Client Operations Manager

Job Description

As Client Operations Manager, you are responsible for the execution of client operations towards Lufthansa Systems’ external market customers, focusing on billing for services rendered in accordance with contractual agreements and revenue operation management. The jobholder is also responsible for monitoring and executing contractually defined price increases and following up on outstanding payments. The ideal candidate should demonstrate an entrepreneurial mind-set and aim for operational excellence.

Responsibilities:

• Accountable for the invoicing to Lufthansa Systems customers.
• Ensure and process the correct and timely billing of all services rendered for LSY customers.
• Ensure completeness of all customer billing-relevant documents and data in relevant applications.
• Ensure billing plans are set up correctly and adjusted in a timely manner.
• Monitor and execute contractually defined price increases.
• Perform time-critical billing preview checks.
• Ensure and process continuous adjustments of invoicing and synchronization directly with the customer of customer’s POs or other customer information on the invoices.
• Monitor and coordinate fleet deviations to ensure proper billing for operated aircraft-related invoices, both internally and with the customer.
• Support accounting coordination for year-end closing.
• For small customers: provide updates to the revenue forecast. Be the first point of contact for the customer for any commercial topics or questions about services rendered.
• Proactively follow up on unpaid bills directly with the customer.
• Review the dunning proposal lists and credit notes for LSY customers.
• Trigger escalations to client management.
• Suggest actions for ODR in coordination with other internal departments and client managers. Process service suspensions.
• Process and clarify customer inquiries regarding invoicing and payments received.
• Oversee vendor invoices and alignment to customer invoices to manage direct impact on profit and loss responsibility for third-party product customer accounts.
• Advise and support Client Managers on all invoicing-related topics.
• Coordinate and work in close cooperation with internal departments (e.g., Client Management, Central Commercial Unit, Accounting, and Controlling).
• Advise the Sales and Bid Management team on the feasibility of contractual clauses.
• Continuously enhance processes and tools.
• Handle special business topics and participate in related projects.
• Perform all other duties assigned or delegated by supervisors.

Requirements:

• Completed relevant studies or equivalent (international) degree with a minimum of 3 years of professional experience OR a minimum of 5 years of experience in business development, finance, or commercial roles ideally within the aviation industry.
• Bachelor’s degree or Diploma.
• Individual cases proven equivalent theoretical and practical aptitude through appropriate training and many years of relevant professional experience.
• Very good basic economic knowledge as well as in areas of budget and forecast planning.
• Very high proficiency and many years of experience in billing management.
• Good knowledge of revenue and profit accounting.
• Excellent proficiency in the use of the accounting system SAP ERP.
• Excellent proficiency in Microsoft Excel.
• Ability to create and maintain complex spreadsheets, analyze data, and generate reports.
• Proficiency in MS Power BI or comparable visualization tools desirable.
• Strong analytical and problem-solving skills.
• High attention to detail.
• Ability to adapt to changing priorities, work schedules, and tasks.
• Very high level of commitment and initiative. Ability to work in a fast-paced environment, handle multiple responsibilities, and be open to new challenges.
• Ability to adjust to different work styles and communicate effectively with various team members and customers.
• Ability to quickly acquire a working knowledge and understanding of the company's products and services, particularly related to the aviation and IT business.
• Entrepreneurial/commercial mind-set using innovative and creative approaches to optimize solutions.
• High level of self-motivation, problem solving, and interpersonal skills.
• Well-developed time management, decision-making, presentation, and organizational skills.
• High social competence and integration capability.
• Very good ability for interdisciplinary and holistic, goal-oriented work, taking company and economic principles into account.
• Confident appearance, very good communication and negotiation skills, assertiveness, as well as distinctive customer and service orientation.
• Very good analytical and conceptual thinking with specific ability to present complex facts.
• Willingness to travel as needed.
• Business fluent in written and spoken English.