• Head of Operations DACH (m/f/d)

    Assessment Delivery
    Contract Type
    Fixed Term Full-Time
  • The Opportunity




    We have currently the exciting opportunity in our Service Delivery team, working as a Head of Operations DACH (m/f/d) in a 6 to 12 months assignment.




    Purpose of the position

    • This assignment is for 6 to 12 months to support DACH region to ensure service delivery operations during transition period to One BSI Operations structure across the region
    • To ensure the efficient and effective delivery of assessment and certification services for BSI in the DACH region, subject to appropriate scheme requirements and any external, audit and accreditation regime.
    • To ensure the provision of service to clients maintains an appropriate level of client satisfaction, such that their loyalty to BSI is reasonably maintained.
    • Alignment of delivery processes within the region based on the common operating model requirements given by BSI and their interested parties.




    • The geographic scope of the role covers DACH Region.
    • The role has direct management responsibility for delivery of the Services.
    • Activity may require occasional international travels.
    • The functional scope for the role includes all aspects of Service Delivery within the business:
    • Support development for Service Delivery Strategy within the region and create the SWP
    • Skills development, maintenance and assessor/technical specialist training/accreditation
    • Orderbook scheduling & utilisation  and assessment capability across the field Reviewing teams as appropriate
    • Customer service management (for delivery of Services IR/ER)
    • Identification and deployment of best practice, consolidated reporting and delivery of centralised services to support teams across the business


    Key Duties/Responsibilities

    • Support and agree baseline performance targets (Budget, F1, F2 and F3, supported by monthly pre governance calls) together with RD, CM and FD, in line with agreed business strategy and wider BSI performance expectations
    • Manage the day-to-day operations, ensuring appropriate transparency, consistency, timeliness and compliance to procedures, covering the scope of functions. In particular:
    • Optimise use of External Resource vs Internal Resource, giving BSI the best overall performance for delivery of the Services on time, within cost, to the defined quality of business outcome
    • Manage client relationships for the delivery of the Services using customer services ethos such that they receive (1) a high quality service, (2) a valuable service, and (3) an appropriate experience in engaging with BSI
    • Calibration and alignment of IR/ER field forces and the delivery processes
    • Manage the accurate creation and timely reporting of Service Delivery performance to the RD, MD and wider parts of BSI, as part of the defined governance process
    • Leading and optimizing the Service Delivery department in Germany in terms of structure, targets, capability and motivation to meet the ongoing needs of the business. In particular:
    • Working collaboratively with the BSI Training team, identify and implement appropriate levels of training to maintain sufficient competency for  assessor accreditation while also seeking to optimise productivity/utilization/service
    • Manage the external resource (ER) utilised in client-facing roles such that BSI’s brand and customer satisfaction levels are maintained
    • Establish and maintain appropriate relationships with the Service Delivery across the business, identifying and deploying best practice collaboratively within that community, while evaluating performance against KPIs and producing consolidated reporting. Identify, implement and deliver centralised services for the country cluster teams across the business, where agreed with the local MDs and RD.
    • Establish and maintain appropriate links with people in similar roles across Group, including aspects specifically coordinated through the Global Customer & Product Strategy team, to facilitate exchange of data, information, knowledge and best practice
    • Contribute to the development and implementation of the business strategy and Cluster Strategy plan, providing commercial thought leadership while ensuring the creation of business justifications and appropriate performance metrics.
    • Continuous improvement of processes in terms of efficiency and smart set ups including interfaces with the focus to reduce waste.


    Key Performance Indicators and Associated Targets

    • Defined and maintained through the Business Management system and Performance Management regime of BSI.

    About BSI

    Do you believe the world deserves excellence?

    BSI (British Standards Institution) is the business standards company that equips businesses with the necessary solutions to turn standards of best practice into habits of excellence. Renowned for its marks of excellence including the consumer recognized BSI Kitemark™, BSI’s influence spans multiple sectors including Aerospace, Automotive, Built Environment, Food, Healthcare and ICT. With over 80,000 clients in 172 countries, BSI is an organization whose standards inspire excellence across the globe.


    About You

    Person Specification - Experience


    • Demonstrable leadership experience
    • Strong operational background
    • Sound knowledge of budgetary and forecasting process
    • Proactive, self-motivated and results orientated
    • Commercial acumen with the ability to focus on both current and strategic priorities in line with business goals
    • Proactive communication skills with proven ability to effectively communicate both directly and indirectly with a field-based team.
    • Planning and organisational skills in an operational environment
    • Ability to coach and effectively develop talented individuals and to address poor performance
    • Displaying a real understanding of our customers and the need to add value
    • Strong team player with the ability to work across functional areas to achieve results
    • Willingness to challenge existing ways of doing things combined with an ability to understand the constraints
    • Operating with decisiveness; showing courage and ‘contagious energy’
    • Demonstrating passion for the business, communicating; sharing and acting upon a meaningful vision for the future,
    • IT and technically competent


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