Customer Service Manager jobs in Singapore

As Director Services, SEA you will provide leadership for the overall Services sales & operations in the SEA market and develop a high performing team with more than 500 members.

1. Full ownership and accountability of financial (revenue, executed margin) and fulfillment of key operational and fulfillment performance metrics including safety, quality, NPS, productivity and OTD.
2. In collaboration with Sales & Commercial, Country, Global Product, Factory and Procurement, owns and drives operational excellence with capabilities building to achieve business goals and targets.
3. Provides deep focus ownership on overall Services business and being the company leader for customers escalation.

1. Lead the overall Services business and being accountable for both financial Revenue, Executed Margin, Unbilled Receivables, Accounts Receivables) and operational (EHS, Quality, On Time Delivery, Cost, Productivity, Net Promotor Score) results in assigned cluster.
2. Develop and deliver business plans for specific service line opportunities; drive the operationalization of such plans.
3. Champion the collaboration with various stakeholders to support overall PSA / Retrofit / L&M / Other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance.
4. Own and drive digital service transformation in delivering the services to customers.
5. Provide direction and guidance on the implementation of high impact transition and transformation projects. Act as the change champion.
6. Drive consistency of end-to-end service operations across the cluster, and in full alignment with standards, framework, processes and policies set by the APAC Services team.
7. Jointly establish and ensure the implementation and execution of strategic growth initiatives in APAC.
8. Drive a culture of Continuous Improvement in the Service organization.
9. Responsible for safety performance and program compliance.
10. Ensure Readiness to Serve & Emergent response readiness for the cluster.
11. Implement Operation Safety Policy Instructions, conduct field work in compliance with applicable regulations, and encourage good employee safety practices.
12. Own the overall organizational capability and lead the development of workforce capabilities and capacity to implement the longer-term Service roadmap.
13. Drive competency and training development for the frontline team in the cluster.
14. 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.
15. Partner with the APAC Services team to develop, implement and manage Service Productivity support tools, programs, processes, tools and technologies that increase the effectiveness of the Service field organization.
16. Work with the APAC Services team to align strategy, based on key industry segments drivers.

1. University degree or equivalent combination of education and experience.
2. More than 10+ years of relevant working experience in Service Operations Management and fulfillment in services business managing large frontline team.
3. Demonstrated leadership ability to lead effectively in matrix structure with strong influencing skills.
4. Demonstrated financial and business acumen with strong skills in customer focus through relationship building and management.
5. Excellent communication and interpersonal skills, both internally and dealing with external customers and stakeholders.
6. Business acumen to comprehend financial numbers and make significant contributions to development of business plans.
7. Demonstrated Customer Service mindset with business and financial acumen.
8. May need to travel overseas as and when required.

1. Competitive salary.
2. Paid vacation/holidays/sick time.
3. Comprehensive benefits package.
4. On the job/cross training opportunities.
5. Encouraging and collaborative team environment.
6. Dedication to safety through our Zero Harm policy.