Operations Manager, Service & Customer Care
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.
The 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
- Strategy & Service Excellence
- 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
- Technical Sales & Service Estimation
- 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
- People & Leadership
- Ensure proper staffing, skill development, & direction of the various teams (with HR support)
- Collaboration
- 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 leader of diverse teams and managers
- Previous experience in complex matrixed organisations
- Knowledge of service products & markets
Benefits
- Onsite parking, with car allowance, mobile phone, and laptop
- Work with a global organisation with strong industry growth prospects
- Be part of a market-leading team
- Ability to build a highly valued local manufacturing capability
ASSA ABLOY Entrance Systems is an equal-opportunity employer. All employment is decided based on qualifications, merit, and business need, not personal or protected attributes. We welcome applications from all cultural backgrounds and experience. As part of our recruitment process, candidates may be asked to complete online psychometric testing, medical assessments (including alcohol & other drugs) and virtual interviews.
How to apply
Please apply with an updated CV/Resume and cover letter showing your suitability for this senior role
Global Presence, Local Support: With a workforce of over 52,000 employees across more than 70 countries and manufacturing facilities in Europe, North America, Asia, and Oceania, we are well-equipped to assist our customers wherever they are. Our expertise lies in developing, manufacturing, selling, installing, and servicing automatic door solutions for people.
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
Bangholme, VIC, AU, 3175 NSW, AU, 2164