HEAD OF CUSTOMER OPERATIONS SHARED SERVICE
Chandra Asri Group, through its subsidiary PT Chandra Asri Sentral Solusi (CASS), has established a Shared Service Center (SSC) to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly. One of our key areas of support is for Aster Chemicals & Energy (ACE), a leading chemical and energy solutions provider in Singapore and the Asia Pacific. ACE combines the legacy of Singapore’s first oil refinery with cutting-edge petrochemical operations, jointly owned by Chandra Asri Group and Glencore, one of the world’s largest natural resource companies.
Job Description:The Head of Customer Operations – Shared Service is responsible for establishing, leading, and optimizing the customer operations function across the organization. This role oversees all customer-facing operational processes—order management, customer success, invoicing, documentation, service performance, and issue resolution—within a shared service environment.The role ensures a high-quality, consistent, and efficient service delivery model that supports business growth and customer satisfaction.
The Head of Customer Operations acts as a strategic partner to Sales, Finance, Supply Chain, and other business units, driving process standardization, performance excellence, and customer-centricity. This position also supports sales opportunities related to Customer Operations, engages in solution delivery, and manages teams handling different client portfolios.
Key Responsibilities1. Leadership & StrategyEstablish and lead the Customer Operations Shared Service team, including Team Leads and Officers.Define the operational strategy, service delivery model, and performance standards for customer operations across multiple business units.Lead the service delivery strategy across one or more client portfolios to ensure consistent, predictable performance and customer outcomes.Develop a scalable shared service framework to meet future business demands and expansion.Build client relationships in collaboration with Sales and Commercial teams, ensuring alignment with service expectations and business objectives.2. Sales Support & Solution DeliverySupport sales opportunities by providing customer operations expertise during solutioning, scoping, and proposal development stages.Ensure the customer operations function contributes effectively to the delivery of proposed solutions for new and existing clients.Partner with the Sales and Commercial teams to design service delivery models that meet customer requirements and drive customer success.3. Operational ManagementOversee end-to-end order-to-cash (O2C) processes, ensuring accuracy, compliance, and timely delivery across order processing, fulfilment coordination, billing, and invoicing.Act as an escalation point for complex or high-impact customer issues, ensuring effective resolution and customer satisfaction.Facilitate monthly performance reviews and monitoring operational KPIs such as order accuracy, dispute resolution times, and SLA achievements.Address performance issues proactively and implement continuous improvement plans to achieve project targets and committed SLAs.Ensure operational documentation, standard operating procedures (SOPs), and process workflows are up to date and consistently applied.4. Team Development, Staffing & EngagementLead, coach, and develop Customer Success Team Leads and Officers to build strong functional and leadership capabilities.Oversee people engagement initiatives to maintain a high-performing, motivated, and customer-focused team.Manage recruiting, staffing, and workforce portfolio rebalancing to optimize service delivery capacity and meet business volume requirements.Promote a culture of accountability, collaboration, and continuous improvement within the team.5. Customer Success & Relationship ManagementEnsure outstanding customer experience across all touchpoints by embedding customer-centric practices within the shared service function.Engage with key customers and internal stakeholders to resolve escalated issues, participate in business reviews, and align on operational improvements.Collaborate closely with Sales and Commercial, Credit, Supply Chain, Finance, and Legal to ensure seamless customer interactions and cross-functional alignment.Implement customer feedback mechanisms and drive improvements based on insights gathered.6. Process Excellence & Continuous ImprovementLead process automation, digitalization, and optimization initiatives to enhance service speed, reduce manual work, and eliminate process gaps.Conduct root cause analysis for recurring issues and drive corrective and preventive action plans.Ensure strong governance and compliance with company policies, audit requirements, and regulatory standards.Drive continuous improvement culture to achieve operational excellence and higher customer satisfaction.7. Reporting & Performance InsightsOversee accurate and timely reporting of customer operations performance, client portfolio metrics, and service health indicators.Provide insights to senior management on trends, risks, improvement opportunities, and customer intelligence.Support financial closing activities, reconciliations, and customer-related financial processes as part of month-end.
Job RequirementsEducation & ExperienceBachelor’s degree in Business, Supply Chain, Operations, Management, or a related field.Minimum 10 years of experience in Customer Operations, Customer Success, or Order Management, with 5 years in a managerial or shared service leadership role.Demonstrated experience leading service delivery for client portfolios or in a customer-facing shared service environment.Strong experience supporting commercial teams in pre-sales, solutioning, or customer proposal development.Solid understanding of order-to-cash processes; SAP, CRM, and workflow platform experience strongly preferred.Skills & CompetenciesStrong leadership capability with a balance of strategic vision and hands-on operational management.Excellent communication, negotiation, and relationship-building skills across internal teams and external clients.Analytical problem-solver with the ability to translate data into actionable insights.Proven ability to drive improvements, manage SLAs, and deliver consistent operational outcomes.Highly organized, detail-oriented, and adaptable to dynamic, fast-paced environments.Strong stakeholder management, conflict resolution, and decision-making skills.Proficiency in English; fluency in Mandarin is a strong advantage.
If you’re ready to bring your skills to a dynamic environment where your work makes an impact across industries and borders, we’d love to hear from you. Join us at Chandra Asri Group and be part of shaping a smarter, more connected future. Apply today!
Important Notes
Chandra Asri is only releasing official job posting at Chandra Asri Career Site (careers.capcx.com), Linkedin & Jobstreet. The Company will contact shortlisted candidate via official corporate email & phone, and will not send any hardcopy invitation for interview. Please note that the Company doesn’t ask candidates to transfer some amount of money nor cooperate with any travel agent.
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