Analyst Team Lead

2 weeks ago

Whiteley Hampshire, United Kingdom Harris Geospatial Solutions Full time

Job Title: Analyst Team Lead

Job ID: 11829

Job Location: UK – Whiteley- Hampshire

About this opportunity and L3Harris UK

From 12 UK sites, our team of over 1,400 people deliver unique capabilities across air, land, sea, space and cyber for military, security and commercial customers, worldwide.

At L3Harris Flight Data Services, we provide an outsourced Flight Data Monitoring service to aircraft operators worldwide. It is important to deliver insights to customers in a presentable and timely manner, enabling them to take action to reduce costs and improve safety to save lives.

L3HarrisFlight Data Services has the largest flight data monitoring platform in the world; the Software Engineering Team supports & develops capabilities and ad-hoc analysis for this platform.We care deeply about aviation safety ; our work reflects ourpassion for this,and we expect the same from you . We work with customers to improve their safety operations with insights and analysis capability.

The role of Analyst Team lead will be responsible for a team of flight data analysts: Provide people management support to the analysis team; managing team performance, and dealing effectively with all aspects of good and bad performance;

A few of our employee benefits are:

  • Flexible, condensed or reduced working hours considered and hybrid working where possible
  • 25 days holiday per year (plus bank holidays), increasing with long service and with the opportunity to buy/sell up to 5 days
  • Private medical insurance with optional family cover
  • Pension scheme of up to 7% employer contribution
  • Life Assurance 4x salary (flexible up to 10x)
  • Group income protection
  • Flexible opt-in extras such as a health care cash plan, dental insurance, gym membership, critical illness cover and cycle to work scheme
  • Employee assistance program providing mental health and wellbeing support

Key roles and responsibilities:

Flight Analysis:

• Validation of events as identified by Flight Data Connect Software to ensure

contractual agreements (SLA’s)are preserved.

• To be a technical subject matter expert within that team at FDS;

• Manage the day to day flight data analysis activities, ensuring they are delivered to time and quality and customer satisfaction;

• Lead on internal and external customer requirements;

• Be the point of escalation for SLA breaches; analysis queries and adhoc customer queries;

• Lead on additional tasks as required/directed by the Customer Relations Manager, including, but not limited to; standardisation; testing; customer service excellence; continuous improvement;

• Provide occasional out of hours emergency support (AOG -Aircraft on Ground service);

• Coordinate the analyst roster to provide 24/7 out of hours emergency support;

• Ensure that quality procedures are developed, maintained and adhered to;

• Produce case study documentation

Customer service excellence:

  • Be the customer account manager for customers allocated to your team providing service excellence to include;
  • Ensuring analysis activities are completed within the SLA
  • Ensuring that monthly safety reports are produced and published on time
  • Coordinate regular contract review meetings with all customers which may require overseas travel
  • Provide ownership of customer emails, incidents and tickets, ensuring timely allocation and action;
  • Coordinate customer audits as required;
  • Continually look for ways in which we can improve our service provision

Knowledge, Skills and Qualifications:

• Degree or equivalent experience

• Experience of managing and/or leading teams

• Ability to manage customer expectations and project deadlines

• Subject matter expert in your field of expertise

• A mature, proactive and responsible approach to work, with initiative and problem- solving capability

• Excellent communication skills, both written and oral

• Demonstrable interest in aviation

• Proficient in the use of MS Windows / Office

• Flying experience desirable

Please note applicants who accept a conditional offer of employment must meet the requirement of right to work in the UK.

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