Operation Director, Asean

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Purpose of Position

To Manage all aspect of delivery from point of sales to completion across the ASEAN cluster, develop and drive business growth strategies for the cluster and provide vision and energy as necessary to ensure the full business potential is realized whilst maintaining, upholding and promoting the integrity of BSI products, services and reputation. As Singapore Operation Head, to manage the Singapore Operations team to deliver successful assessment days by managing a group of assessors/auditors.

Key Responsibilities & Accountabilities
- Ensure overall operational efficiency and effectiveness, by managing key performance and financial indicators and keep P&L delivery
- Respond to client complaints and queries to ensure high standards of customer service are delivered by the groups of Assessors and Auditors in Singapore as Singapore Operation Head
- Maximise and control gross margin across our delivery ensuring that appropriate pricing methodology was used during the sales process
- Manage and lead Operation teams across cluster and maximise use of relevant resource pool
- Responsible for Auditor Development and efficient use of resource across cluster
- 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 across cluster
- Customer Satisfaction/Clients Attrition rate/Driving Force/Complaints/Dissatisfaction Flag case handling/Staff Ratio and workflow optimisation/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

Strategic
- Lead the deployment and implementation of the ASEAN operation strategy and multi-year plan of the Assurance streams adapting it to the market context of the cluster, in line with the Group Strategic plan, maximising profitable growth across our chosen sector/streams
- Build impactful and collaborative relationships with BSI colleagues across our multi-layered matrix organisation to support existing businesses, leverage growth opportunities as One BSI
- Work in full collaboration with the ASEAN leadership team, sales and marketing and relevant teams to shape and implement Assessment and System Certification Strategy in ASEAN
- Work in full collaboration with the ASEAN leadership team to define appropriate pricing strategy

Leadership
- Lead, develop and motivate the operation teams of ASEAN to drive revenue growth as well as accured profitability across our cluster embedding operational improvement programmes and support optimisation of delivery, according to cluster plans.
- Provide leadership by ‘setting the tone’ for behaviours, building an inclusive culture that is in line with our Values and Excellence Behaviours
- Ensure the Client is at the core of our strategy and a client centric approach is taken to our actions

Operations/compliance
- Ensures BSI’s compliance to all relevant Accreditation requirements at all times.
- Ensure compliance to BSI’s policies, technical and legal requirements and thereby protect BSI’s brand reputation and intellectual property

People
- Lead, develop and manage Assurance resources within ASEAN, working with the (HR Function) People Partners, develop and execute a People plan to meet current and future business needs.
- Build organisational design and capability within ASEAN through investment in skills, knowledge and experience to create a resilient and agile organisation
- Build and develop a capable resilient diverse and inclusive leadership team, leading the development and implementation of human resources strategies that will ensure the recruitment, development and retention of the highest calibre professionals and leaders at all levels of the business.

Key Success / Performance Indicators:
The geographic scope of the role covers ASEAN 6 countries, and some wider international travel will also be required. Includes all aspects of general management, sales management and P&L accountability:

- Profitable growth
- Central auditor pool established
- Strategic resource planning including but not limited to establishing the right mix of Internal Resources and Associate Auditors
- Auditors’ performance and audit effectiveness
- Client satisfaction retention
- Employee engagement

Knowledge / Skills / Abilities
- Existing experience in leading multi-country operations
- Strong market understanding and knowledge of cultural differences within each teams
- Proven experienc