JOB DESCRIPTION

• Provide high quality custody and nominee services to clients relating to share depositions/withdrawals, transfer of securities, trade settlement and proxy forms.
• Monitor custody and corporate actions status and follow-up on breaks to promptly resolve discrepancies.
• Process and review corporate action events to clients.
• Prepare Tax Declaration on REITS to depositories/share registrars.
• Track suspended and delisted counters for updates by respective teams into the backoffice system.
• Prepare, manage and reconcile US sourced income for clients across the group to submit the annual US tax reporting to US IRS.
• Proactively resolve work related issues with internal and external stakeholders.
• Lead in process improvements and participate in transformation and digitisation projects

REQUIREMENTS

• You should have minimum 8 years of operations experience in the financial industry with a good understanding of local and global custodial functions, voluntary and mandatory corporate action events.
• You write and speak effectively and are proficient in Microsoft Word, Excel and Powerpoint. VBA skills will be an added advantage.
• You possess strong organizational skills and able to prioritise tasks to meet tight deadlines in a fast paced environment.
• You are an excellent team player with a change mentality and able to motivate and manage a team effectively.

If you meet the requirements and are looking for a fresh challenge, do drop us your detailed resume.

We regret that only short-listed candidates will be notified.

• Liaise day-to-day fuel farm operations as per Standard Operating Procedures (SOPs).
• Enforce quality, environmental, occupational, health, security, and safety standards adherence.
• Organizes technicians to execute necessary operations in accordance with established plans.

Requirements:

• NITEC and above
• At least 5 years of experience in Aviation industry.
• Possess valid class 4/5 and forklift license
• Proficient in utilizing applications with a strong awareness of cybersecurity.

If you are keen to apply for the position, kindly email your detailed resume in MS Word to [email protected]

Please note that only shortlisted candidates will be notified.

For more job opportunities, please visit our website at www.recruit-expert.com

EA Licence: 19C9701
Registration: R21100996

Job Description

Key Responsibilities

Supervise, Lead, motivate, direct, develop and train a team of production employees. Assigns work and sets priorities for employees. Provides technical expertise and managerial leadership. Effectively communicates daily crossovers and build/test issues across all levels of Manufacturing.

Prioritizes production schedules based on available manpower, equipment efficiency, capacity and materials requirements.

Leads operational meetings; establish consistency in processes, and ensure alignment of tactical and/or strategic plans. Develops and tracks key organization performance metrics to meet or improve cycle time performance. Schedules and conducts milestone meetings.

Ensures timely response to operations issues impacting customer satisfaction; acts as an interface in the establishment of and ensuring conformance to customer/vendor requirements; prepares detailed analysis of cost of quality opportunity and initiates corrective action.

Actively strives to prevent employee accidents and injuries. Responsible for ensuring and documenting that all department employees (including temporaries) receive and follow appropriate department training including Environmental, Health and Safety training. Implements, emphasizes importance of, and monitors compliance to appropriate safety policies and procedures.

Develops personnel to include training and career development; manages the performance management process to include the development of team and individual goals, implementing employee development plans, and coaching. Manages the employee selection, hiring, reward and discipline processes.

Analyzes and plans for maximum production capacity optimization; implements and monitors manufacturing or dept. processes that collect, analyze and report key measurement data and real time status.

Identifies process and quality changes designed to improve manufacturing or department capabilities. Drives Lean, Safety and Quality. Takes corrective action.

Other Requirements: This position may require standing for extended periods of time, walking, working in tight spaces, bending, squatting, twisting, kneeling, reaching, lifting, the ability to distinguish between colors, the ability to work in an environment with noise that may be difficult for some individuals with sensitivity to noise, and the use of hand and power tools.

Additionally, because this position also may involve working in a clean room, the use of appropriate Personal Protective Equipment such as coveralls, hoods, booties, safety glasses, gloves, respirators, chemical aprons, and face shields may be required.

Functional Knowledge

• Works on issues where analysis of situation or data requires review of relevant factors

Business Expertise

• Receives assignments in the form of objectives with goals and the process by which to meet goals. Recommends changes to unit or sub-unit policies. Management reviews work to measure meeting of objectives

Leadership

• Provides direction to employees according to established policies and management guidance. Administers company policies that directly affect subordinate employees

Problem Solving

• Exercises judgment within defined procedures and policies to determine appropriate action.

Impact

• Erroneous decisions or failure to achieve results will cause delays in schedules.

Interpersonal Skills

• Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules.

Position requires understanding of Applied Materials global Standards of Business Conduct and compliance with these standards at all times. This includes demonstrating the highest level of ethical conduct reflecting Applied Materials' core values.

• Responsible for all ISO Tank operation matters.
• Handle documents for import/export, transshipment operations and orders handling domestic and overseas customers.
• Liaise with haulers, forwarders and customers and handle invoices and payment matters.

Requirements:

• Diploma and above
• At least 2 years of operations experience in ISO Tanks.

If you are keen to apply for the position, kindly email your detailed resume in MS Word to [email protected]

Please note that only shortlisted candidates will be notified.

For more job opportunities, please visit our website at www.recruit-expert.com

EA Licence: 19C9701

Registration: R21100996

Description

Some careers shine brighter than others

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC Private Bank seeks to be the leading international private bank for business owners and their families. It provides clients with wealth, business and family succession solutions in the largest and fastest growing markets around the world. At HSBC Private Bank, we put our clients at the centre of everything we do.

We are currently seeking a high calibre professional to join our team as a Head of Private Banking Operations SG.

Principal Responsibilities

The Head of Private Banking Operations will take ownership of quality operations services delivery to business through onshore / offshore services providers, within private banking or other functions of the bank, or external service vendors. This role supports private banking business on various strategic initiatives from local, regional or global. This role is not client facing and has small team onshore with leverages on operational teams in other domestic functions, in HK and various HSBC group service centres in the region.

The key tasks will include some or all of the following:

• Perform oversight on outsourced services ensuring quality delivery of services via SLA monitoring and regular oversight forum
• Execute business initiatives & strategy to support Asia growth
• Participate in business planning activities which may include financial, technological and resource planning
• Facilitate & support senior management decision making through provision of relevant management information, performance information, analytics, forums, stakeholder feedback and HSBC strategy
• Participation in various country / regional forum om behalf of business / PB operations
• Participation in devising and monitoring of internal governance activities
• As a change agent in continuing improvement on workflow, process and procedure
• Working with external service providers to manage or evaluate their provision, monitor their performance and ensure service level agreements are met
• Take on special assignments & system projects

Qualifications

• University graduate with minimum 10 years in banking or financial industry with exposure to private banking a plus
• Exposure to multi-national environment with cultural diversity
• Good communicator and able to work under pressure
• Multi-tasking and able to deliver under tight deadline
• Commercial minded balanced with risk and control
• Able to work independently yet able to collaborate with others
• Strategic thinker and strong execution
• Great customer service attitude with a desire to be of assistance and address varying, sometimes conflicting requests

You’ll achieve more when you join HSBC.
www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

Video URL - External

https://www.youtube.com/embed/zjrWwmYbXqo

Role and responsibilities

• Employees leaves management
• Post job offers on job boards
• Onboarding and departure of employees (contract, documentation, insurance etc..)
• Follow-up / performance assessment of employees
• Monthly timesheets collection and control
• Update HR policy as required
• Documents preparation with Talent acquisition team
• Prepare payroll

Ideal candidate

• 1st experience in a HR operations role
• Experience with MOM regulation
• Proficient with Google Apps and MS office
• Good interpersonal skills
• Ability to multi-task and manage priorities

Operations Assistant

Salary: $2800 - $3200
Working Days : Mon - Fri 9am - 6pm
Location: Woodlands

Requirements:

• With International Trade / Logistics / Customs / Compliance background
• Minimum experience 1 to 2 years on similar positions

Responsibilities:

Assisting Operations Managers with responsibility to the Region in performing day-to-day operational tasks for those Clients assigned to the Operations Manager.

Operations

• Receive shipment information from clients (invoice, HAWB, PL, Datasheets, etc).
• Process shipment documents.
• Tracking of shipments in different web pages (DHL – FedEx – UPS) or with agents in different countries or direct contact with other offices.
• Coordinate phone calls with agents to solve issues if needed

Administration

• Data entry – create shipments and upload shipments information to company’s operative system.
• Gather and save documents related to shipments on files and internal system.
• Keep information updated in system.
• Include fees for shipments in system.
• Keep files updated.
• Provide reports as per Ops Manager requests in regards with shipments status or any matter.

Manager support.

• Prepare reports as per Ops or Regional Manager’s request.
• Administrative and operational activities as per company needs.
• Maintain regular communication with Agents within the region and with the other regional offices
• Preparation of regular reports as per Client specific needs
• Input and maintain accurate data in systems as established by corporate policy/procedures and per system requirements.
• Escalate to Ops Manager for any situation / issues when it cannot be resolved directly or if the issue requires strategic guidance/decision
• Support on the preparation of QBRs

Lee Wan Ling | Reg No: R23116154

THE SUPREME HR ADVISORY PTE LTD | EA No: 14C7279

Trade Operations Assistant

• Salary: $3,000 - $3,300
• Working Location: Ngee Ann City Tower, Orchard
• Working Hour: Monday - Friday (9am - 6pm)

Job Description:

• Liaise closely with both our Customers and Suppliers regarding enquiries and offers.

• Preparation and execution of Sales & Purchase Contracts.

• Preparation of Letters of Credits for issuance (both import and export L/Cs).

• Experience in preparation, issuance and negotiation of Letter of Credits.

• Preparation of Import and Export Shipping Documentation for Bank L/C negotiation.

Requirements:

• Diploma/Degree in Logistics or equivalent.

• Proficient in MS Office Applications.

• Training will be provided.

✅✅ Interested applicants kindly contact via WhatsApp: +65 8656 3696 (JOHN).

No Charges will be incurred by Candidates for any service rendered.

Email：[email protected]

Lau Zhao Rui Reg.No: R22109652

14C7279 The Supreme HR Advisory Pte Ltd

*Company name and address will only be disclosed once shortlist for interview.

Operations Manager (Enrichment Centre)

Working day: 5 days work week (off on Tuesday & 1 Weekend)
Working Hour: 10.30am – 7.30pm
Salary: SGD 4,500 - SGD 5,500
Location: Travel to all centres / Corporate office @ Tiong Bahru

Job Responsibilities:

• Provide support and assist the Operations Director in operation-related administrative tasks
• In charge of the Sales performances and Operation Team service standards of all centres.
• To lead and manage Centre Managers, Centre Asst Managers, and Client Service Officers (CSOs) to achieve the sales target set for their respective outlet. This includes guiding the Centre Managers and Asst Managers in running their teams at the centre to provide professional and quality service to our customers.
• To lead by example as a leader, living and spreading the Organisation Values, Ethos and Competencies championed by the company.
• Recruiting, training, and grooming of Centre Managers, Asst Managers, and CSOs.
• Managing the performance of those under your charge effectively and efficiently
• Devising strategies and tactics for Centre Managers, Asst Managers, and the CSO teams that they manage; for the explicit purpose to increase sales and positive branding of our centres.
• Ensuring that all customer complaints and feedback are handled professionally.
• Monitoring results the plans and revise strategies and methods accordingly.
• Regular reporting of all the branches’ sales performance.
• Any other tasks, administrative duties or ad-hoc projects as assigned by Operations Director.

Requirements:

• Must have at least a degree qualified.
• Work in the tuition or enrichment industry in Singapore for 3 years minimally.
• At least 2 years’ experience in a hands-on, leadership position in a tuition or enrichment company is preferably.
• Management of multiple outlets with a proven track record preferred.

https://wa.me/6596420989

WhatsApp: +65 9642 0989 (Han)

Email: [email protected]

Chaw Chiaw Han, Reg No：R22106723

The Supreme HR Advisory Pte Ltd, EA No：14c7279

Operations Representative (ISO Tank)

• Working Hours: Monday-Friday [9am - 6pm]
• Location: Harbourfront
• Salary: $4,000-$5,000 (With AWS only, no bonus)
• AWS, Minimum of 1 continuous year of service as at 31st December
• Other Benefit: AL, Medical & Dental Reimbursement; Mobile Reimbursement Cap at $100

Requirements:

• Tertiary qualification – ITE or Diploma
• 2 years experience in ISO tank
• 2 years of import export experiences

Jobs Scope:

• Handle ISO tank operation matters
• Coordinate and prepare documents for import/export, transshipment operations and orders handling for local and overseas customers
• Liaise with agents, haulers, forwarders and customers
• Arrange invoices and payment matters
• Other ad hoc duties and initiatives assigned

Karen Lee Kai En Reg No: R22108159

The Supreme Hr Advisory Pte Ltd EA No: 14C7279

US
MADLY is Singapore’s No.1 bespoke Jeweller, already with the strongest online presence of any jeweller in Singapore. We are growing FAST, both in Singapore and we are opening new stores overseas.
We are passionate about what we do and our team are the best in the business. We’re possibly the most awarded jeweller in Singapore over the last few years too. Check us out online; we set the bar HIGH!

Madly is not your average workplace.
We work with only the best gemstones and craftsmen in the world, meaning that we are very serious about what we do, but we don’t take ourselves too seriously! We know that you gotta have fun at work and we value this equally.

YOU
You like to show off your fun, vibrant and outgoing personality. Ideally you come from our target market so as to be able to relate to our customer base and understand our business even better.
As an Operations Executive at MADLY, you will work with the Operations Manager in the support of the Marketing, Sales and Design teams of Madly Singapore and be one of the keys to the success of those teams and the business.
You will get to showcase your amazing talent and will enjoy the recognition that comes from working at the very highest level! MADLY is a place for your career to grow!

Your responsibilities will include:

• Dealing with stock management, movement and control
• Organisation of international freight and shipping
• Preparation of relevent insurance
• Document management, control and filing
• Liaising with suppliers and designers in a supporting project management role
• Maintain effective working relationships between different teams, team members and management.
• More fun stuff! We like to get our team members to work to their strengths... So we try ask you to do what you are good at/enjoy!

Requirements

• Outgoing personality with EXCELLENT communication and interpersonal skills.
• Native level command of the English language (written and spoken) along with conversational Mandarin being a bonus
• Knowledge of supporting computer softwares especially Excel, CRM, MS Office
• Great time management
• Attention to detail is SUPER important.
• New graduates are encouraged to apply!

Your benefits

• The best place to work in Singapore, bar none! We even give you a day off on your birthday!
• 1 additional annual leave being awarded for each year of service (subsequent to completion of the second year), up to a maximum of 20 days annual leave.
• A fun, vibrant environment working with professionals who are among the most recognized in their respective fields.
• Competitive salary package.
• Annual bonus equivalent to 3 months salary is available, based upon a matrix calculation. Targets are set based on already achieved results, not ‘pie in the sky’ numbers.
• Excellent health insurance benefits.
• Working hours of 10am to 7pm. On 2 days of the week you get to leave at 6pm to pursue outside interests (like going to the gym!). Some weekend work is required.
• Top notch growth opportunities and career development prospects. We actively encourage you to take professional development courses and currently have staff attaining professional qualifications from organizations such as GIA and SMU.

Operations Manager (Enrichment Centre)

Working day: 5 days work week (off on Tuesday & 1 Weekend)
Working Hour: 10.30am – 7.30pm
Salary: SGD 4,500 - SGD 5,500
Location: Travel to all centres / Corporate office @ Tiong Bahru

Job Responsibilities:

• Provide support and assist the Operations Director in operation-related administrative tasks
• In charge of the Sales performances and Operation Team service standards of all centres.
• To lead and manage Centre Managers, Centre Asst Managers, and Client Service Officers (CSOs) to achieve the sales target set for their respective outlet. This includes guiding the Centre Managers and Asst Managers in running their teams at the centre to provide professional and quality service to our customers.
• To lead by example as a leader, living and spreading the Organisation Values, Ethos and Competencies championed by the company.
• Recruiting, training, and grooming of Centre Managers, Asst Managers, and CSOs.
• Managing the performance of those under your charge effectively and efficiently
• Devising strategies and tactics for Centre Managers, Asst Managers, and the CSO teams that they manage; for the explicit purpose to increase sales and positive branding of our centres.
• Ensuring that all customer complaints and feedback are handled professionally.
• Monitoring results the plans and revise strategies and methods accordingly.
• Regular reporting of all the branches’ sales performance.
• Any other tasks, administrative duties or ad-hoc projects as assigned by Operations Director.

Requirements:

• Must have at least a degree qualified.
• Work in the tuition or enrichment industry in Singapore for 3 years minimally.
• At least 2 years’ experience in a hands-on, leadership position in a tuition or enrichment company is preferably.
• Management of multiple outlets with a proven track record preferred.

✅✅ Interested applicants kindly contact via WhatsApp: +65 8656 3696 (JOHN).

No Charges will be incurred by Candidates for any service rendered.

Email：[email protected]

Lau Zhao Rui Reg.No: R22109652

14C7279 The Supreme HR Advisory Pte Ltd

*Company name and address will only be disclosed once shortlist for interview.

Administrative & Operations Assistant

• Salary: $2000 - $2600
• Working Location: Ngee Ann City Tower, Orchard
• Working Hour: Monday - Friday (8.30am - 5.30pm)

Job Description:
General administrative duties

• General upkeep of the office.
• Requisition of office equipment and supplies.Manage and order office stationaries & pantry supplies.
  Liaise with suppliers on printing of name cards and letterheads, office equipment, office broadband, etc.
  
• Data-entry, general filing, scanning & photocopying.
• Run errands - banks, etc.
• Perform ad-hoc duties as and when required.

Operations duties

• Preparations of Import and Export shipping documents
• Coordinating between suppliers, vendors and customers.

Job Requirements:

• At least 1 year of relevant experience

✅✅ Interested applicants kindly contact via WhatsApp: +65 8656 3696 (JOHN).

No Charges will be incurred by Candidates for any service rendered.

Email：[email protected]

Lau Zhao Rui Reg.No: R22109652

14C7279 The Supreme HR Advisory Pte Ltd

*Company name and address will only be disclosed once shortlist for interview.

Job Responsibilities:

• Provide day to day support, including analyzing and monitoring the performance of the investment of multi-asset portfolio.
• Daily cash and trades reconciliation.
• To assist in the due diligence of investment opportunities, including writing investment memo and decks.
• To assist in writing periodic report and update on portfolio performance.
• To assist in fund accounting and administrative matters including compliance and tax reporting requirements for the investment portfolio.
• To coordinate with external providers including funds, fund admin, private bankers, tax advisors, lawyers etc.
• To assist in the analysis of Group’s operating businesses.
• To write meeting notes after participating in high level meetings together with directors and senior management.
• Assist in ad-hoc projects/assignments as required.

Job Requirements:

• Diploma Holder and above
• 1-2 years relevant experience is preferred.
• Candidates with any middle office / trade floor support experience will be preferred.
• Responsible, meticulous, self-motivated, fast learner, positive attitude
• Good numerical competency

Job Description:

We are seeking an eager, motivated Immigration Financial Advisor to join our growing and unique organization. In this position, you will be given the unique opportunity to gain the knowledge and experience required for Immigration Financial Advisor under direction of experienced personnel. Comprehensive training will be provided upon recruitment. The ideal candidate will be open to learning new things and gaining various experiences.

Candidate should meet the minimum criteria:
● Diploma and above (Local/Private)
● Any University Degree (Local or Overseas)

Job Scope:
● Assist clients who are in the middle of relocating businesses, or renewing Re-Entry Permit with financial advice and planning.
● Speaking to expats regarding financial matters for the purpose of immigration.
● Provide a broad range of insurance to investment solutions and products to help meet client goals and offer in-depth guidance through Financial Planning
Services.
● Build deep, meaningful relationships with clients and develop a service model to provide solutions that support their financial goals.
● Meeting new people all the time and enjoying working with people from all walks of life.

What we can offer:
● Comprehensive 1-on-1 Training
● High Commissions and Bonus structure
● Yearly incentive trips (company fully sponsored)
● Unlimited earning potential
● Fast Track career progression
● Friendly Work Environment
● Not the conventional financial services company

Who are we looking for?
● Motivated individuals
● Energetic
● Self-driven
● Resilient
● Relevant experience will be advantageous

*We regret to inform that only shortlisted candidates will be notified.

Job Type: Full-time

Salary: $3,000.00 to $7,000.00 /month (depending on experience)

Benefits:
Flexible schedule
Professional development

Supplemental pay types:
Commission pay
Performance bonus
Yearly bonus

Interested applicant may Whatsapp at 88098851 with your latest resume.

*Only shortlisted candidate will be contacted. Thank you.

Company Description

We are currently seeking a dedicated and experienced Manager to join our dynamic team at Shenton Credit, a leading moneylender business. The successful candidate will play a crucial role in upholding our professional image, ensuring exemplary customer service, and contributing to the overall success of the organization.

Role Description

This is a full-time on-site role for an Operations Manager at Shenton Credit located in Singapore. The Operations Manager will be responsible for managing daily operations, developing and implementing business strategies, ensuring smooth and efficient operations, monitoring financial performance, and leading and managing a team of professionals.

1.Exemplary Customer Service:

Provide outstanding customer service to clients, maintaining the professional image of the company.

Stay engaged with customers to ensure a positive experience during scheduled appointments.

2.Product Advisory and Enquiries:

Offer product advisory to customers, addressing inquiries, and explaining procedures over the phone.

Assist clients with account management, ensuring accuracy and completeness.

3.Loan and Credit Management:

Provide a clear explanation of the various loan and credit options alongside contractual terms to clients.

Select and recommend the best loan package for the client based on their financial needs.

Compute payment details for clients, ensuring transparency and clarity.

4.Documentation and Compliance:

Review loan agreements to ensure completeness and accuracy, in accordance with company policy.

Maintain adherence to legal and regulatory requirements in all loan and credit transactions.

5.Record Keeping:

Maintain and update customer records on a timely basis, ensuring accuracy and compliance with data protection regulations.

6.Follow-up and Repayment Management:

Tactfully and professionally follow up with customers to elicit timely repayments.

Contact customers tactfully to negotiate reloan plans, ensuring adherence to company policies.

7.Ad-Hoc Duties:

Undertake any other ad-hoc duties as required to support the efficient operation of the business.

Qualifications

Minimum Diploma or equivalent qualifications.

Proven experience in a customer service role, preferably in the financial or moneylending sector.

Leadership and managerial skills

Strong communication skills with the ability to explain complex procedures in a clear and concise manner.

Proficient in speaking both English and Mandarin (for liaison with Mandarin speaking customers).

Proficiency in dialect (E.g., Cantonese or Hokkien will be an added advantage).

Claim Specialist and Assistant Operations Manager

• Working Hours: Monday-Friday [9am - 6pm]
• Location: Harbourfront
• Salary: $4,000-$5,000 (With AWS only, no bonus)
• AWS, Minimum of 1 continuous year of service as at 31st December
• Other Benefit: AL, Medical & Dental Reimbursement; Mobile Reimbursement Cap at $100

Requirements:

• Diploma or equivalent qualification
• Minimum 2 years experience in handling ISO Tanks/Flexi Tank import/ export & claim processing

Jobs Scope:

• Identify potential Claim (Customer, 3rd party service provider or internal department) and coordinate with insurance team appropriately and open claim file accordingly.
• Discuss with internal department and response to claim notification from customer and/or 3rd party service providers. (Carriers, Haulers, Rail operators, Terminals, Local Authorities)
• Lead and guide in claim incident management. (including other Business Units)
• Verify the liability based on the SOP, agreements, terms and condition whenever appliable.
• Liaise with internal departments, business units and 3rd parties to mitigate and minimize further losses, damages on running claim cases.
• Propose cost recovery whenever applicable and possible.
• Attend claim related documents (e.g. LOI, Liability or No further liabilities letters, invoices etc)
• Follow up with other offices, business units, department and 3rd parties on running/open claim cases.
• Updates insurance team, Rotterdam claim department and management on open claim cases and share the monthly/weekly overviews.
• Assist Operation manager on operational related matters as assigned. (to meet KPI targets and improve operational efficiency)
• Other ad-hoc duties and initiatives assigned

Karen Lee Kai En Reg No: R22108159

The Supreme Hr Advisory Pte Ltd EA No: 14C7279

Your Role

The Palo Alto Networks Global Customer Services (“GCS”) organization plays a pivotal role in safeguarding businesses against evolving cyber threats.  We match our best-in-class cybersecurity product portfolio with our industry-leading services portfolio including Professional Services, Customer Success and Technical Support to ensure customers have a seamless experience to drive optimal security outcomes for their business. We guide customers up the security maturity curve and continuously support them when, where, and how they need it - keeping their business safe.

As the Head of Operations - Global Customer Services, JAPAC at Palo Alto Networks, the individual will play a crucial role in enhancing the efficiency and effectiveness of the GCS organization across our JAPAC region which includes Professional Services, Customer Success and Technical Support teams. The Head of GCS Operations, JAPAC will perform data analysis and provide relevant insights to aid the Vice President of Global Customer Success (JAPAC) and their leadership team manage the day to day business to meet and exceed their business objectives.  

This leader will also be instrumental in establishing robust operating rigor and feedback mechanisms that inform product improvements and in driving initiatives to maintain high standards across GCS, aligned with the company's commitment to unparalleled service delivery. 

As the Global Customer Services Organization undergoes transformational changes to adapt to evolving market dynamics and customer expectations, the Director of Operations will play a crucial role in supporting process re-design and operationalization initiatives. This role requires a forward-thinking individual capable of driving innovation and piloting programs to enhance the efficiency and effectiveness of overall customer satisfaction and business performance.

Your Impact

Strategic Alignment and Operational Cadence: 

Align the operating cadence with the company's overall vision and strategy. Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, problem-solving and process excellence.

Performance Analysis and Reporting: 

Regularly analyze baseline data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations into both strategic initiatives and routine operations. Develop and implement robust data analysis frameworks to assess team efficiency, business performance metrics and global customer services initiatives against established KPIs. 

Regularly prepare and distribute reports and dashboards that provide senior stakeholders with a clear and data-driven perspective on key trends and indicators.

Feedback and Improvement: 

Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecks. Utilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processes.

Process re-engineering and Pilot Programs:

Drive the operationalization of redesigned processes, ensuring seamless integration into day-to-day activities. Identify opportunities for pilot programs aimed at testing and implementing innovative approaches to customer success operations. Work cross-functionally to conceptualize, launch, and evaluate pilot initiatives, leveraging data and feedback to inform broader operational strategies.

Predictive Analytics:

Explore the integration of predictive analytics to anticipate customer needs and proactively address potential challenges. Utilize data models to forecast future trends and recommend preemptive actions to enhance customer success outcomes.

Collaboration and Cross-Departmental Engagement: Foster collaboration between different departments including: Go-to-Market organization, Renewals teams and Sales Operations, ensuring representation in relevant meetings and initiatives. Foster collaboration and information-sharing across global teams to drive a cohesive and unified customer success approach.

Adaptability and Flexibility: Build flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goals.