Manager- Customer Support & Request Handling

About the Company: Customer Support & Request Handling BLR UD- CF5 Founded in 2005, Lufthansa Technik Services India (LTSI) is a fully owned subsidiary of Lufthansa Technik AG (LHT) of Germany. Based in Bengaluru, our 500+ team delivers value-added services to Lufthansa Technik’s Maintenance, Repair, and Overhaul (MRO) spectrum for all common commercial aircraft types (Airbus, Boeing, Embraer). LTSI specializes in customer service, supply chain management, digital and engineering services, procurement, airfreight and financial services for the aviation industry.

About the Role: Your tasks and responsibilities:

• Lead, motivate and develop employees. Be actively involved in team/people/process management
• Drive process and KPIs. Ensure a very high level of quality and reliability of the services. Take full ownership and responsibility towards all internal customers and prioritize tasks
• Conduct 1:1 reviews. Assign tasks and drive individual means to support and guide each employee, including annual appraisals and regular personnel exchange
• Assume commercial responsibility by selecting, approving and implementing process improvements based on an economic evaluation of cost and benefits
• To be actively involved in quality and performance management of the process and bring about tangible improvements
• Take initiative to learn all processes and build the knowledge so that the team has confidence in the leader
• Ensure SCM calculation, Max JPM, Dispatching & Customer status reporting business are running as per the agreed service level
• Conduct regular review meetings and process review with all stakeholders
• Perform special tasks, handle projects with full responsibility
• Conduct regular internal customer interviews and ensure a high level of internal customer satisfaction.

Qualifications: Your Qualifications (Educational Background, Personality and Skills):

• Minimum 10 + years of total experience.
• People management experience of minimum 4 years
• University Degree or graduate engineer (Mechanical/Aeronautical/Transportation/etc.), Master in (Business Administration/Operations/etc.) would be an added advantage
• Previous experience of BPO / ITES / KPO / Technical /Engineering Services
• Good communication skills- speaking / reading / writing
• Flexible with working hours as per process requirements. Open for shifts.
• Ability to guide / mentor employees.

Required Skills: Skills (including but not limited to) - Decision Making, problem solving, working under stress, time management, multi-tasking, customer centric, persuasiveness and assertiveness. Independent and systematic work with changing requirements.

• Ability to handle High volumes and pressure.
• Knowledge of MS Office – Work, Excel, PPT
• Confident appearance & excellent communication skills at all levels within a business & client facing skills
• Ability to structure, disposition and planning complex workflows and issues. Experience in change processes desired.
• Resilient, outgoing personality with strong problem identification and solving skills and a good sense of judgment.

Pay range and compensation package: [Pay range or salary or compensation]

Equal Opportunity Statement: [Include a statement on commitment to diversity and inclusivity.]