Operation Director, ASEAN

Key Responsibilities

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
• Maximise and control gross margin across our delivery ensuring that appropriate pricing methodology was used during the sales process
• Manage and lead Operation teams across cluster and maximise use of relevant resource pool
• Responsible for Auditor Development and efficient use of resource across cluster
• 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 optimisation/Associate Auditors Usage vs. Internal Resources’ contracts & audit-day 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

• Lead the deployment and implementation of the ASEAN operation strategy and multi-year plan of the Assurance streams adapting it to the market context of the cluster, in line with the Group Strategic plan, maximising profitable growth across our chosen sector/streams
• Build impactful and collaborative relationships with BSI colleagues across our multi-layered matrix organisation to support existing businesses, leverage growth opportunities as One BSI
• Work in full collaboration with the ASEAN leadership team, sales and marketing and relevant teams to shape and implement Assessment and System Certification Strategy in ASEAN
• Work in full collaboration with the ASEAN leadership team to define appropriate pricing strategy

Leadership

• Lead, develop and motivate the operation teams of ASEAN to drive revenue growth as well as accured profitability across our cluster embedding operational improvement programmes and support optimisation 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 within ASEAN, working with the (HR Function) People Partners, develop and execute a People plan to meet current and future business needs.
• Build organisational design and capability within ASEAN through investment in skills, knowledge and experience to create a resilient and agile organisation
• 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 calibre professionals and leaders at all levels of the business.

Qualification & Requirements

• Existing experience in leading multi-country operations
• Strong market understanding and knowledge of cultural differences within each teams
• Proven experience of developing, motivating and leading a winning team.
• Proven experience in a senior leadership position, ideally within a matrix organisation
• The ability to develop effective relationships, and therefore operate successfully at all levels, within and outside the organisation, is essential, together with good communication and presentation skills.
• An understanding of the business planning and budgetary control processes.
• BSI business language is English therefore good level of written and spoken English is must.
• Out of the box thinker, self-motivated and result-driven
• Creator and fighter with a can do mentality
• Ability to prioritise 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 & goal-orientated – driven to achieve tangible commercial results for the business

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…