Head of Workplace Service Job at Crédit Agricole (Singapour)

Job Description

This role is strategic in nature and plays a key part in shaping the end-user experience across regions. The Head of Workplace Services is expected to define and drive the workplace services strategy in alignment with business priorities, technological evolution, and user expectations. Beyond operational excellence, the role contributes to long-term roadmap definition, service transformation, resilience, and continuous improvement of end-user services at global scale. The Head of Workplace service will be responsible for managing two team in Singapore and India · Unified Communication Services: Exchange platforms, corporate Mobile, Real Time Communication and its ecosystem · Unified Desktops Services: End User Computing, VDI platforms, Citrix, Packaging, Workstations, Visioconférence …. She/he will · provide oversight to all workplace activities to ensure maximum performance, efficiency, and availability. Serve as point of escalation on major incidents Effective engagement with Service managers, Architect and project teams on technology roadmap and projects. ensure his teams provide a good level of service to EMEA and ASIA and occasionally to AMERICA She/He will report hierarchically to the Head of department of End Users and Transversal Service.

Job Responsibility

Ensuring that the IT Production activities regarding his perimeter are rightly performed by the team, complying with defined norms, standards, processes and procedures
On a day-to-day basis, ensuring that the planned KPI are met (incident management, request management, etc.)
Managing his yearly budget and forecasts (monthly)
Monitoring and pushing for improvement of the team productivity
Collaborate with global Workplace team in CA-GIP to align with Enterprise standards, strategies
Set up standards for Workplace service in ISAP and ensure the implementation across ASIA
Conduct regular feedback sessions to assess users’ satisfactions and identify Areas of improvement
Ensure compliance with security policies and disaster recovery procedures
Ensuring continuous improvement activities through implementation of change management processes
Maintaining good relation amongst peers and ensuring best practice are shared transversally across technologies
Must be able to drive/manage any complex or high severity incidents that occur within the scope of his role
Engagement in Projects and project deliveries
Drive and Deliver Root cause for any high severity issues
Focus on automation and optimum use of the team to improve efficiency
Manage relationships with external vendors and service providers
Oversee contract negotiations and ensure service performance meets expectations

Requirements

Minimum 10~12 years of experience in managing End Users 's service in financial institution environment
Must be a degree/master’s degree/Engineering/ graduate
Must be able to work in Singapore and Paris business hours and to attend calls post working hours whenever required
Customer service oriented, able to work in a dynamic and fast paced environment
Knowledge and/or hands on working experience with emerging technologies Copilot, Claude
Excellent communication, interpersonal and logical skills
Must be self-motivated and should demonstrate keen attention to detail and possess the ability to work autonomously
Ability to work under pressure and a commitment to solving issues
Customer service oriented and a strong team player

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Head of Workplace Service

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