OCS Manager

Operation and Customer Service Manager

Purpose of the function

Manage all the services associated with one or several solutions/systems delivered

Responsibilities

• As designated Point of Contact (PoC), manage customer accounts for solutions/systems delivered
• Establish and maintain operation & customer service organization to ensure contractual services are delivered within budget while meeting defined objectives within an SLA, KPIs and other contractual requirements and approved operational standards
• Following of the policies and processes according to the Integrated Management System
• Ensure customer expectations and satisfaction are met or exceeded in developing strong account management relationships including producers
• Establish and maintain a support environment to respond to customer requests and incident reports; determine underlying causes to reduce incident report levels
• Work with customers to expand and broaden business beyond existing business levels
• Establish, maintain and oversee processes to ensure order processing, billing and other commercial arrangements are executed in support of contracts
• Establish and manage external networks and arrangements to provide contract resources and services to meet contract requirements in the most cost effective manner
• Recruit, develop and agree performance standards for the local operations team
• Coordinate and lead branches’ operations
• Ensure records and archives are maintained to support business requirements
• Assist other operation & customer service teams in improving global operation & customer service standards and procedures
• Lead continuous improvement projects to improve KPI’s and productivity
• Support deployment of solution/system under supervision of Project Management and System Integration by building, training and making operation & customer service team available on a timely manner.
• Manage subcontractors in case work externalization
• Support and manage local maintenance and operational teams

Profile

• Bachelor's degree or equivalent working experience in Service Delivery, Maintenance or Chemical Engineering area, preferable in international companies with headquarters abroad
• Oil industry or similar process industry experience is essential
• Work location in Phillipines
• Experience with laboratory equipment / sampling / testing is a plus
• Conversant with the Engineering Stds such as API, NFPA, ASME, BS / EN etc. and industry standards such as SHELL, PETRON etc.
• Experience in Health & Safety within Oil & Gas environment is a plus
• 10 years in a comparable position
• Excellent customer relationship capabilities
• Strong analytical and problem solving skills with acumen towards escalation management
• Demonstrated leadership in service and customer orientation with excellent customer relationship skills
• Results oriented and goal driven achievement with strong quality focus
• Experience in asset management, including asset planning, inventory, tracking and auditing
• Experience in production and manufacturing environment is a plus
• Fluent in English

Personal qualities and abilities

• Excellent people leadership and interpersonal skills
• Effective communicator, innovative and good influencing skills
• Proven ability to lead and manage a specialist, high performing and multi-cultural team. Setting and clearly communicating direction and performance standards to ensure all staff are motivated to achieve business goals
• Ability to engender positive and reliable work attitude when confronting with high pressure business situations