The Global Technical Coordination Centre Manager will be responsible for :
- Lead the Global Technical Coordination Centre (as the strategic backbone for global inspection & expediting contracts—owning end‑to‑end coordination from order receipt through invoicing, harmonising processes across affiliates, and delivering centralised KPI management, uniform execution, and client experience at scale.
- Serves as the primary customer interface and escalation authority for contracts managed through the Global Coordination Centre.
- At all times, comply with SGS Code of Integrity and Professional Conduct
- Global Contract Governance & Delivery
- Lead global coordination for selected Key Accounts and inter‑affiliate work, ensuring centralised client interface and seamless regional handover
- Define and enforce standardised workflows, service levels, and reporting across affiliates to solve inconsistency and speed‑of‑response issues.
- Oversee vertical management of supply chain services via the Global Technical Coordination Centre (agency model where applicable), including sourcing and booking inspectors, report review, and accurate invoicing
- Team Leadership & Shift Operations
- Build and lead a multi‑region Global Coordinator team; design shift schedules, handover standards, and escalation paths to sustain 24×5/24×7 responsiveness.
- Coach coordinators on fast acknowledgement (≤2 working hours), scope validation, inspector selection, booking discipline, report expedition, and template‑compliant invoicing.
- Performance Management
- In line with customer and business requirements, implement central KPI tracking, analytics, flash/NCR reporting, lessons learned, and periodic reviews to drive continuous improvement and transparency.
- Address affiliate alignment barriers (revenue, motivation) via MD‑level escalations; reinforce the value of global contracts to local teams
- Technology Ownership & Transition
- Operate Execution System as the planning/execution backbone, ensure data integrity, and lead migration to new generation Execution System in 2026, including role‑based access, digital field inspections, and validation prompts
- Partner with IT to configure structured access for Coordinators/Managers, Inspectors, Customers/Vendors and integrate with Invoicing System for charging flows.
- Risk, Compliance & Client Experience
- Ensure all global contracts and communications are in English; maintain culturally sensitive customer interfaces
- Own incident management, claims escalation,and flash reporting for urgent NCRs
- Ensures work area in RBS is always kept clean and presentable.
- Remains familiar with SGS quality assurance procedures.
- Complies to all SGS health and safety and HR policies and procedures.