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SEA Service Ops Leader

Job Title: SEA Service Ops Leader
Location: Singapore
Industry:
Reference: WD30129510294
Contact Name: Gloria Fang
Contact Email: gloria.fang@jci.com
Job Published: November 09, 2021 11:57

Job Description

Why We Are Hiring:

  • Provides leadership for the overall Services operations in assigned cluster and develop a high performing Service operations team.
  • Full ownership and accountability of financial (revenue, executed margin) and fulfillment of key operational and fulfillment performance metrics including safety, quality, NPS, productivity and OTD.
  • In collaboration with the Sales & Commercial, Country, Global Product, Factory and Procurement, own and drive the operational excellence with capabilities building to achieve business goals and targets.
  • Provides deep focus & ownership on overall Services business and being a focal point for customer’s escalation

What You Will Do:

  • Lead the overall Services business and being accountable for both financial and operational results in assigned cluster.
  • Develop and deliver business plans for specific service line opportunities; drive the operationalization of such plans
  • Champion the collaboration with various stakeholders to support overall PSA/Retrofit/L&M/Other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance
  • Own and drive digital service transformation in delivering the services to customers
  • Provide direction and guidance on the implementation of high-impact transition and transformation projects.  Act as the change champion
  • Drive consistency of end-to-end service operations across the cluster, and in full alignment with standards, framework, processes and policies set by the SEA Services team.
  • Jointly establish and ensure the implementation and execution of strategic growth initiatives in SEA
  • Partner with the SEA Services team to develop, implement and manage Service Productivity support tools, programs, processes, tools and technologies that increase the effectiveness of the Service field organization.
  • Drive a culture of Continuous Improvement in the Service organization
  • Responsible for safety performance and program compliance
  • Ensure Readiness to Serve & Emergent response readiness for the cluster
  • Work with the SEA Services team to align strategy, based on key industry segments drivers
  • Implement Operation Safety Policy Instructions, conduct field work in compliance with applicable regulations, and encourage good employee safety practices
  • Collaborate with functional leadership teams to ensure alignment of objectives
  • Own the overall organizational capability and lead the development of workforce capabilities and capacity to implement the longer term Service roadmap. 
  • Drive competency and training development for the frontline team in the cluster.
  • Recognize and identify potential areas where existing procedures require change, or where new ones need to be developed, especially regarding business process and organization alignment

Metrics:

 

Financial KPIs:

  • Revenue
  • Executed Margin
  • Unbilled Receivables
  • Accounts Receivables

and Fulfillment 5 KPIs:

  • The Way We Work (EHS, Quality, Integrity)
  • On Time Delivery (OTD)
  • Cost
  • Productivity (Availability, Utilization, Efficiency)
  • NPS (Net Promotor Score)

 

What We Look For:

 

Education, Technical Skills, Knowledge and Experience

  • University degree or equivalent combination of education and experience. Another advanced degree required, additional technical degree preferred 
  • Strong knowledge of Service Operations Management with more than 15 years of relevant experience in the field
  • Solid experience in operations and fulfillment in services business managing large frontline team
  • Proven track record in delivering the strong results with strong accountability and say/do
  • Demonstrate leadership ability to lead effectively in matrix structure with strong influencing skills
  • Demonstrate financial and business acumen with strong skills in customer focus through relationship building and management
  • Excellent communication and interpersonal skills, both internally and dealing with external customers and stakeholders
  • Business acumen to comprehend financial numbers and make significant contributions to development of business plans
  • Strong people management, team building, performance management, strategic and operations planning, process management, negotiation, and relationship management skills
  • Demonstrated ability to work effectively within and across direct management lines (in a matrix environment)
  • Demonstrated Customer Service mindset with business and financial acumen
  • May need to travel overseas as and when required

Enterprise Leadership Competencies:

  • Build a Performance Culture
    • Building Effective Leaders
    • Empowering the Organization
    • Coaching and Developing Talent
    • Energizing the Organization
    • Customer Focus
    • Inspiring Bottom Up Innovation
  • Drive Operational Improvements
    • Digital Leadership
    • Driving Execution and Results
    • Driving Buy-In
    • Leading Change
  • Create Growth Platforms
    • Entrepreneurship
    • Financial Savvy
    • Business Savvy
    • Operational Decision Making
    • Global Savvy
    • Establishing Strategic Clarity
    • Cultivating Networks and Partnerships
 

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