·      Strategy and Leadership - Drive conceptualisation, design, implementation and effective management of the overall Customer Solutions strategy aligned to the Operations and Business strategy. Drive a customer-centered message throughout the organisation and implements strategies to capture, retain and enhance value to customers. Set clear targets for the Customer Solutions function and ensure the achievement of key operational targets (churn, revenue growth, customer satisfaction, NPS etc.) by cascading the targets to the relevant workstreams. Develop the annual Customer Solutions business plan to enable achievement of the Customer Solutions strategy and targets. Drive the core vision, mission and values of ATNS within the Customer Solutions environment, and ensure activities and outputs are aligned. Participate in the ATNS planning processes and provide inputs to ensure the required resources and infrastructure are allocated to Customer Solutions and its workstreams to enable the achievement of its strategy. Develop, review and implement new policies to improve customer experience.

·      Operationalise the Customer Solutions Strategy - Drive conceptualisation and defining of the most appropriate Customer Solutions operating model aligned to customers’ requirements and supporting ATNS strategic objectives. Build and maintain strong business relationships with customers to understand their customer journeys.- Promote the use of evidence-based and analytical methods to enable continuous enhancement of the Customer Solutions operating model, innovation of products and services changes in business strategy. Drive cross-functional collaboration across the organisation, that enables the development and delivery of solutions that meet and exceed customer needs. Develop, implement, maintain, measure, monitor and continuously review the overall Customer Solutions policies, procedures and service level agreements. Lead and initiate strategic projects (supported by bankable business cases) aimed at improving the client experience across the various channels and touch points to expand our market-share and grow revenues. Ensure communication to all affected parties are in line with the requisite quality, empathy, and timelines to deliver outstanding experiences.

·      Customer Service - Ensure continuous adaptation of the Customer Solutions operational delivery as practically possible to meet client needs and expectations. Establish and monitor the standards for customer service in the company using a recognized and comprehensive benchmark. Develop and drive implementation and adherence to the Customer Solutions’ Service Level Agreement. Use skills and experience to ensure that ATNS delivers the best and highest possible standards of service to customers to ensure maximum customer satisfaction. Identify trends through analyzing customer records of usage, inquiries, and complaints to determine satisfaction levels. Keep records of interactions and transactions of customer, keeping record of details of customer complaints, inquiries, and comments to track the Customer Solutions’ performance. Ensure establishment and effective management of appropriate forums for continuous engagement/ interaction with strategic clients. Follow up customers and their complaints, ensuring that customer’s requests are attended to accordingly and timeously. Ensure that the team speedily handles all escalated client queries, errors and/or complaints (telephonic /written /social media). Build the capability to provide management information, intelligence, and integrated insights to facilitate improved service delivery. Ensure effective managing of incidents with potential reputational risk for the organisation.

·      Marketing and Communications Management - Develop and implement robust marketing and sales processes and strategies. Develop and implement robust strategies to communicate compelling messages to both employees and customers. Develop and implement initiatives to enhance customer experience and position ATNS as a brand of choice in the aviation industry. Lead, direct and manage the marketing and brand awareness functions including strategic partnerships, sponsorships, corporate social investment (CSI).

·      Governance, Monitoring and Reporting - Ensure compliance of Customer Solutions function with all policies and procedures as well as all applicable legislations.  Proactively identify risks across the Customer Solutions operations and appropriately and timeously measure, correct and manage these risks. Actively monitor and manage the Customer Solutions Risk Register. Monitor overall performance of Customer Solutions in relation to set targets and corporate objectives. Ensure compliance with regulatory requirements, procedures and service standards to mitigate exposure to risk.

·      Stakeholder Management - Build and nurture lasting relationships with strategic business partners. Establish and maintain mutually beneficial relationships with the ATNS client base. Ensure adaptability of operational delivery as practically possible to meet client needs and expectations.

·      People Management - Ensure the appropriate deployment and adequate levels of competent staff are available, developed, monitored and maintained in order to meet the required outputs. Promote high levels of discipline and performance standards to achieve the Customer Solutions function and ATNS strategies.  Manage performance outputs of the Customer Solutions team by using the performance management system and taking corrective action promptly and effectively. Drive continuous mentoring and coaching of staff to ensure their development and availability of the required skills at all times.

·      Financial Management - Prepare an annual business plan for the department, including a detailed budget. Develop, maintain and manage the overall Customer Solutions budget and ensure the effective management of functional budgets.