Service Operation Leader, SEA (Based in Singapore or Malaysia)

Job Title: Service Operation Leader, SEA (Based in Singapore or Malaysia)
Contract Type: Permanent
Location: Singapore
Contact Name: Theresa Del Castillo
Job Published: November 01, 2021 00:05

Job Description

At Johnson Controls, we transform where people live, work, learn and play. And we’ve been doing it since 1885.

Our Customer Promise: To advance the safety, comfort and intelligence of spaces and places to power your mission.

Our Values: Integrity First | Purpose Led | One Team | Customer Driven | Future Focused

What you will do (Position summary)

  • Provides leadership for the overall Services operations in the SEA market and develop a high performing Service operations team with more than 500 members.
  • 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 Sales & Commercial, Country, Global Product, Factory and Procurement, owns and drives operational excellence with capabilities building to achieve business goals and targets.
  • Provides deep focus & ownership on overall Services business and being the company leader for customer’s escalation.
How you will do it
  • Lead the overall Services business and being accountable for both financial (Revenue, Executed Margin, Unbilled Receivables, Accounts Receivables) and operational (EHS, Quality, On Time Delivery, Cost, Productivity, Net Promotor Score) 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 APAC Services team.
  • Jointly establish and ensure the implementation and execution of strategic growth initiatives in APAC
  • Partner with the APAC 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 APAC 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
  • 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
What we look for
  • 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
  • Demonstrated leadership ability to lead effectively in matrix structure with strong influencing skills
  • Demonstrated 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. 
  • Experienced with leading a diverse team with differences in languages and cultures.
  • Demonstrated Customer Service mindset with business and financial acumen
  • May need to travel overseas as and when required

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