Head of Services

Verifone

  • Bangkok
  • Permanent
  • Full-time
  • 2 months ago
Why VerifoneFor more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it's developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.Position Summary:This role is the head position for Verifone Services Management across Thailand. The leader must be a change agent willing to provide exceptional operations management through 3rd party vendors.
As a senior member of the Thailand Business Unit, the Head of services is responsible for execution of revenue attainment through product fulfilment, service operations, cost management, and operational
execution. This will be achieved through ensuring all related processes and work practices in the business deliver the most effective outcomes in terms of quality, efficiency, cost, compliance and
customer satisfaction.This role is the provision of exceptional customer operations management, to provide technical field support for company Products & Solutions by servicing customer sites for installation, resolving
maintenance issues and repairs management.We are looking for a leader willing to embrace change. The Head of Services will lead an internal operations team and 3rd party suppliers to SLA, supporting new Product introductions and deliver best
in class working practices.Duties and Responsibilities:
  • Daily operational performance management, capacity & resource management.
  • Close liaison, and alignment with Thailand and APAC commercial teams.
  • Management responsibilities - Mentor, develop, provide guidance to local Operations team and manage performance through setting objectives, providing feedback/coaching.
  • Communicate and ensure Service direction is set in conjunction with Corporate / 'Regional / Country / Site overall goals and objectives. Ensures direction consistent with that of other Corporate
functional groups (e.g. Engineering, SC Operations, Facilities, etc.). * Support and assist to drive business and revenue growth in Service Delivery.
  • Be the point of contact between customer and VFI on operational matters. Manage customer queries and attend meetings with customers to address product or customer related issues.
  • Drive & Manage the Repair Centre, Warehouse & Deployment Centre, Field Service Partner and ensure all service targets are met, and operations perform efficiently.
  • Carry out needs assessments and performance reviews, P&L modelling and costs/benefit analysis.
Planning, Design & Services Growth:
  • Grow and scale portfolio of Service offerings across Thailand, look for opportunities to develop and increase recurring revenue streams through Services.
Identify and develop 3rd party outsourced partners and ensure adoption of set strategy and customer. * SLA to meet commercial and operational objectives.
  • Responsible for the design, development, implementation, support and continuous improvement of processes and controls for managing Field Services, custom configuration, Deployment & Service
Repair teams and all associated functions. * Plan mid-range labor, capacity, space and equipment requirements based on Sales forecasts, new business programs and general business objectives.Service & Operations Management:
  • Manage through third party supplier partnership(s). Supports & collaborate with other functional group in delivery our services and supply chain objectives.
  • Responsible for negotiating contractual agreements with 3rd party vendors and suppliers. Ensures contract terms and conditions are favorable to VeriFone.
  • Prioritize schedules based on turn-around-time (TAT) and service projects, equipment efficiency, and materials supply. Plans and administer procedures and budget, make budgetary
recommendations and control capital expenditure. * On-time new product / customer deployment for new products Accuracy in Verifone & customer owned inventory and stock management in the Agent network.
  • Drive KPI performance for Deployment Order Fulfilment, Warehousing, Field Services & Repair.
Continuous Improvement & Program Management:
  • Measures and drives for continuous improvement of internal and cross-functional processes. Driving change to be the best in class in the industry.
  • Develops and directs programs to ensure efficient and cost-effective delivery of goods and services.
  • Make recommendations on programs to improve operations and reduce cost.
Essential Knowledge & Experience:
  • Minimum 5 years' experience growing and managing Services BU (Field Services, Delivery Operations or Technical Services within a complex, fast paced Tech environment.
  • Minimum 5-10 years' experience within Field Services, Delivery Operations or Technical Services within a highly complex, fast paced Tech environment.
  • Experience servicing the Tech and / or Banking & Financial Services industry, partner network and / or familiarity with the Payments ecosystem will be highly regarded.
  • Proven ability to design, develop and implement effective Service Operations processes in line with Commercial objectives and strategies across multiple teams and geographies.
  • Previous experience developing outsourced strategies and managing 3rd party vendor relationships to SLA. Experience in managing 3rd party suppliers.
  • Capable of creating and implementing process and governance leading to a strong and sustainable operations model for the business.
  • Understanding of Service Centre & Distribution Centre facilities, maintenance, planning and testing.
Competencies & Behaviors:
  • Customer Focus - Thrives in a dynamic, customer centric environment.
  • Teamwork & Collaboration - Engages and builds relationships with stakeholders across teams.
  • Problem Solving & Solution Oriented - Effectively identifies relevant challenges/opportunities.
  • Learning Agility & Change Able - High tolerance for and able to navigate ambiguity and complexity.
  • Discipline - Energy, drive, self-motivation, resilient and highly accountable.
  • Action Oriented & Drive for Results - Motivated by success and enthusiastic.
  • Planning - Able to put ideas into actionable steps. Set objectives & achieve them through others.
Our Values:
  • Partnership - Experienced partnering and communicating within a matrixed organization with local, regional and global stakeholders, both internal and external.
  • Trust - Creates an environment and culture of trust in VF leadership.
  • Integrity - Visible example of integrity, encourages moral and ethical behavior.
  • Excellence - Willing to proactively tackle necessary problems to “get things done right”, sees opportunities to improve and continually pushes self and team to achieve.
  • Ingenuity - brings thought leadership to the organization and role. Puts forward ideas, pushes boundaries and creates opportunities.
  • One Verifone - passionate representative and leader of the organization, thinks “we” versus “me”
Our commitmentVerifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Verifone