Regional Operations Director

1 week ago

Singapore beBeeOperations Full time $180,000 - $220,000
Operational Excellence Manager

The Operational Excellence Manager plays a pivotal role in driving business growth and operational efficiency across various territories. This position is responsible for leading the Field Service Specialists (FSS) in their respective areas, ensuring effective customer engagement and delivery of high-quality services.

Key Responsibilities:
  • Establish strong relationships with key customers to drive business growth and satisfaction.
  • Provide exceptional support to customers, resolving any escalations or concerns in a timely manner.
  • Collaborate with Contract Managers, Project Managers, FSMs, Spot Coordinators, and Branch lead service engineers to schedule labor resources and meet customer needs.
  • Monitor and implement Pulsar adaptation in the region, driving NPS improvement and ensuring satisfactory closure with customers.
  • Understand customer bases, identify FSS skills gaps, and develop competencies to support future needs.
Operational Focus:
  • Support campaign roll-out within the region, driving growth through business-to-business campaigns and regional/pole specials.
  • Responsible for driving metrics of success with FSMs, Spot Coordinators, and Branch lead service engineers for spot and parts revenue and billing.
  • Maintain billability and utilization for the region, adhering to global standards or regional agreements.
  • Ensure installed base audits are planned and completed on schedule, driving a culture of safety and environmental compliance.
Work Force Planning:
  • Optimize resource allocation and drive productivity, ensuring FSS time entry, billability, and overtime meet business targets.
  • Manage the relationship with external partners for outsourcing packaged work, working with labor resource pools to support field activities.
Training and Development:
  • Ensure all FSS in their territory are fully trained and understand business drivers and tools required to fulfill their role.
  • Identify FSS skills gaps and develop competencies to support future needs, monitoring and alerting FSSs of expiring certifications.

For this role, we seek an individual with 15+ years of relevant industry experience, preferably with customer management/project management responsibilities. The ideal candidate will possess excellent customer satisfaction, customer experience, operations efficiency, organizational process alignment, change management planning, team management, and operations support skills.

As a strategic leader, you will be responsible for driving business outcomes and improving operational efficiency. If you are a results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply.

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