Service Delivery Leader

Position Title: Head of Operations, IndiaDepartment: OperationsLocation: IndiaReports To: Head of Managed Services and Operations APACRole Type: OnsiteCompany InformationIngenico is the global leader in payment acceptance and services. We support our customers, and their customers to do more with payments. Visit us at Ingenico | HomeFrom the bustling streets of Tokyo to the quaint local shops in London, we make your everyday purchases simple and seamless. Ingenico is not just a company, we’re the invisible link that connects you with the things you love. We're not just for the big players - we aim to cater to everyone, including retail, banks, payment companies, and more.With more than 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring its large and diverse community of experts who anticipate and help share the evolution of commerce worldwide.Mission StatementWe exist to transform the commerce ecosystem through purpose-led innovation that enables our customers and their customers to do more with payments.Position PurposeOperational Leadership: Daily hands-on management of the team. This role will also drive efficiency and ensure high-quality service delivery across all departments.Financial Management: Manage budgets to balance cost controls and service standards. Offer financial forecasts for strategic and long-term decision making.Customer Centric: Ensure operational processes exceed customer needs and cross collaborate with other departments to enhance satisfaction.Risk Management & Compliance: Conduct risk assessments, ensure compliance with industry regulations, and prepare for audits.Team Development: Professionally and empathetically lead and mentor Department Supervisors, ensuring alignment with goals and fostering growth within the team.Key Responsibilities & DutiesDetermine work requirements and allocate duties to Team Leaders and employees.Implement and monitor improvements to Repair Centre processes and facilities.Minimise the cost of operations by analysing and implementing procedures that result in overall way of working efficiencies.Source and lead digital solutions to support with continuous improvements.Ensure a safe work environment and lead WHS initiatives.Monitor and manage service levels for ongoing improvement.Manage efficient and productive process flows in Service Repair.Manage performance matters in Service Repairs.Work closely with other departments and project teams to implement new initiatives.Support and educate employees about new processes and systems.Support efforts to drive new innovations and efficiencies.Ensure daily objectives and productivity targets are met with team members and provide regular feedback where required.Drive high performance culture and engagement within the Repair Services team to continuously improve warehouse operations.Ensure that employees accept responsibility to follow all procedures and policies of the Quality Management System.Essential Knowledge, Skills & ExperienceExcellent communication skills.Strong leadership and interpersonal skills.Ability to prioritize and multi-task.Ability to make decisions and follow through.Skills:Proficiency in warehouse management systems and ERP principles.Excellent reporting skills.Strong analytical and process management skills.Technical knowledge of all Ingenico products.Competent in repairs process and terminology.Effective communication and people management skills.Understanding of Occupational Health & Safety principles and legislation.Process of BIS, new applications, renewal etc.Process of EPR, annual filing and compliances.Experience:At least 10 years in a repair/warehousing/distribution/logistics environment.Warehouse and/or Technical Service Centre management qualifications or tertiary business studies highly regarded.Direct ReportsTeam LeadersRepair Centre AdminComplianceContribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents.Comply with all applicable company policies.A favourable Police Check and other background checks are required.Information SecurityComply with company policies and procedures in relation to information security and confidentiality.Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the Information Security Policy.Report any breach of privacy, security or confidentiality in a timely manner to protect the interests of the company.Our ValuesOur values embody our commitment to move commerce forward and serve as the compass that directs our actions, decisions and interactions.