Head of Customer Service Operations

5 days ago


Jakarta, Jakarta, Indonesia Siemens Mobility Full time

The Head of Customer Service Operations will play a crucial role in leading our customer service delivery team in Indonesia. This individual will be responsible for driving the digital services transformation for industry services, aligning and developing new capabilities to support customers and service delivery.

Main Accountabilities:
  • Leading Service Operations: Oversee service lines within the Service Delivery team, ensuring service execution aligns with Product Lifecycle Management (PLM) and Customer Relationship Management (CRM) systems.
  • Delivering Service Excellence: Implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
  • Innovating Customer Solutions: Translate customer feedback into new capabilities that shift interactions towards Digital Services.
  • Effective Stakeholder Management: Communicate effectively with stakeholders regarding workforce planning and partner activities.
  • Cost Optimization and Productivity: Manage associated costs, utilization, and productivity within the Service Delivery team.
  • Collaborating with Headquarters: Work closely with CS SD ASEAN on new portfolio rollouts and share best practices.
Key Performance Indicators:
  • High Customer Satisfaction: Maintain high levels of customer satisfaction and confidence.
  • Digital Service Development: Develop digitalized delivery processes and cultivate skilled experts to drive digital service operations.
  • Cost Savings and Efficiency: Achieve CS productivity and utilization targets, ensuring KPIs and customer satisfaction are met.
  • Service Quality and Efficiency: Lead and oversee service delivery across Indonesia, ensuring high standards of quality and efficiency.
  • Team Development: Build and mentor a team of service engineers, managers, and technical specialists.
  • Service Expansion and Innovation: Identify opportunities for service expansion and new business offerings.
  • Operational Effectiveness: Ensure efficient execution of service contracts and maintenance projects.
  • Strong Customer Relationships: Maintain strong relationships with key customers in Indonesia.
  • Collaborative Working: Partner with Sales, Project Management, Engineering, and other departments to ensure seamless service delivery.
  • Service Performance Monitoring: Monitor and analyze key service metrics and KPIs in Indonesia.
  • Risk Mitigation: Identify and mitigate risks associated with service delivery.
Essential Requirements:
  • Education: A degree in Electrical Engineering, Mechanical Engineering, or a related field.
  • Leadership Expertise: Experience in a senior leadership role within service delivery, ideally in an engineering or technical environment.
  • Siemens Product and Service Knowledge: Knowledge of Siemens products and services, particularly in automation, PLC, and DCS systems.
  • Service Delivery Experience: At least 10+ years in service delivery, with experience in managing teams and operations.
  • Customer-Centric Leadership: Ability to understand and address customer needs.
  • Problem-Solving and Decision-Making: Strong problem-solving skills and decision-making capabilities.
  • Excellent Communication Skills: Proficient in communicating with stakeholders at all levels.


  • Jakarta, Jakarta, Indonesia PT Siemens Indonesia Full time

    Pursue a career with PT Siemens Indonesia, where we foster innovation and growth through collaboration and expertise. Our company empowers employees to stay adaptable and responsive in a rapidly evolving environment.The Head of Operations and Services is responsible for leading the Customer Service (CS) Delivery team in Indonesia, focusing on Digital...


  • Jakarta, Jakarta, Indonesia PT BANK JTRUST INDONESIA Tbk. Full time

    Position Overview: We are seeking an experienced Division Head for Operational Excellence to join our team.About the Role:The successful candidate will be responsible for leading the division, ensuring operational services meet the required standards, and developing strategies to improve operational efficiency.The ideal candidate will have a strong...


  • Jakarta, Jakarta, Indonesia Mega Insurance Full time

    This role offers the opportunity to lead a high-performing sales and service team at Mega Insurance. As the Head of Sales and Service, you will be responsible for driving sales growth, improving customer satisfaction, and delivering exceptional service experiences.Key AccountabilitiesDevelop and execute sales strategies to drive business growthLead a team of...


  • Jakarta, Jakarta, Indonesia Avrist Full time

    About the RoleThe Division Head of Operations will play a critical role in driving business growth, improving operational efficiency, and enhancing customer experience at Avrist.Key ResponsibilitiesBusiness Growth Strategies: Develop and implement operational strategies to drive business growth and improve customer satisfaction.Operational Efficiency:...


  • Jakarta, Jakarta, Indonesia Talent Insider Full time

    Role Overview:We are looking for a highly experienced restaurant professional to join our client's team as Head of Restaurant.The successful candidate will be responsible for driving revenue growth, managing partnerships, and overseeing marketing strategies.Main Responsibilities:Revenue Growth: Identify opportunities to increase revenue and develop...


  • Jakarta, Jakarta, Indonesia PT BANK JTRUST INDONESIA Tbk. Full time

    Job Title: Head of Operational ServicesJob Summary: We are seeking an experienced professional to lead our operational services, ensuring they meet the highest standards of quality.About the Role:The successful candidate will be responsible for preparing annual work plans, allocating financial targets to departments, and ensuring operational activities meet...


  • Jakarta, Jakarta, Indonesia Talent Insider Full time

    About this roleHead Of Cybersecurity Business UnitTalent Insider seeks a seasoned cybersecurity expert to lead our business unit.The ideal candidate will have a Bachelor's degree in a related field and at least 7 years of experience in security.A key requirement is a strong understanding of cyber security gained within the past 4 years, as well as experience...


  • Jakarta, Jakarta, Indonesia PT BANK JTRUST INDONESIA Tbk. Full time

    Job Description: We are seeking an experienced Division Head for Operational Excellence to join our team.About the Role:The successful candidate will be responsible for leading the division, ensuring operational services meet the required standards, and developing strategies to improve operational efficiency.The ideal candidate will have a strong background...


  • Jakarta, Jakarta, Indonesia Gentari Full time

    Job SummaryWe are seeking an accomplished and results-driven professional to assume the role of Head, Operations at Gentari. This is a unique opportunity to join our team and drive the success of our fleet operations.About the PositionLeadership: Provide strategic leadership to the fleet operations team, driving business growth and profitability.Fleet...


  • Jakarta, Jakarta, Indonesia Talent Hunts Indonesia Full time

    About the Position:We are seeking an experienced Head of Technical Operations to lead our technical operations team at Talent Hunts Indonesia. As a key member of our organization, you will be responsible for ensuring the smooth operation of our technical infrastructure and providing technical support to our teams.Key Responsibilities:Oversee the planning,...


  • Jakarta, Jakarta, Indonesia Sinar Mas Land Full time

    Job Title: Building Maintenance Section HeadSinar Mas Land is a leading property developer in Indonesia, dedicated to providing exceptional living experiences for our residents. We are seeking a highly skilled and experienced individual to join our team as a Building Maintenance Section Head.About the Role:Develop and implement a proactive maintenance...


  • Jakarta, Jakarta, Indonesia Michael Page Full time

    About Our ClientWe are a leading provider of innovative food and beverage solutions, driven by a passion for quality and customer satisfaction. Our goal is to provide exceptional products and services that meet the evolving needs of our customers.Job OverviewCreate and implement efficient supply chain systems to support business growth and expansion.Develop...


  • Jakarta, Jakarta, Indonesia Talent Insider Full time

    Cybersecurity plays a critical role in today's digital landscape, and Talent Insider is committed to providing exceptional solutions to our clients.The Head Of Cybersecurity Business Unit will lead our efforts in expanding our cybersecurity services to customers, establishing a sales channel for acquiring new clients, and enhancing our products and...

  • Operations Director

    2 days ago


    Jakarta, Jakarta, Indonesia Avrist Full time

    Job SummaryWe are seeking an experienced Division Head of Operations to join our team at Avrist. As a key member of our leadership team, you will be responsible for developing and implementing operational strategies that drive efficiency, effectiveness, and customer satisfaction.Key ResponsibilitiesOperational Strategy Development: Develop and implement...


  • Jakarta, Jakarta, Indonesia Cermati Full time

    We are looking for a seasoned professional to take on the role of Head of Recovery Operations at Cermati. As a key member of our executive team, this individual will be responsible for developing and implementing strategies to optimize our collections and recoveries processes, ensuring compliance with regulatory requirements and minimizing risk...


  • Jakarta, Jakarta, Indonesia Panin Dai-ichi Life Full time

    We are seeking a skilled and experienced professional to join our team as Head of IT System Services. As a key member of our IT department, you will be responsible for developing and implementing a network strategy that meets the needs of our business.Your key responsibilities will include:Designing and implementing a network architecture that supports our...


  • Jakarta, Jakarta, Indonesia PT Talentvis Consulting Indonesia Full time

    Job Summary:We are seeking an experienced Head of Property Operations to lead our property operations team. The ideal candidate will have a strong background in property management, with experience in site selection, market analysis, and lease administration.Main Responsibilities:Manage client-owned and leased properties, optimizing asset value and financial...


  • Jakarta, Jakarta, Indonesia PT Kembang Artha Boga Full time

    Our TeamPT Kembang Artha Boga is a team-oriented company that values collaboration, innovation, and customer satisfaction.Job SummaryWe are seeking an experienced Store Manager to join our team and lead our store to achieve sales targets and improve customer satisfaction. The ideal candidate will have a strong background in retail management, with a proven...


  • Jakarta, Jakarta, Indonesia Siemens Mobility Full time

    We are seeking a seasoned professional to lead our customer service delivery team in Indonesia. As the Head of Service Delivery, you will be responsible for driving the digital services transformation for industry services. This role acts as the key liaison between the local CS organization and CS SD ASEAN, aligning and developing new capabilities to support...


  • Jakarta, Jakarta, Indonesia Gentari Full time

    Job OverviewGentari is seeking a highly experienced and skilled professional to lead our fleet operations, ensuring seamless delivery of services to our customers. As the Head, Operations, you will play a pivotal role in overseeing the entire EV fleet management process, from strategy planning to execution.About the RoleFleet Management: Oversee the...