Managing Subcontractor Relationships to Ensure Client Satisfaction at Thales

Nadira, can you please introduce your job?

I’m responsible for managing the relationship between Thales and our subcontractors. My daily tasks involve working closely with subcontractors to ensure that they meet deadlines by defining priorities and providing support. This is crucial because by fulfilling our commitments, we maintain high levels of customer satisfaction. Our ability to manage subcontractors efficiently is one of Thales's major strengths, and I’m proud to contribute to this every day!

What does your daily life look like? What are your challenges?

My day typically starts with checking my inbox, which can be quite busy since I coordinate with colleagues in the U.S. and Asia, and their office hours don’t always align with mine! I also participate in daily meetings to discuss the current issues, ongoing projects, and priorities.

The biggest challenge I face arises when a customer request turns into an emergency. It can be tricky to set priorities under time pressure. Fortunately, I work with a fantastic team, including colleagues from the SCOPE (Service Optimized by Performance and Efficiency) and MOC (Customer Service Maintenance Operations Center) teams. Together, we manage documents, monitor our software, and ensure that everything runs smoothly to meet deadlines and guarantee customer satisfaction.

How would you describe Thales, the Customer Support Center, and your team in a few words?

LEAN! That’s the perfect word to describe Thales, the CSC, and my team. But also: pleasure, friendliness, and performance.

And finally, a short sentence that summarizes why you love your job?

What I enjoy most is that no two days are the same. There’s never a dull moment. Every day, as part of a passionate aeronautics team, we tackle new challenges and work together to continuously improve customer satisfaction.

Nadira’s role as a subcontractor management officer is pivotal in ensuring the smooth operation of the Customer Support Center. By managing critical supplier relationships, she helps guarantee that Thales continues to meet the demanding timelines and performance standards that its customers rely on.