Senior Operations Manager

The incumbent responsible for leading and transforming the company’s operations function across Southeast Asia, with a strong emphasis on Quality Assurance, Customer Experience, After-Sales Service, and Technical Services.

This role ensures the delivery of a seamless, high-quality end-to-end customer journey, aligned with Hansgrohe’s premium brand positioning. The Senior Operations Manager will drive operational excellence, service quality, and continuous improvement initiatives, while partnering closely with Sales, Supply Chain, and regional teams to enhance customer satisfaction, strengthen service capabilities, and support sustainable business growth.

Key responsibilities

Quality Assurance & Operational Excellence

• Develop and implement a robust quality assurance framework across all customer touchpoints, including product delivery, installation, and after-sales service.
• Establish and monitor quality standards, KPIs, and audit mechanisms to ensure consistency and alignment with global guidelines.
• Drive root cause analysis and corrective actions for quality issues, working closely with regional and global stakeholders.
• Lead continuous improvement initiatives to enhance operational efficiency, service reliability, and process effectiveness.

Customer Experience Management

• Champion a customer-centric culture across all support functions (Customer Service, Technical Service, Logistics).
• Design and implement strategies to improve end-to-end customer journey, from order placement to after-sales support.
• Track and improve customer satisfaction metrics (e.g., NPS, service response time, complaint resolution).
• Identify customer pain points and translate insights into actionable improvement initiatives.

After-Sales Service & Technical Services

• Oversee and strengthen after-sales service operations, ensuring timely, professional, and high-quality service delivery.
• Lead the technical service team in providing installation support, troubleshooting, and resolution of technical issues.
• Ensure adherence to service level agreements (SLAs) and continuously improve service response and resolution times.
• Develop technical capabilities and service standards aligned with the complexity of project and premium product requirements.

Process Improvement & Transformation

• Act as a key driver in redefining and standardizing operational processes to support business growth and scalability.
• Identify opportunities to streamline workflows, reduce inefficiencies, and enhance cross-functional collaboration.
• Lead digitalization and system enhancement initiatives (e.g., Service management tools) to improve visibility and control.
• Foster a culture of continuous improvement and operational discipline across the organization.

Vendor& Service Partner Management

• Lead vendor prequalification, onboarding, and performance management for service providers and contractors.
• Ensure vendors comply with agreed service levels, quality standards, and contractual obligations.
• Conduct regular performance reviews and implement improvement plans where required.

Cross-Functional Collaboration

• Work closely with Sales and Marketing teams to support project execution and enhance customer engagement.
• Partner with Supply Chain and Logistics to ensure smooth order fulfilment and delivery performance.
• Collaborate with Regional and Global teams to align on best practices, policies, and strategic initiatives.

Governance, Compliance & Risk Management

• Ensure compliance with company policies, regulatory requirements, and internal controls (including SOX where applicable).
• Implement robust governance frameworks for operations, service processes, and vendor management.
• Monitor and mitigate operational risks to safeguard business continuity and brand reputation.

Leadership& Capability Development

• Lead, coach, and develop a high-performing operations and service team.
• Build strong functional capabilities in customer service, technical expertise, and quality management.
• Promote a hands-on, ownership-driven culture focused on accountability and results.

Essential Skills & Competencies

·      Bachelor's degree in business administration, Operations Management, Engineering, Supply Chain Management, Quality Management, or a related field.

·      Minimum 10 years of experience in Operations, Customer Service, Quality Management, Technical Service, or Service Excellence, with at least 5 years in a leadership capacity.

·      Proven track record in driving operational excellence, quality assurance, and customer experience improvements within a regional or multi-country environment.

·      Strong experience in managing after-sales service operations, technical service functions, andservice partner networks.

·      Demonstrated success inleading business process improvement, transformation, and digitalization initiatives.

·      Strong knowledge of quality management systems, continuous improvement methodologies (e.g., Lean, Six Sigma), and root cause analysis techniques.

·      Experience establishing and monitoring operational KPIs, service level agreements (SLAs), and customer satisfaction metrics (e.g., NPS, CSAT).

·      Strong vendor and contractor management experience, including performance monitoring, compliance, and service quality management.

·      Proven ability to lead cross-functional collaboration across Sales, Supply Chain, Logistics, Finance, and Regional/Global stakeholders.

·      Sound understanding of governance, risk management, compliance requirements, and internal controls.

·      Strong analytical and problem-solving skills, with the ability to translate customer and operationalinsights into actionable improvement plans.

·      Excellent people leadership capabilities, with experience coaching, developing, and buildinghigh-performing teams.

·      Strong stakeholder management, communication, and influencing skills, with the ability to engageeffectively at all organizational levels.

·      Hands-on, customer-centric, and results-oriented leader with a strong sense of ownership and accountability.

·      Experience with ERP, CRM, service management, and reporting systems (SAP experience preferred).

·      Exposure to the building materials, sanitaryware, premium consumer products, manufacturing, or project business industries would be an advantage.

Essential Skills & Competencies

KPIs/ Metrics

• Customer Satisfaction (e.g., NPS, complaint resolution rate)
• Service Level Performance (response time, resolution time, SLA adherence)
• Quality Metrics (defect rates, repeat issues, audit compliance)
• Operational Efficiency (process turnaround time, cost optimization)
• After-Sales Service Performance (service completion rate, first-time fix rate)
• Vendor Performance & Compliance
• Continuous Improvement Initiatives delivered