect each other’s expertise and perspective and welcome challenge. Foster an inclusive and fun environment where accomplishments are recognised and take pride in winning together.

  • Adapt: Be brave and curious – anticipate the future and be proactive. Have a ‘why not’ attitude, learn from previous experiences. Call out bureaucracy when it is evident in a process or way of working. Be agile to meet and exceed our customers’ needs. Demonstrate resilience and support each other.

  • Achieve: Take accountability and ownership to deliver results, be ambitious and take pride in everything we do. Set each other up for success and share insights. Do what it takes to drive positive change and seek opportunities to innovate and grow our business and people.

 

Take your career to new heights – come join us at SMBC Aviation Capital 

We are a fast paced, growing business with a focus on excellence where a world of opportunity awaits candidates with the right attitude and ambition. 

Through the SMBC Aviation Capital People Commitment we offer a comprehensive suite of benefits, aligned to your needs as you move through different career and life stages. The SMBC AC People Commitment also includes our people-led culture; reward & recognition; along with our learning, wellbeing, inclusion, engagement, and CSR initiatives.  In return, we ask you to bring your ambition and commitment to your work here at SMBC AC to mutually create an exceptional employee experience. 

Our workplace is one where diversity is welcome, and people of all backgrounds are supported to be at their best. We are an equal opportunities employer and strive to build an ever-inclusive work environment.  We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please reach out to us at Careers@smbc.aero

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