Senior Manager, Service Operations, South East Asia & Taiwan

Work Schedule

Environmental Conditions

Job Description

This Senior Manager, Services Operations for South East Asia and Taiwan is responsible for customer satisfaction and the effective and efficient execution of services and order realization. The Services Operations Manager ensures high level of teamwork and engagement levels. This role is also responsible for the Customer Services Delivery (CSD) targets & Customers Allegiance Score (CAS).

Key Areas of Responsibilities:

Management of the Region

• Enables and manages the execution of operations in the South East Asia & Taiwan region which consists of the following: 1. Supply Chain Management 2. Customer Care Center Management 3. Provides functional guidance to Country Services & Operations Managers
• Develops the organization to enable execution excellence of Order Realization Process (ORP) and services delivery processes. Overall responsibility to realize Sales with Supply Chain Manager.
• Ensures short term & long-term planning (planned Maintenance) is timely crafted and communicated to the field teams
• Strong Advocate Customer Centricity & end to end process compliance Accountable for CAS.

Account Management Operations

• Supports sales team within the Order Acquisition Process (OAP)
• Responsible for customer satisfaction in relation to operations activities

People Management

• People management, including selection, development, goal setting and performance management.
• Ensures overall high level of talent engagement levels and year on year improvement on the Employees Involvement Survey (EIS) score.

Quality & Regulatory

• Take vital actions, including the deployment of team objectives, to ensure full compliance with all Business and Q&R policies and procedures.

Key Measurement of Success:

• Inventories and costs management (inventories, physical distribution)
• CAS
• EIS

Qualification and Experiences:

• Degree level education or equivalent
• Proven experiences in CSD
• Experience with leading a cross functional team within an international matrix organization.
• Proven track record in change management
• Proficient in English, verbal and written in addition to local language.