Singapore Operations Manager
4 weeks ago
At BSI, we are seeking a highly skilled and experienced Operations Manager to lead our Singapore operations team. The successful candidate will be responsible for managing a team of assessors/auditors to deliver successful assessment days, ensuring overall operational efficiency and effectiveness.
Key Responsibilities:
- Manage key performance and financial indicators to ensure P&L delivery.
- Respond to client complaints and queries to ensure high standards of customer service.
- Maximize and control gross margin across our delivery.
- Responsible for Auditor Development and efficient use of resource.
- Ensure compliance process across all operation and flag poor sales practices for corrective actions.
- Multiskilling focused on business needs, product mix and sector strategy.
- Maintains records of approved list of Associate Auditors and Technical Specialists.
- Customer Satisfaction/Clients Attrition rate/Driving Force/Complaints/Dissatisfaction Flag case handling/Staff Ratio and workflow optimization/Associate Auditors Usage vs. Internal Resources' contracts & audit-day rates vs. chargeable rate to client/Staff Ratio/Multiple qualification assessor ratio/Client On boarding Lead time.
- Ensure client centricity promises delivery (TAT, VoC).
- Lead the adoption of Hybrid Audit delivery model and other relevant developments and innovations.
- Ensure the teams are effectively using the relevant tools such as BSI PG, eReport, One Resourcer, Connect, etc.
Requirements:
- Existing experience in Certification Body business, with qualified ISO Standards Auditor background.
- Proven experience of developing, motivating and leading a team.
- The ability to develop effective relationships, and therefore operate successfully at all levels, within and outside the organization, is essential, together with good communication and presentation skills.
- An understanding of the business planning and budgetary control processes.
- Out of the box thinker, self-motivated and result-driven.
- Creator and fighter with a can-do mentality.
- Ability to prioritize and handle multiple work demands and pressures, with a higher the average amount of resilience.
- Commercial thinker with sound knowledge of systems certification industry would be advantageous.
- Ability to collaborate effectively across multiple disciplines, regions and cultures.
- Ability to influence & persuade others; with an inspirational leadership style.
- Strong team player, adept at coaching and supporting others.
- Proactive & goal-orientated – driven to achieve tangible commercial results for the business.
Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.
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