POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

We are looking for a dynamic and energetic leader to strengthen our Customer Services organization in South East Asia (SEA) area. The person would report into the Customer Services General Manager and be based in Singapore.

• Position responsible for managing Singapore Customer Services operations to ensure the delivery of systems support services for non break/fix work

• Responsible for consistent proactive and reactive technical responses to customers, ensuring prompt resolution of problems throughout the country; Identify area alliance partners to participate in the delivery of customer commitments

• Responsible for developing employees, promoting teamwork, and fostering open and effective communications; Develop employee skills and knowledge by planning and implementing effective development activities, establishing performance goals, and coaching and evaluating performance

• Responsible to drive Employee Engagement (town hall, roundtables, moral activities, etc.) efforts and programs to an organization between 50 to 200 employees

• Responsible for meeting assigned financial objectives; Manages a multi-million profit and loss statement and drive key continuous improvement projects while ensuring efficient operations (meeting key performance index metrics)

• Position must work effectively with other Services lines as well as individuals in other functions; Accountable for sales growth by participating in bid reviews, customer presentations, contract negotiations, etc.); Lead the management of maintenance contracts, including service-level agreements, subcontracting, and exception conversions

• Ensure all metrics are obtained within the country for all customers; Ensure customer satisfaction/delight for all accounts within the country by maintaining enduring relationships with customers; Address all service concerns of the customer base within the country; Responsible for consistent proactive and reactive technical responses to customers, ensuring prompt resolution of problems throughout the country

• Guide the sales organization pertaining to all services issues; Execute and champion the performance and talent management process within country

• Execute the performance management process, which includes evaluating performance, establishing performance goals, coaching performance and implementing effective development plans; Establish and foster networks and relationships at all levels; Motivate through recognition and reward; Provide encouragement, motivation, and support to the workforce through timely and effective communications

• Understands basic principles of change management and applies appropriately to prepare, introduce and manage change within the organization

• Understanding of competitive pressures to approve non-standard bids; Must demonstrate business leadership skills, particularly in strategic thinking business environment; Establish and adhere to service business practices on a cost or P&L basis; Using sound financial and economic principles for establishing and tracking profitable practices


BASIC QUALIFICATIONS:

Bachelor’s Degree

5+ years of related management experience


PREFERRED QUALIFICATIONS:

Field experience