Operations Director, Singapore

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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 & 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

• Build impactful and collaborative relationships with BSI colleagues across our multi-layered 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, self-motivated and result-driven
• Creator and fighter with a can-do 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 & goal-orientated – driven to achieve tangible commercial results for the business.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.