Operations Manager, Service & Customer Care

Job Description

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: SafetyEnsure 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 AccountsLead 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 DevelopmentLead development of the service product offering & portfolio including introducing new service products to market Compliance & Continuous ImprovementIdentify & implement improvement plans to drive competitive advantage & efficient business operations Performance & ReportingDevelop, 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. #J-18808-Ljbffr