Operations Director, Service

What you will do

Provides leadership for the overall Service business for assigned regions or markets

Ownership and accountability of financial growth & operational metrics

Own and drive the operational excellence with strategic and operational capabilities to achieve business goals and targets

Defines Service growth strategy enabled with growth initiatives & programs.

How you will do it

Lead the overall Service business for assigned regions or markets and being accountable for financial growth and operational results

Define deploy and execute business plans

Drive Service Operational Excellence to implement appropriate action plans focusing on GM expansion G&A reduction and operational effectiveness of the Field Operations.

Focus on communication people development customer interaction & measuring results

Drive teamwork culture compliance and integrity

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 and in full alignment with standards framework processes and policies.

Champion the collaboration with various stakeholders to support overall Service strategies and needs by changing or improving current Service models structures processes tools technologies to optimize performance

Jointly establish and ensure the implementation and execution of strategic growth initiatives

Drive a culture of Continuous Improvement in the Service organization

Work with the regional and global services team to align strategy based on key industry segments drivers

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

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

Required

University degree MBA or equivalent academic qualification.

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 frontline team

Proven track record in delivering the strong results with strong accountability and say / do

Demonstrate leadership ability to operate effectively in matrix structure with strong influencing skills

Demonstrate financial and business acumen with strong skills in customer 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

Required Experience :

Director

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