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Global Operation Centre Manager - Customer Support (001478) in Singapore at Inmarsat

Date Posted: 2/14/2018

Job Snapshot

  • Employee Type:
    Permanent
  • Location:
    Singapore
  • Date Posted:
    2/14/2018

Job Description

Primary role purpose:

A senior management position, with full responsibility to firmly establish Inmarsat as a leading satellite communications provider to the Global Maritime, Enterprise, Aviation, and Government market place. This role will involve budget management control and responsibility for this business division. The successful applicant will be both strategic; working with Managers, Directors and Key stakeholders on strategic system and business improvement programs, as well as operational to ensure sustained quality is achieved and maintained, through people and process development.

 

As a Global Operation Centre Manager you will be responsible for the day to day operational management of the Global Customer and Technical Support Teams in line with Inmarsat business objectives, policies and strategy.  You will have prime responsibility for the team to support and work with partners to deliver customer satisfaction.  You will play a pivotal role in ensuring that your team is motivated and your customers are delighted.  You have a passion for perfection and want your team to be seen as proficient and competent always doing their best. You understand that customers experience issues with service but know that it’s how these issues are managed which keeps customers loyal. In the unlikely event that your customer has an unresolved issue you want them to feel safe in the knowledge that you will do everything possible to achieve the desired results and make sure their expectations are managed until the completion of the problem.  You love to work with people and your team are aware of this via the focused guidance, leadership and direction you provide.  You take great personal pride in your work. Adopting a mentoring approach you will be mature and palliative using your experience to work through all eventualities from quick and effective decision making to managing personnel issues with the required sensitivity. Your management style provides a supporting and motivational environment both on a team and individual basis. You are commercially astute and can make difficult decisions with confidence always keeping the company’s interests at heart.  You are not averse to your team taking a risk with the right rationale and will support them in their decision making. You can communicate, influence and negotiate at all operational levels possessing a tendency of not taking the easy road and tackling difficult situations head on. You are passionate about your role and will drive your teams to provide the ultimate customer experience.  A role with Inmarsat will provide you with the autonomy to exceed at all of these things plus, will give you the exciting challenges that you desire for the next chapter of your management career!

Job Requirements

Key Responsibilities:

You will work within a passionate and driven division who are proactive by nature and always strive for improvement, supporting high end exciting products and services.   The role makes it possible for you to leave your mark in an exciting and innovative industry. Our customers expect superior service and with this role you have the opportunity to be part of an organisation that exceeds expectations.

  • Your gravitas leads people to look to you for leadership and inspiration. You lead naturally but are happy to be guided; you love coordinating activities, sustaining relationships and building rapport whilst solving problems
  • You have a clear view of what you need your team to do, and can motivate them to exceed expectations.
  • You always keep your head on your shoulders and can manage effectively even when others feel pressure.
  • You love detail and understand why it is important.
  • You are keen to drive customer service improvements within a commercial organisation.
  • Your interest in people is infectious and you cannot help but develop and nurture.
  • You are a fantastic communicator across all organisational levels.
  • Negotiating and influencing comes naturally to you.
  • You believe passionately and know how to implement World-class customer service.
  • You have overall responsibility for the provision of technical and customer service in support of our Maritime, Enterprise, Aviation and Government markets including Managed Service Offerings throughout the world.
  • You personally manage a number of direct reports as well as commercial SLA’s & KPI’s.
  • You have ownership of all processes and process development in the technical, order fulfilment and customer service cycles.
  • You will continue the development of existing Operations Support sites in line with business and service growth plans.
  • You will actively champion the customer experience and work with Marketing colleagues to ensure an effective Customer support function is developed, improved and maintained taking into account internal and external processes and communications.
  • International travel will be required.

 

A position to challenge you:

  • You will ensure that your team is fully trained and provided with the appropriate tools to effectively troubleshoot all enquiries.
  • You will lead and motivate your team to provide exceptional support, offering customers an experience that is market leading.
  • You will work with your team to implement personal development plans, linking both business objectives with personal aspirations.
  • You will be confident in your own knowledge.
  • With your people management abilities and your sound judgment you will be able to take strategic risks when needed.
  • You will be proactive in maintaining and growing your commercial knowledge enabling you to make effective decisions quickly and confidently.
  • You will be self-motivated and tenacious in ensuring that even under pressure; tight deadlines will be met.
  • You will review customer enquiry profiles and make team structural recommendations were required to meet customer demand.
  • You will be forward thinking and strategic always looking for the next thing to improve your team and the customers experience
  • You will ensure that your team manage enquiries in line with customer’s SLA and KPI expectations.

ESSENTIAL KNOWLEDGE AND SKILLS

  • Excellent Interpersonal skills
  • Good computer skills including knowledge of specific customer support systems.
  • Excellent written and oral command of the English language.
  • The ability to co-operate with all users of the Inmarsat system and to be able to offer solutions to their requests.
  • Ability to operate in a multilingual department.
  • Confident with a professional telephone manner.
  • At least three years in a senior position with experience of managing customer services and strategic operational development
  • Degree qualified or equivalent

Desirable Knowledge and Skills:

  • Experience in working in an international Customer Support environment.
  • Awareness of the various Inmarsat services and their capabilities.
  • Good knowledge of worldwide geography.
  • Project management experience
  • Practical experience of best practice in order fulfilment, technical service and customer services processes
  • Data analytical skills
  • Languages