Operation Manager, Singapore - BSI

BSI

Verified Company

Singapore

1 day ago

Posted by:

Wei Jie

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Purpose of Position

As Singapore Operation Head, to manage the Singapore Operations team to deliver successful assessment days by managing a group of assessors/auditors.

Key Responsibilities & Accountabilities

Ensure overall operational efficiency and effectiveness, by managing key performance and financial indicators and keep P&L delivery.
Respond to client complaints and queries to ensure high standards of customer service are delivered by the groups of Assessors and Auditors in Singapore as Singapore Operation Head
Maximize and control gross margin across our delivery ensuring that appropriate pricing methodology was used during the sales process.
Responsible for Auditor Development and efficient use of resource in Singapore
Ensure compliance process across all operation and flag poor sales practices for corrective actions.
Multiskilling focused on business needs, product mix and sector strategy.
Maintains records of approved list of Associate Auditors and Technical Specialists across cluster
Customer Satisfaction/Clients Attrition rate/Driving Force/Complaints/Dissatisfaction Flag case handling/Staff Ratio and workflow optimization/Associate Auditors Usage vs. Internal Resources' contracts & auditday rates vs. chargeable rate to client/Staff Ratio/Multiple qualification assessor ratio/Client On boarding Lead time
Ensure client centricity promises delivery (TAT, VoC)
Lead the adoption of Hybrid Audit delivery model and other relevant developments and innovations.
Ensure the teams are effectively using the relevant tools such as BSI PG, eReport, One Resourcer, Connect, etc

Strategic

Build impactful and collaborative relationships with BSI colleagues across our multilayered matrix organization to support existing businesses, leverage growth opportunities as One BSI
Work in full collaboration Singapore team, including but not limited to sales and marketing and relevant teams to shape and implement Assessment and System Certification Strategy in Singapore
Work in full collaboration with the leadership team to define appropriate pricing strategy.

Leadership

Lead, develop and motivate the operation teams of Singapore to drive revenue growth as well as accrued profitability embedding operational improvement programmes and support optimization of delivery, according to cluster plans.
Provide leadership by 'setting the tone' for behaviours, building an inclusive culture that is in line with our Values and Excellence Behaviours
Ensure the Client is at the core of our strategy and a client centric approach is taken to our actions.

Operations/compliance

Ensures BSI's compliance to all relevant Accreditation requirements at all times.
Ensure compliance to BSI's policies, technical and legal requirements and thereby protect BSI's brand reputation and intellectual property.

People

Lead, develop and manage Assurance resources in Singapore, working with the (HR Function) People Partner and Talent Team, develop and execute a People plan to meet current and future business needs.
Build organizational design and capability within ASEAN through investment in skills, knowledge and experience to create a resilient and agile organization.
Build and develop a capable resilient diverse and inclusive leadership team, leading the development and implementation of human resources strategies that will ensure the recruitment, development and retention of the highest caliber professionals and leaders at all levels of the business.

Key Success / Performance Indicators:

Profitable growth
Central auditor pool established.
Strategic resource planning including but not limited to establishing the right mix of Internal Resources and Associate Auditors
Auditors' performance and audit effectiveness
Client satisfaction retention
Employee engagement

Knowledge / Skills / Abilities

Existing experience in Certification Body business, with qualified ISO Standards Auditor background
Proven experience of developing, motivating and leading a team.
The ability to develop effective relationships, and therefore operate successfully at all levels, within and outside the organization, is essential, together with good communication and presentation skills.
An understanding of the business planning and budgetary control processes.
Out of the box thinker, selfmotivated and resultdriven
Creator and fighter with a cando mentality.
Ability to prioritize and handle multiple work demands and pressures, with a higher the average amount of resilience.
Commercial thinker with sound knowledge of systems certification industry would be advantageous.
Ability to collaborate effectively across multiple disciplines, regions and cultures.
Ability to influence & persuade others; with an inspirational leadership style.
Strong team player, adept at coaching and supporting others.
Proactive & goalorientated driven to