|
Job Overview
The role of Director, Projects and Service ANZ is to lead the Service and Projects organization for ANZ and grow the Service business to support the delivery of the ANZ Strategy across our people, customer satisfaction and sustainable business pillars.
Job Responsibilities and Essential Duties
A list of the main responsibilities and percentage of time spent in each responsibility or group of responsibilities:
- A (25%) ANZ Business Strategy and Execution
- B (25%) AU Service Strategy and Service Operations
- C (25%) Financial - performance
- D (25%) People Leadership
ANZ Business Strategy & Execution
- Actively contribute to LT / ANZ business discussions/team meetings (including running some meetings, as required by the MD)
- Complete MBR/MFR tasks prior to relevant meetings (including quarterly OKRs / team activities before start of the quarter) and assigned LT actions on time / updating progress at least fortnightly
- Act as sponsor for ANZ-wide business initiatives (e.g. growth initiatives)
- Actively participate in key ANZ-wide business decisions - voice opinions, debate and then commit.
- Discuss key functional / people issues with peers and only escalate to MD as appropriate.
- Identify and define ways in which we can profitably grow our business and meet or exceed our financial targets.
ANZ Service Strategy and Service Operations
- Develop ANZ Service strategy including revenue growth (by type – contracts, validation etc.), cost/efficiency optimisation, market competitiveness, pricing, compensation and back office operations (in conjunction with the Head of Customer Experience and Process Improvement).
- Examine new go-to-market models (e.g. 3rd parties) to improve coverage and profitability
- Develop new revenue streams (e.g. Academy training) to maintain strong long-term sustainable service growth
- Communicate a clear and compelling ANZ Service Strategy and ensure understanding down and across the Service & Projects organization through frequent communication and reinforcement.
- Identify process gaps and plug these/ introduce new processes to ensure standardization across the Service team – checklists, PM kits etc. to improve efficiency
- Measure, monitor and put in place measures to improve key operational inputs, especially pertaining to productivity (e.g. mean time to fix, mean time to maintain etc.)
- Work with Sales and Head of Operations and Process Improvement to improve customer satisfaction (e.g. NPS, machine downtime etc.) – understand customer feedback and devise action plans to improve.
- Work with Logistics team to ensure that the level of van and spare parts stock is at optimal levels
- Set OKRs /quarterly activities in advance; track progress monthly and adjust where required (and then update MBR deck accordingly, as per above)
- Work with Head of Customer Experience and Process Improvement ANZ to ensure back office operations are functionally well - invoicing on time, DMRs under control etc.
Consultation and Relationships
- Work collaboratively with NZ GM/Service Manager and provide technical / sales support to NZ Service business, as required
- Identify, establish and maintain strong relationships with Getinge internal stakeholders – e.g. ANZ LT, CommOps, the BA, Other SSU sales leaders
- Identify, establish and maintain high level relationships with public health, key customers and stakeholder group representatives, members of the healthcare business community.
Financial management
- Create and monitor performance against agreed service revenue targets (e.g. contract sales, reactive, spare parts, PMs and validation) and take corrective actions to ensure success.
- Monitor performance against agreed service opex and margin targets, especially IC service margins and take corrective actions to ensure success, especially with regard to increasing productivity
- Identify issues that impact financial performance and proactively implement specific strategies to minimise risk and maximise performance.
People Leadership
- Ensure right people in right roles and optimal Service & Projects structure for growth, taking into account internal and external factors
- Communicate regularly and positively with the Service organisation around service performance, key wins, opportunities and celebrates/ recognises success. Use skip-level feedback as coaching opportunity for people leaders.
- Actively partner with Talent Acquisition Lead to recruit quality talent in a timely manner.
- Design and deliver a well-planned onboarding process to set up new employees for success.
- Manage employee performance issues in a timely manner to enable success.
- Partner with direct reports to set clear performance objectives and development plans using the Success factors PDP tool; ensure regular two-way feedback with direct reports
- Conduct regular 1.1. meetings to check progress against tasks and objectives, understand overall engagement and wellbeing levels and seek to understand/remove any barriers or obstacles to success. Ensure people leaders are doing the same.
- Utilise the Glint survey tool (and other feedback channels) to track and manage engagement survey actions.
Governance, compliance and QRC
- Drive, monitor and ensure service governance compliance - e.g. pricing approvals, hours recon, installation margins, service goodwill, on time expense submissions, etc.
- Drive, monitor and ensure completion of required QRC and service/technical training and certification including the completion of FSCAs on time and zero expired technical certifications.
- Ensure team members are aware of the key QRC frameworks and processes that are relevant to their specific role.
- Follow relevant reporting/escalation process for any governance / compliance issues.
Quality System Duties, Compliance, Workplace Health Safety & Environmental
- Ensure that all aspects of the role are in compliance with company policy and procedures and the requirements of ISO9001.
- Ensure that all work is conducted in a manner compliant with the WHSE Management Plan, company environment, Health and Safety Policies and Procedures and all relevant state legislation.
- Follow all QA and WHSE management system policies, procedures, and work instructions.
- Ensure correct manual handling techniques are used at all times.
- Transportation of products in accordance with Company policy.
- Use all tools, PPE, and safety equipment in accordance with relevant WHSE policy and guidelines.
- Act responsibly for the safety of self and others by working in a safe manner without risk to themselves, others, property, or the environment.
- Build Quality into all aspects of work by maintaining compliance to all quality requirements.
- Report personal injuries and accidents promptly.
- Correct WHSE hazards and report those which cannot be immediately corrected.
- Co-operate with management on matters of QA and WHSE.
- Be actively involved in all QA and WHSE programs and activities.
- Report actual or potential QA or WHSE incidents/issues/near misses.
- Identify and have input into the elimination of QA and WHSE detrimental work practices.
- Seek assistance if unsure of any QA or WHSE requirements.
|
Start applying with LinkedIn
