Customer Operations Manager (Maternity Cover, 6-8 months)

Rolls-Royce; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading aerospace company in Singapore is looking for a Customer Operations Manager for a maternity cover of 6-8 months. The role includes overseeing service delivery and managing customer relationships effectively. Candidates must have a degree or equivalent experience, extensive customer service skills, and the ability to lead teams in a global context. Competitive salary and attractive benefits are offered.

Benefits

Competitive salary

Exceptional benefits

Employee discounts

Qualifications

• A good understanding of Rolls‑Royce products and services.
• Extensive experience working directly with customers and delivering to their expectations.
• Experience operating in a complex global environment and managing multi‑national teams.

Responsibilities

• Define & deliver critical customer delivery plans.
• Recruitment and development of Airline Services Teams.
• Lead the EIS process for new OE and transitioned fleets.

Skills

Customer relationship management

Project management

Team leadership

Communication skills

Education

Degree level qualification or equivalent industry experience

Job description

Customer Operations Manager (Maternity Cover, 6-8 months)

Location: Seletar, Singapore

Only candidates with the legal right to work in Singapore will be considered. Please note that applicants without this eligibility will not be considered.

We have an exciting opportunity for a Customer Operations Manager to join our team in Singapore on a 6-8 month maternity cover contract.

Accountable for in‑region delivery of services including fleet availability, flawless entry into service and resolution of complex customer issues. Operating in a shared‑service model, the Customer Operations Manager will integrate Service Line and Engine Team deliverables to satisfy our customer commitments.

Reporting to the VP Customer Operations, tasks will be prioritised in order of safety, contract commitment, availability assurance and finally, segmentation principles. The Customer Operations Manager will lead regional Customer Operations Officers and ASTs to ensure that all services processes are being performed to specification for the Trent 1000 fleet and customers. The role will be customer facing but not primarily customer aligned.

Key Accountabilities

• Define & deliver critical customer delivery plans in accordance with Service Line & Engine Team policies. This includes focused accountabilities for service line needs specific to a region (e.g. Specific Availability Services, dedicated IFS or OWS). Include integration and execution of fleet campaign roll programmes. Use influence, VOC and local knowledge to prioritise proactive outcomes such as coordinating stagger plans in conjunction with the EMC, while managing reactive concerns. Work directly with customers as required to achieve this.
• Recruitment, development and task management of Airline Services Teams (ASTs) – and where appropriate, facilities – in‑region.
• Support Customer Account business meetings with appropriate and standardised operational content. Cadence in line with segmentation principles.
• Lead the EIS process for new OE and transitioned fleets to provide seamless operational readiness for customers.
• Definition, prioritisation and sentencing/allocation of Services‑related customer complaints, SDFs and customer satisfaction metrics.

Qualifications

• Qualified to at least degree level or equivalent industry experience.
• A good understanding of Rolls‑Royce products and services.
• Extensive experience working directly with customers and delivering to their expectations.
• Experience operating in a complex global environment and managing multi‑national teams.
• A very good understanding of the services we have contracted with our civil aerospace customer base.

We offer excellent opportunities to develop, along with a competitive salary and exceptional benefits, including bonus, employee support assistance and employee discounts.

Other Information

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives, and the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

We can learn more about our global Inclusion strategy here.

So that you can be your best at work and home, we’ll consider flexible working arrangements for everyone, in any role.

Rolls‑Royce follows a merit‑based employee recruitment process and does not charge or accept any payment or security deposit from candidates during the recruitment process. Candidates seeking employment with Rolls‑Royce should be cautious of potentially fraudulent communications and offers from individuals and agencies purporting to be from, or acting on behalf of, Rolls‑Royce.

Please refer to the career section on the Rolls‑Royce website to verify employment offers or vacancies. Rolls‑Royce shall not be liable for any loss, damage or consequences that may arise from any communication or offer of employment not directly made by Rolls‑Royce.

Rolls‑Royce reserves the right to take legal action against any individuals or agencies acting on behalf of Rolls‑Royce without authorisation.