Service Delivery Director, ASEAN

2 weeks ago


Singapur, Singapore BSI Full time

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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