Operations Director, Service

What you will do

Provides leadership for the overall Service business for assigned regions or markets
Ownership and accountability of financial growth & operational metrics
Own and drive the operational excellence with strategic and operational capabilities to achieve business goals and targets
Defines Service growth strategy enabled with growth initiatives & programs.

How you will do it
Lead the overall Service business for assigned regions or markets and being accountable for financial growth and operational results
Define deploy and execute business plans
Drive Service Operational Excellence to implement appropriate action plans focusing on GM expansion G&A reduction and operational effectiveness of the Field Operations.
Focus on communication people development customer interaction & measuring results
Drive teamwork culture compliance and integrity
Own and drive digital service transformation in delivering the services to customers
Provide direction and guidance on the implementation of high-impact transition and transformation projects. Act as the change champion
Drive consistency of end-to-end service operations and in full alignment with standards framework processes and policies.
Champion the collaboration with various stakeholders to support overall Service strategies and needs by changing or improving current Service models structures processes tools technologies to optimize performance
Jointly establish and ensure the implementation and execution of strategic growth initiatives
Drive a culture of Continuous Improvement in the Service organization
Work with the regional and global services team to align strategy based on key industry segments drivers
Own the overall organizational capability and lead the development of workforce capabilities and capacity to implement the longer term Service roadmap.
Drive competency and training development for the frontline team
Recognize and identify potential areas where existing procedures require change or where new ones need to be developed especially regarding business process and organization alignment

What we look for
Required
University degree MBA or equivalent academic qualification.
Strong knowledge of Service Operations Management with more than 15 years of relevant experience in the field
Solid experience in operations and fulfillment in services business managing frontline team
Proven track record in delivering the strong results with strong accountability and say/do
Demonstrate leadership ability to operate effectively in matrix structure with strong influencing skills
Demonstrate financial and business acumen with strong skills in customer relationship building and management
Excellent communication and interpersonal skills both internally and dealing with external customers and stakeholders
Business acumen to comprehend financial numbers and make significant contributions to development of business plans
Strong people management team building performance management strategic and operations planning process management negotiation and relationship management skills
Demonstrated ability to work effectively within and across direct management lines (in a matrix environment)
Demonstrated Customer Service mindset with business and financial acumen