Responsibilities:
- Responsible for the Contract Managers and supporting Admin, OCC Manager and OCC Personnel and Ground Operation Manager and Ground Operations Personnel and the functions they are required to carry out.
- Maintain customer satisfaction by supporting client projects, addressing reliability issues, tracking applicable metrics for KPIs, and supporting day to day operations
- Provide leadership, clear direction and mentorship to the entire Service Delivery Team
- Assessing customer feedback and implementing service delivery needs within the business context
- Ensure contractual obligations are being met and assist with contract renewals
- Within your area of responsibility, act as liaison between Company and Customers for annual audit purposes
- Monitor performance and progress using Key Performance Indicators (KPIs)
- Building strong relationships between other Company’s internal departments
- Unless clearly delegated, expect to lead customer interactions on any related issues and orchestrate actions and quick resolutions
- Unless clearly delegated, expect to be responsive to clients in any and all requests or issues, including during off-hours, nights and weekends
- Unless clearly delegated, expect to act as liaison between the Company’s internal departments and the Customers
- Provide agreed upon client reports on general business matters
- Promoting a safety-first culture
- Promoting and cultivating a strong employee culture
- Other duties as assigned by the Area Manager
Qualification Standards:
- High school diploma or an equivalent of 5-8 years’ experience in a similar role required
- Bachelor’s degree preferred
- Proven experience in Service Delivery or similar position
- Aviation, Oil and Gas, or Logistics experience desired
- Excellent verbal and written communication skills
- Willingness to learn and develop new skills
- Prioritize and deliver results by owning and adhering to tight deadlines
- Able to work as part of a team or under own initiative
- Sets and achieves goals to meet the standards of excellence identified by management
- Able to prioritize, organize and manage a complex and sometimes conflicting workload and work well under pressure
- Proficient in MS Office Suite, including Word, Excel, Outlook and PowerPoint
Key Competencies:
- Decisive – Ability to switch gears and make informed, rational choices quickly and with confidence
- Integrity - Maintains confidentiality, and communicates truthfully, respectfully, openly and honestly with others.
- Proactive – Understand the needs and potential issues of the customer and act to provide exceptional customer service
- Adaptable – Ability to remain flexible in a stressful and ever-changing environment
- Relationships Management – build and maintain strong business relations with customers and ensure timely delivery of solutions based on customer needs and objectives.
- Analytic – Critical thinking skills and an analytical mind to understand customer contract needs
- Emergency Responsiveness – Understand that emergencies are inevitable and have the ability to remain calm
- Cross-Networking – Adept at networking across the entire organization and multiple customers
- Ability to work in a constant state of alertness and in a safe manner.
Bristow Group is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
