JOB TITLE: Centre of Excellence Director MEA
DEPARTMENT: Centre of Excellence
REPORTING TO: President MEA & APAC
REGION: MEA
ADDITIONAL INFO: Travel within the MEA region will be required.
PURPOSE OF POSITION
To drive the delivery of GVR MEA’s Centre of Excellence strategic objectives by leading execution on project management, supply chain, service delivery, customer service, technical support and technical training functions across to improve customer experience. The incumbent will be accountable for the performance, leadership, management and development of GVR MEA's Centre of Excellence through fostering a culture of continuous improvement. A member of the MEA Leadership (EXCO) team and responsible for facilitating the achievement of the Company’s strategic goals and objectives.
KEY RESPONSIBILITIES
Overall success in this role will be achieved through leadership in ensuring execution in the following functions:
Supply Chain
- Leading and directing all facets of supply chain management including, but not limited to:
- purchasing, logistics, warehousing, billing and stock management, forecasting, procurement, inventory control and financial costing.
- Developing strategies, policies, procedures, and overall team structure to optimize value of the entire function
- Ensuring implementation of Standard Work
- Driving sustainable cost reduction and ensuring prevention of margin erosion
- Maintaining compliance with all regulatory requirements within the MEA region and ethical standards related to procurement.
Project Management
- Building an effective PMO structure
- Strategic management of projects across GVR’s MEA region.
- Identify and drive process improvement opportunities within the projects team.
- Build and maintain key stakeholder (internal & external) relationships and trust, in order to shape and inspire stakeholder capability and business function optimisation.
- Collaborate with Commercial Leaders to meet Revenue Recognition targets.
- Sign off on contractor onboarding.
- Monitor market and competitor activity and provide recommendations on pricing policies and strategies.
Customer Service
- Overseeing all aspects of customer service policies, objectives and initiatives within the business unit.
- Ensuring effective frontline customer support, including scheduling processes.
- Developing and implementing SLAs focused on response times and query resolution.
- Ensuring systems are in place and utilised by team to capture and report service metrics including VOC and trends.
- Aligning customer service activities and initiatives to support and enhance the business objectives.
- Developing and maintaining customer relationships with key customers.
Service Delivery & Technical Support
- Establishing an effective L1 technical support structure
- Leading GVR MEA’s central point of customer contact for remote diagnostics and technical support
- Ensuring Standard Work is in place for timely resolution and feedback to customers.
Technical Training
- Manages the technical training function within the business across the region.
- Develops and implements technical training strategies to ensure the business has the right skillset to provide quality service to our customers.
Active Leadership:
- As a MEA EXCO member, demonstrates a clear and consistent commitment to the company's vision, purpose and values.
- Builds extraordinary teams by identifying, attracting and retaining talent.
- Drives the Talent Review process and filters it down to all levels of the organisation.
- Develops and maintains effective linkages across the business.
- Provides VBS coaching to team.
- Effective leadership of any other projects/tasks/processes as agreed with the President.
Education/achievements
- University degree or equivalent
- Post graduate diploma, e.g., MBA or equivalent Masters in a related discipline preferred.
- Experience in Lean / Six Sigma / Kaizen environment preferred
Experience/ Knowledge
- Minimum 10 years’ experience in a Senior Operations/Customer Experience Leadership role
- A level of technical acumen
- Understanding of and commitment to working in a lean organisation.
- Thorough understanding of margin improvement process.
- Customer focused individual, with experience of managing and working with demanding customers in a customer-led organisation.
- Background in working in complex operations.
- Practical experience managing diverse teams operating in multiple geographies.
- Experience working within the petroleum or related industry preferred.
Specific Skills
- Stakeholder management
- Advanced Computer skills in Office suites
- Ability to drive change.
- Training & coaching experience
- Understanding and interpretation of data
- Financial acumen
- Business acumen
- Analytical aptitude
Potential Skills
- Commercial Business Acumen
- Management of P&L
Gilbarco Veeder-Root represents the leading brands of solutions and technologies that provide convenience, control, and environmental integrity for retail fueling and adjacent markets. In 2002, the Gilbarco and Veeder-Root companies combined into one marketing brand, with distinctive and complementary business lines, services, and sales capabilities. Veeder-Root is the world's leading supplier of automatic tank gauging and fuel management systems and one of the few companies in the industry to design, manufacture and service its own products; supplying and integrating the broadest range of new and proven technologies to reduce cost of ownership, enhance environmental integrity, and improve performance and profitability for petroleum marketers and commercial fueling enterprises worldwide.
Gilbarco Veeder-Root is an Operating Company in Vontier Corporation.
Vontier is a global industrial technology company focused on smarter transportation and mobility. Our portfolio of five operating companies is united by a powerful purpose: mobilizing the future to create a better world. Our pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.
Vontier’s proven business system, experienced leadership team, and vibrant, inclusive culture driven by continuous improvement and innovation are built on the powerful legacy of Fortive and Danaher, with a focus on the future. The Vontier name and logo capture our belief that the horizons are endless as we look to the next frontier of global mobility. For more information, please visit: www.vontier.com
