Service Operations Leader, Cfs, Singapore and

**Job Details**

**What you will do**:
The Service Operations Leader, Controls for Singapore and Malaysia will be responsible for the execution of the service (Controls / BAS - Building Management Systems) business including profitability and productivity for assigned teams. The role is also responsible for customer satisfaction, to develop and implement operations plans and ensure overall operational excellence and service growth.

**How you will do it**:

- To develop and grow the L&M business of Controls to meet the targeted Revenue & Gross Margin plan of Johnson Controls in Singapore and Malaysia.
- To ensure the efficient execution of related PSA and O&M contracts and attain the targeted executed Gross Margin %.
- Develop and continuously grow our service operations business targeting at both existing and new customer base in the designated territories through effective L&M business strategies and tactical action plans without compromising on our service business sustainability and quality of earnings.
- Ensure optimized market coverage through a balance of direct building owner sales, efficient contractor/ dealer management and internal partnership with other lines of businesses.
- Actively explore new L&M opportunities while ensuring the retention of our existing customer base through service quality, strong teamwork, proactive customer visits and customer relationship building.
- Maintain constant field intelligence and to keep the management informed of relevant information on market trends, competitors’ activities, product, prices, business performance and promotional programs.
- Develop and implement continuous improvement of service operations initiatives in tandem with technological advancement to support the overall service strategic objectives in both short and long terms.
- Continuously review and improve the service operations business processes to ensure at all times an efficient operation that can support both internal and external customers.
- Supervise and provide leadership for Service Team Managers, Client Service Representatives and Service Project Managers. Ensure development plans are in place for all assigned Service Team members.
- Lead the execution efforts of assigned Service business. Ensure consistency of delivery systems. Monitor and track the service business plans.
- Coordinate Service Team interface with Sales to ensure all sales opportunities are supported including linkage to installation opportunities. Escalate potential market opportunities to the attention of the appropriate branch resource for strategic direction.
- Work with Service Teams to ensure that their account portfolios are achieving growth, proper profit levels, and customer satisfaction.
- Recommend and support staffing requirements for assigned Service Business. Serve as a communication channel to share the best practice strategies and results that will enable JCS to achieve its vision.
- Implement plans to comply, and monitors standards for service operations. Audit the effectiveness of service operations and makes changes to improve performance. Ensure that contractual obligations are completed and customer satisfaction is achieved.
- Drive operational review meetings, reviewing bids and estimates for accuracy.
- Coach Service Team Managers and Client Service Representatives to actualize account management and maintain customer relations on their assigned accounts.
- Responsible for effective utilization of branch manpower and overall service resource management and deployment. Analyze operations processes and provide recommendations for improvements. Execute other managerial responsibilities, i.e., hiring, performance reviews and acquisitions consistent with established business strategy.
- Recruit, hire, and retain Service operational staff. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with the appropriate matrix functional manager. Ensures a consistent level of coaching, which includes monthly 'one-on-one(s)', operational and financial reviews.
- Work with Service Team Managers to ensure proper manpower and skill levels for the successful and profitable execution of the service business.

**What we look for**:

- Bachelor's degree in Engineering, Business or Marketing or equivalent work experience.
- A minimum of eight years of progressive sales and/or operational experience in facility management services.
- Three years of experience in management role with responsibility for the productivity or development of others.
- Must have the ability to interact effectively with employees and customers in difficult situations

**_Diversity & Inclusion _**
- Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eag