Operation Director, ASEAN

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Overview / Purpose of the position

To Manage all aspect of delivery from point of sales to completion across the ASEAN cluster, develop and drive business growth strategies for the cluster and provide vision and energy as necessary to ensure the full business potential is realized whilst maintaining, upholding and promoting the integrity of BSI products, services and reputation.

As Singapore Operation Head, to manage the Singapore Operations team to deliver successful assessment days by managing a group of assessors / auditors.

Responsibilities & Accountabilities

• Ensure overall operational efficiency and effectiveness, by managing key performance and financial indicators and keep P&L delivery
• Managing multi-sector teams across 6 countries and 14 offices
• Maximise use of relevant resource pool
• Responsible for Auditor Development and efficient use of resource across cluster
• 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
• 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
• Maximise and control gross margin across our delivery ensuring that appropriate pricing methodology was used during the sales process
• Customer Satisfaction / Clients Attrition rate / Driving Force / Complaints / Dissatisfaction Flag case handling / Staff Ratio and workflow optimisation / 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

Leadership

Operations / compliance

People

Key Success / Performance Indicators :

The geographic scope of the role covers ASEAN 6 countries, and some wider international travel will also be required. Includes all aspects of general management, sales management and P&L accountability :

4 Person Specification

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.

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