IM Business Relationship Management - Beijing [China]

 

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Job Description:

The BFP (Business Focal Point) role is a communication & escalation channel between D&IM China and its internal clients.

BFPs report to the User Experience manager of Airbus D&IM China.

The main activities of BFPs are:

1.Interface

Manage the interface between D&IM China and its internal clients, collecting and passing information in both directions

1-1.Clients > D&IM

In proximity of D&IM China internal Clients, at destination of D&IM:

• pro-actively collect requests, complaints, ideas, pain points, needs, schedule priorities , etc, raised by D&IM China internal Clients, to support the development or deployment of Airbus IT tools and improve work aspects.
• communicate KPIs, solutions, etc.
• promote D&IM products, solutions, policy and processes
• maintain a good relationship to the businesses, to allow for early discovery of business IT pain points, e.g. by
  • meeting 1-to-1 the managers, General Managers, front line worker of Clients managers, or
  • joining daily/weekly meetings of D&IM China internal Clients.
  • be the preferred communication channel between D&IM China and each entity executives team (General Manager, Vice President, Senior Head).
• act as D&IM Business Partner to the clients and be involved in business activities to proactively provide D&IM service.
• project an energetic, proactive, professional and innovation-friendly image of D&IM China

1-2.D&IM > clients

In proximity of D&IM teams, at destination of the clients:

• maintain a good relationship with the D&IM colleagues, understand the IT technologies , support the communication and understanding between D&IM and the businesses.
• support the helpdesk to identify recurring problems, propose solutions and communicate these technical solutions to the clients, build or support building high quality training materials for the clients.
• drum beat the resolution of the requests from businesses, also acting as the escalation channel for complaints and urgent cases (e.g. related to production and delivery of aircrafts), manage projects cross functionally.
• guarantee the quality of communications by D&IM China to users
  • reliable, concise, professional, factual, attractive, re-usable.
  • redact communication drafted by D&IM teams
• act as project owner, initiator or sponsor to be the first person of D&IM involved in clients requiring D&IM projects and balance the resources.

2. Improve

Improve the interface between D&IM China and its clients:

• promote the quality use of:
  • efficient communication channels : verbal, email, chat, in-person, online, etc
  • promote direct communication between functions (e.g. helpdesk, AOP, etc)
  • PPS for resolution of D&IM China problems. Drum beat D&IM problem solving activities and coordinate to give a final one-voice response.
• leverage other teams resources, e.g. helpdesk,
• maintain a high level of service quality by D&IM China

Qualifications

• Education
  • bachelor, or
  • master in computer Science or other IT/engineering related fields.
• Experience
  • 0-5 years of experience in
    • application support or
    • IT infrastructure engineer or
    • other IT background works.
• Basic Skills
  • Excellent English and Chinese verbal and written communication, self-confident to explain technical topics at all levels of the organisation.

• Soft Skills
  • Flexible, open-minded, open to change, able to adapt under new circumstances and sometimes stressful situations.
  • Conflict management, stakeholders management.
  • Analytical & structured, able to decrypt and analyse complex situations, gather information and autonomously contact with the right people to propose solutions
  • Focus on customer service, patience, empathy, self-driven, handling and prioritising multiple topics in parallel and bringing them to a closure.
  • Creativity (especially for effective problem solving and communication)

• Technical Skills
  • Knowledge of IT infrastructure & systems
  • Problem solving (e.g. PPS)

Glossary

• D&IM (Digital and Information Management): the IT ( Information Technologies ) department of Airbus. For reference see D&IM China organization chart .
• Clients are the internal clients of D&IM China:
  • entities: Final Assembly Line, Delivery Center, Training Center, etc.
  • functions: procurement, finance, HR, manufacturing, etc.
• Functions: procurement, finance, HR, operations, etc.
• Entities: the companies of Airbus China.

PPS: Practical Problem Solving, the formal method of Airbus to solve problems, inspired by Lean Six Sigma problem solving methods.

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.

Company:

Airbus (China) Enterprise Management and Services Co.Limited

Contract Type:

Fixed term

-

Experience Level:

Professional

Job Family:

Digital <JF-IM-DI>

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com .

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

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