Client Partner

• Lead Client Care Operations North America wide.
• Standardize service processes.
• Coach Client Care leaders.
• Develop training programs.
• Monitor KPIs and customer feedback.
• Lead workforce planning.
• Partner with Operations.
• Drive continuous improvement.
• Present performance insights to leadership.

Manager leading client care operations at Gateway Services in North America

Manager, Client Care Operations

Manager leading client care operations at Gateway Services in North America. Standardizing processes and enhancing customer service across care centers with a focus on operational excellence.

• Supervises assigned personnel to ensure compliance with the policies and procedures contained in Solairus, FAA and other Manuals, as well as applicable regulations
• Monitors the personal appearance, dress code, and conduct of all assigned personnel to achieve the highest standards
• Maintains a current read and file of all Solairus Aviation memorandums
• Coordinates, schedules and reviews applicable crew and maintenance personnel training with the appropriate training contractor
• Coordinates all maintenance test, training and other flights not initiated by the client's normal scheduling system
• Develops scheduling procedures with clients to promote reliable, efficient scheduling of aircraft
• Approves and schedules through the flight coordinator Personal Time Off (PTO) for all assigned personnel
• Updates the assigned flight coordinator regarding aircraft schedule changes and other matters that may affect the scheduling of aircraft and crews
• Conducts meetings with all personnel to coordinate activities, identify problems, answer questions, pass information, and promote employee goodwill
• Approves expense accounts for assigned personnel
• Participates in the interview process of all assigned personnel to be employed by the operation
• Solicits the Client Responsible Officer’s input and/or approval for all operational, personnel, and administrative issues of a substantive nature
• Notifies the applicable Client Responsible Officer of anticipated needs for pilot relief
• Submits written reports as required by the Operations Manuals with copies to the Client Responsible Officer
• Revises all copies of manuals and publications assigned to aircraft
• Maintains a Training Currency and Monthly Flight Time Record on each crewmember assigned to the account in accordance with the procedure detailed in the Solairus FOM
• Ensures timely submission of training records, medicals, and other operations data to flight operations, as required
• Promotes customer goodwill through high quality service and professional demeanor
• Promotes the business reputation, the company image and goodwill of SOLAIRUS Aviation
• Actively participates in the Safety Management System (SMS) implementation and initiatives and is familiar with SMS policies and procedures

Client Aviation Manager overseeing flight department at Solairus Aviation

Client Aviation Manager, Hawker 900XP

Client Aviation Manager leading flight department at Solairus Aviation in Manchester, NH. Ensuring compliance, supervising personnel, and promoting operational excellence for client services.

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Manager, Client Care Operations

Client Aviation Manager, Hawker 900XP