Service Delivery Director, ASEAN
2 weeks ago
Great to see your interest in a career opportunity with BSI
Responsibilities & Accountabilities
- Establish a client services center to support business growth and efficient delivery in ASEAN.
- Create an operations resource plan to meet business and customer needs effectively.
- Manage operational interfaces between client services, sales, finance, technical, and business sectors.
- Own and monitor short and long term delivery plans.
- Implement planning processes to balance workload across internal and external resources.
- Provide multidisciplinary training for client services officers.
- Lead and monitor work delivery to meet business requirements and P&L.
- Liaise with internal teams for excellent customer service delivery.
- Review contracts to ensure work alignment with customer expectations.
- Identify resource needs and assist with recruitment and workload balance.
- Recruit, train, and manage staff for quality customer service.
- Assign staff to contracts to meet utilization levels.
- Deliver excellent client service for BSI clients in ASEAN.
- Plan resource allocation for clients and support Key Account Managers.
- Work with sales to identify resource needs for product development.
- Balance ASEAN workload levels for required budget days.
- Report on delivery, forecasting, recruitment, and new business management.
- Proactively minimize client attrition risks.
- Communicate with clients for renewals and extensions.
- Establish performance objectives for the CRM team.
- Monitor the CRM team for effective scheduling.
Person Specification
- Minimum 15 years' experience in management systems and customer service.
- Preferably 8 years managing customer service teams or key accounts.
- Strong communication, organizational skills, and leadership.
- Fluent in English with strong problem-solving abilities.
- Comfortable in high-level sales environments.
- Organized, flexible, proactive, and committed.
Our Excellence Behaviours: Client-centric, Agile, Collaborative. These guide our ways of working at BSI, making it a great place to be
BSI conducts face-to-face interviews where appropriate. If you prefer a virtual interview, let our recruitment team know.
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