Service Delivery Director, Asean

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Responsibilities & Accountabilities
- Develop a client services hub for the business to support growth and efficient delivery in ASEAN.
- Develop an operations resource requirements plan (who, where, when) to meet business and customer requirements efficiently and effectively.
- Management of the Operational interface between client services, sales, finance, technical, and business sectors.
- Ownership, creation, dissemination and ongoing monitoring of the short and long term baseload forecast and delivery plan.
- Develop and implement the planning process to efficiently balance the workload across BSI internal resources (Internal Auditors) and external resources (Associate Auditors).
- Ensure multidisciplinary skill and training for client services officers to be able to function in all sectors across ASEAN.
- Lead, develop and monitor delivery of work to meet the business requirements and deliver the associated P&L.
- Liaise with and support with the interfaces through the wider organisation, to ensure the delivery of excellent customer service.
- Conduct contract reviews of closed won business on the capacity/assignment aspects to ensure the work can be delivered in line with the contract to meet customer expectations.
- Identification of the requirements for additional resource and provide information to Operations and Technical Management to ensure requirements are reflected in recruitment activities and through workload balance programmes.
- Recruit, train, coach, develop, motivate and performance manage to ensure the effective delivery of customer services to the highest quality, and compliance with operational and administrative procedures and service level agreements.
- Assign Assessors/ Consultants to contracts and visits in line with the planned work to ensure that required utilisation levels are met
- Provide excellent client service as a point of contact and escalation for BSI clients in ASEAN.
- Planning resource for new large complex clients and providing support to existing Key Account Managers in programming and delivering work.
- Working with sales on identification of resource needs for product development and planning the resourcing of products that are new to the market.
- Implementing action to balance and book ASEAN workload to optimum levels to deliver required number of budgeted days.
- Resolution of all resource requirements as required including the resolution of resource requirements on new complex and large scale work.
- Business reporting on delivery, forecasting, new business management, recruitment budget and new work management.
- Proactively identify potential risks and understand & meet clients’ need to minimize clients attrition
- Actively communicate with clients for renewal and extension
- Set up & develop performance objectives & development objectives for the CRM team
- Monitor the CRM team to provide effective and efficient scheduling result

Person Specification
- Min 15 years’ experiences in management system and customer service management
- Preferably 8 years in managing customer service team that spread over in multiple locations or key account team
- Strong communication and organizational skills
- Strong leadership in coordination and problem solving with business acumen
- Fluent English Speaking and Writing Skill
- Open and comfortable to “sell high”
- Organised & flexible; multi-tasked and highly efficient
- Proactive, have sense of ownership, high energy, passion & committed

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.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.