Service Delivery Director, ASEAN

6 months ago

Singapur, Singapore BSI Full time

Great that you're thinking about a career with BSI

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.

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