Understanding the Role of an MRO’s Accountable Manager
By David Dundas
In simple terms, the label ‘Accountable Manager’ is frequently used to describe that individual in an organisation who has been designated as the person responsible to a Regulatory Authority in respect of the functions which are subject to regulation, and carried out by an aircraft operator, an air navigation service provider, an aircraft maintenance and repair organisation (MRO) or an airport operator. That person should normally have corporate authority to ensure that all operational activities can be financed and carried out to the standard required by the appropriate Regulator(s).
However, the role of an Accountable Manager is complex and involves wearing many different ‘hats’. Unlike a CFO or a CISO whose areas of expertise are restricted to finance or (internet) security, an Accountable Manager has to have a comprehensive working knowledge of most of an organisation, e.g., an MRO operator.
The role of an Accountable Manager in greater detail
In the aircraft MRO industry, the role of an Accountable Manager is critical to ensuring regulatory compliance, operational efficiency, and safety across all maintenance activities. This person will most likely be a senior executive, often a director or general manager, who bears ultimate responsibility for the organisation’s adherence to aviation regulations and standards.
Key areas of focus for an Accountable Manager in the MRO field include:
- Regulatory Compliance and Certification – The Accountable Manager ensures that the MRO organisation complies with all regulatory requirements set by aviation authorities, such as the Federal Aviation Administration (FAA), European Union Aviation Safety Agency (EASA), or Civil Aviation Authority (CAA). They are responsible for overseeing the process of certification and renewal, making sure the MRO operation is qualified and approved to conduct aircraft maintenance, repair, and overhaul.
- Safety Management System (SMS) Oversight – The Accountable Manager is ultimately responsible for the MTO organisation’s Safety Management System, which is a structured approach to managing safety risks and promoting a safety-first culture. Responsibilities include setting up protocols to identify, report, and address safety hazards, while also fostering an environment where employees are encouraged to participate actively in safety practices.
- Leadership and Culture Building – As a senior leader, the Accountable Manager is responsible for setting a high standard for safety, quality, and integrity within the MRO organisation. This involves promoting a culture that prioritises compliance, transparency, and excellence. The Accountable Manager’s role includes ensuring that everyone in the organisation understands their individual and collective responsibilities and that adequate training and resources are provided.
- Resource Allocation and Support –The Accountable Manager should ensure that resources are allocated effectively to support safe and compliant maintenance activities. This includes budgeting for personnel, training, tools, facilities, and equipment required to perform maintenance and repair work to set standards. The accountable manager should also make sure that sufficient qualified personnel are available to handle the workload and maintain required quality and safety standards.
- Quality Assurance and Audits – The Accountable Manager is responsible for overseeing quality assurance programmes, ensuring that the MRO meets rigorous internal and external quality standards. The Accountable Manager is also responsible for the approval and implementation of regular audits, both internal and external, to assess the MRO’s performance, to identify areas for improvement, and to maintain regulatory compliance.
- Incident and Non-Conformance Management – Where there are instances of maintenance discrepancies, non-conformances, or incidents, the Accountable Manager must ensure that effective corrective and preventive actions are taken. The Accountable Manager should also be fully involved in reviewing and signing off on corrective action plans while coordinating with regulatory authorities to ensure all issues are resolved satisfactorily.
- Liaison with Regulatory Authorities – The Accountable Manager acts as the primary point of contact between the MRO and aviation regulators. They are responsible for coordinating communications, responding to audits, and handling any regulatory inquiries. This role requires a thorough understanding of regulatory requirements and often necessitates maintaining strong relationships with aviation authorities.
- Continuous Improvement – – The Accountable Manager is expected to lead initiatives for continuous improvement in maintenance practices, operational processes, and overall service quality. By staying up to date with industry developments and best practices, the Accountability Manager can ensure the organisation adopts innovative solutions and remains competitive in the MRO industry.
The relationship between Accountability Managers and Managing Directors
We have touched on the fact that the role of an Accountable Manager is critical to the smooth running of an MRO organisation where compliance with regulations is compulsory. The term ‘accountable’ needs to be clearly understood, as it means that any of the responsibilities of the role cannot be delegated to anyone else. However, this brings into question the hierarchy within an MRO organisation and whether an Accountability Manager has supreme authority over their domain, or whether they are still responsible to, say, the company Managing Director (MD).
The answer is a simple “yes”, the Accountable Manager is still responsible to the MD, but with certain provisos, particularly where there is potential for the MD’s instructions to conflict with the responsibilities of the Accountable Manager in such areas as safety, regulatory compliance, and operational integrity. To help provide a better understanding of the relationship between an MRO’s MD and Accountable Manager, let us have a look at four areas where there can be a need for effective two-way interaction.
- Corporate Oversight and Strategic Direction – As a senior executive, the Managing Director often provides strategic and financial guidance to the organisation, setting overall priorities and targets. They may give directions related to business goals, budgets, and broader organisational initiatives. The Managing Director might also be involved in major decision making that affects the MRO’s growth, resources, and customer relations.
- Independence in Safety and Compliance Matters – In the realm of safety, compliance, and regulatory obligations, the Accountable Manager typically has a degree of operational independence. While the Managing Director can provide guidance, they should avoid directives that could compromise the Accountable Manager’s ability to maintain regulatory compliance. Aviation authorities expect that the Accountable Manager will have final authority over safety and compliance matters, even if they still have to report to the Managing Director. This ensures that business objectives do not interfere with safety standards.
- Collaboration on Resource Allocation – The Managing Director and Accountable Manager often collaborate on budget and resource allocation. For example, the Managing Director might direct cost-saving measures, but these must respect the resources needed for safe and compliant operations. The Accountable Manager must communicate any risks associated with resource constraints to ensure safety remains a priority, even if it requires explaining limitations on cost cutting in critical areas.
- Escalation and Reporting – If the Accountable Manager identifies safety or compliance issues that conflict with the Managing Director’s business directives, they have a responsibility to escalate these concerns. Aviation regulators require the Accountable Manager to have sufficient authority to make safety-related decisions independently, and regulatory bodies may intervene if they believe an Accountable Manager’s duties are being compromised by business pressures.
The importance of the Accountable Manager in the MRO industry
In summary, the Accountable Manager’s role is essential to both the internal operations and external reputation of an MRO organisation. By ensuring safety, regulatory compliance, and operational efficiency, they protect the organisation from legal issues and enhance customer trust. A successful Accountable Manager helps set a high standard for quality and safety, essential in an industry where lives depend on the reliability and integrity of maintenance services.
