Operations Manager, Service & Customer Care
* Bangholme, VIC, AU, 3175NSW, AU, 2164
* Director
* Travel Required: 31%-60%
* 03-Feb-2025
About the company
The ASSA ABLOY Group is the global leader in access solutions. Every day, we help billions of people to experience a more open world.
ASSA ABLOY Entrance Systems division (ESD) is a leading supplier of entrance automation solutions for the efficient and seamless flow of goods and people. Our customers operate in different market segments from retail, healthcare, and hospitality to distribution & logistics.
About the role - Operations Manager, Service & Customer Care Pacific
The successful candidate is directly responsible for the overall strategy, pursuit, growth, and profitable execution of the Service and Customer Service functions (ASSA ABLOY / Record) and working closely with the regional leaders to execute Service to high standards in each Pacific region.
Reporting to the Pedestrian Pacific Managing Director, the role is responsible for:
* Safety: Ensure safe & HSE compliant scheduling of all site activities and champion safety improvement programs as & participate in HSE committees as needed.
* Monitor local conditions, opportunities & context & work with regional leaders to develop market-beating strategies for the Service business.
* Work with local leaders to complete Services to high standards of execution quality (incl sub-contractors).
Planning, Customer Service & Key Accounts:
* Lead effective & efficient management of all customer enquiries & ensure they are promptly routed to the correct resources for resolution.
* Ensure Key Accounts are well supported & work with regional leaders to ensure that we meet or exceed contractual & metric targets.
* Lead the effective quoting & winning of service work via the internal administration team.
National Pursuit & Service Product Development:
* Lead development of the service product offering & portfolio including introducing new service products to market.
Compliance & Continuous Improvement:
* Identify & implement improvement plans to drive competitive advantage & efficient business operations.
Performance & Reporting:
* Develop, manage & regularly monitor performance targets for the customer service & service operations functions.
* Strive to beat monthly, quarterly & annual targets for Service order & revenue growth, margins, costs, and profit set during the budgeting cycle.
* Ensure proper staffing, skill development, & direction of the various teams (with HR support).
* Collaborate with other ASSA ABLOY businesses (Opening Solutions, Industrial, etc.) to identify joint activities that result in new orders, improved brand presence, improved customer experience.
Skills & experience:
* Strong customer focus and experience from a service intensive business.
* Financial understanding and results focus (P&L, performance metrics, customer metrics).
* Collaborative & people centric leadership style.
* Experience leading diverse teams and managers.
* Previous experience in complex matrixed organisations.
* Work with a global organisation with strong industry growth prospects.
* Ability to build a highly valued local manufacturing capability.
How to apply:
Please apply with an updated CV / Resume and cover letter showing your suitability for this senior role.
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