Senior Manager, Solutions Development - Singapore - Certis

Description

About Certis

Certis is a leading outsourced services partner that designs, builds, and operates smart, integrated solutions across security, facilities management, and customer experience. Headquartered in Singapore with a growing presence in Australia and Qatar, we harness the power of technology—from AI to Robotics—to deliver critical services that protect lives and enable communities to thrive.

At Certis, your work has purpose. You'll be part of a mission that goes beyond operations—shaping safer, smarter, and better outcomes for people and businesses. We offer diverse career pathways, invest in your growth, and empower you to make a meaningful difference.

If you're ready to build the future, your journey starts here—with us.

Life at Certis

Power a Smarter, Safer World with Tech: We build purposeful solutions that serve, protect, and empower—driven by trust, powered by people.

Shape the Future: Take charge of your development and offering diverse opportunities across roles, borders, and technologies. Work alongside leaders who invest in your potential, and a culture that will take you further.

Where Purpose Meets Possibility: From safeguarding communities to shaping smarter, more sustainable futures, we're committed to creating long-term value, not just for our customers, but for society and the environment.

Duties & Responsibilities

The Solutions Development role is responsible for driving business growth, designing competitive Business Process Outsourcing (BPO) solutions, and ensuring seamless project execution. The role bridges business development, operations, and technology by identifying opportunities, crafting client-centric proposals, mobilizing projects, and ensuring delivery excellence. It requires strong strategic, technical, and financial acumen to build sustainable, scalable, and innovative outsourcing solutions.

1. Strategic Business Growth & Client Acquisition

• Lead the development and expansion of new business opportunities within the BPO sector, spanning customer support, back-office operations, and technical helpdesk.
• Identify market trends and position the company to capture new opportunities through tailored solutions.
• Engage with prospective clients to understand outsourcing needs and craft compelling, client-centric proposals. Build long-term client relationship.

2. Solution Design & Architecture

• Gather requirements through RFPs, workshops, and stakeholder interviews to define solution scope.
• Map end-to-end processes (people, technology, workflows) and translate them into robust operational and technical solution architectures.
• Ensure solution designs are scalable, cost-effective, and aligned with tender requirements.

3. Proposal & Bid Support

• Partner with Sales and Operations teams on tenders and proposals, preparing solution decks, costing models, and staffing plans.
• Highlight differentiators, value propositions, and ROI in bid submissions to maximize competitiveness.
• Present solutions confidently to all levels.

4. Project Mobilization & Enablement

• Oversee the mobilisation of new BPO projects, ensuring readiness in staffing, infrastructure, processes, and technology.
• Manage project teams to achieve service readiness and delivery excellence.
• Establish operational frameworks to ensure smooth transitions.

5. Technology Integration & Innovation

• Consult Ops-Tech team to assess and recommend the adoption of digital platforms (ERP, AI, IoT, telephony, etc.) to enhance efficiency and scalability while ensuring regulatory compliance and data security standards.
• Coordinate Proofs of Concept (POCs) and pilots to validate technology fit for client needs.

6. Financial & Resource Modelling

• Develop FTE models, tiered pricing strategies, cost breakdowns and run scenario analyses to support competitive bids.
• Balance CapEx and OpEx considerations to ensure long-term sustainability and profitability.

7. Operational Collaboration & Stakeholder Engagement

• Act as the primary liaison between clients and internal teams, ensuring clarity on expectations, deliverables, and SLAs.
• Facilitate cross-functional collaboration to align business goals, client satisfaction, and innovation outcomes.

8. Performance Monitoring & Quality Assurance

• Track project performance against SLAs and KPIs, initiating corrective actions as needed, using data and analytics.
• Conduct service quality audits and drive continuous improvement initiatives across accounts.

9. Continuous Improvement & Industry Benchmarking

• Capture lessons learned from past bids and live projects to refine solutioning playbooks.
• Benchmark against industry standards and emerging trends (AI, automation, workforce transformation) to future-proof solutions.

Skills & Experience

• Bachelor's degree in Business, IT, Engineering, or related field.
• 5–8 years' experience in BPO solutioning, pre sales, or operations, with exposure to tenders, solution design, and financial modelling.
• Strong stakeholder management, project mobilization experience, and familiarity with digital/tech enabled solution

Additional Info

• The office location is at Certis East Coast.

Recognition & Reward

Be part of a purpose-driven, values-led workplace that fosters collaboration, respect, and a culture of continuous growth.

Enjoy a competitive remuneration package with performance-based incentives and eligibility for annual bonuses.

Benefit from comprehensive medical and dental coverage, along with holistic wellness initiatives and dedicated mental health support.