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Overview / Purpose of the position
To manage all aspects of delivery from point of sales to completion across the SSEA 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 Operations 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 SSEA countries and offices
- Maximize use of relevant resource pool
- Responsible for Auditor Development and efficient use of resources across the cluster
- Ensure compliance process across all operations and flag poor sales practices for corrective actions
- Multiskilling focused on business needs, product mix, and sector strategy
- Maintains records of the approved list of Associate Auditors and Technical Specialists across the 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
- Maximize and control gross margin across our delivery, ensuring that appropriate pricing methodology was used during the sales process
- Customer Satisfaction/Client Attrition rate/Driving Force/Complaints/Dissatisfaction Flag case handling/Staff Ratio and workflow optimization/Associate Auditors Usage vs. Internal Resources contracts & audit-day rates vs. chargeable rate to client/Staff Ratio/Multiple qualification assessor ratio/Client Onboarding Lead time
- Ensure client centricity promises delivery (TAT, VoC)
- Lead the adoption of the 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
- Lead the deployment and implementation of the SSEA operation strategy and multi-year plan of the Assurance streams, adapting it to the market context of the cluster, in line with the Group Strategic plan, maximizing profitable growth across our chosen sector/streams
- Build impactful and collaborative relationships with BSI colleagues across our multi-layered matrix organization to support existing businesses, leverage growth opportunities as One BSI
- Work in full collaboration with the SSEA leadership team, sales and marketing, and relevant teams to shape and implement the Assessment and System Certification Strategy in SSEA
- Work in full collaboration with the SSEA leadership team to define an appropriate pricing strategy
Leadership
- Lead, develop, and motivate the operation teams of SSEA to drive revenue growth as well as accured profitability across our cluster embedding operational improvement programmes and support optimization of delivery, according to cluster plans.
- Provide leadership by setting the tone for behaviours, building an inclusive culture that is in line with our Values and Excellence Behaviours
- Ensure the Client is at the core of our strategy, and a client-centric approach is taken to our actions
Operations/compliance
- Ensures BSI's compliance with all relevant Accreditation requirements at all times.
- Ensure compliance with BSI's policies, technical and legal requirements, and thereby protect BSI's brand reputation and intellectual property
People
- Lead, develop, and manage Assurance resources within SSEA, working with the HR Function People Partners, develop and execute a People plan to meet current and future business needs.
- Build organizational design and capability within SSEA through investment in skills, knowledge, and experience to create a resilient and agile organization
- Build and develop a capable, resilient, diverse, and inclusive leadership team, leading the development and implementation of human resources strategies that will ensure the recruitment, development, and retention of the highest caliber professionals and leaders at all levels of the business.
Key Success / Performance Indicators:
The geographic scope of the role covers SSEA, and some wider international travel will also be required. Includes all aspects of general management, sales management, and P&L accountability:
- Profitable growth
- Central auditor pool established
- Strategic resource planning, including but not limited to establishing the right mix of Internal Resources and Associate Auditors
- Auditors performance and audit effectiveness
- Client satisfaction retention
- Employee engagement
Person Specification
- Existing experience in leading multi-country operations
- Strong market understanding and knowledge of cultural differences within each team
- Proven experience in developing, motivating, and leading a winning team.
- Proven experience in a senior leadership position, ideally within a matrix organization
- An understanding of the business planning and budgetary control processes.
- The ability to develop effective relationships, and therefore operate successfully at all levels, within and outside the organization, is essential, together with good communication and presentation skills.
- BSI business language is English therefore good level of written and spoken English is a must.
- Ability to prioritize and handle multiple work demands and pressures, with a higher average amount of resilience
- Ability to collaborate effectively across multiple disciplines, regions and cultures
- Ability to influence & persuade others with an inspirational leadership style
- Out of the box thinker, self-motivated and result-driven
- Creator and fighter with a can do mentality
- Strong team player, adept at coaching and supporting others
- Proactive & goal-oriented - driven to achieve tangible commercial results for the business
About Us
BSI is a business improvement and standards company, and for over a century, BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives.
Today, BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000-strong global community of experts, industry and consumer groups, organizations, and governments.
Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.
Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society's critical issues - from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.
BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.
