Country Lead - Delivery Operations

Date Posted:

2025-12-07

Country:

Indonesia

Location:

PT Citas Otis Elevator, Cibis 9 Business Park, Jalan TB Simatupang no 2 Cilandak Timur Jakarta Selatan, Indonesia

Role Purpose

The Country Lead – Delivery Operations is responsible for leading and transforming the country’s Delivery Operations (DO) function at the country level. As a newly setup function, DO is strategically designed to streamline business support activities and optimize operational efficiency.

This role drives process standardisation, automation, and continuous improvement, while developing and managing a high-performing team that supports that partners closely with Sales and Field Operations to enable success.

Key Responsibilities

1. Leadership & People Management

• Lead, coach, and develop the country Delivery Operations team, ensuring clear roles, accountability, and balanced workloads.

• Build a culture of continuous improvement, service mindset, and collaboration with Sales, Field Operations, Finance, HR, and other stakeholders.

• Set team objectives, conduct performance reviews, and identify capability gaps and training needs.

2. Process Transformation & Governance

• Listening to Business pain points and prioritizing areas of opportunity to redirect time for the front line to focus on customers

• Review, redesign, and standardise end-to-end processes to support the Sales and Field operation across the country (e.g. order processing, billing support, documentation control, reporting).

• Eliminate fragmented and duplicated work by centralising and clarifying Delivery Operations ownership.

• Establish and enforce governance, SOPs, RACI, and internal controls to ensure compliance and audit readiness.

• Act as the single point of accountability for country-level Delivery Operations excellence.

3. Automation & Digital Enablement

• Identify opportunities for automation, system enhancements, and digital tools to reduce manual work and improve accuracy and turnaround time.

• Partner with DT, Sales and Field Operations to implement workflow automation, dashboards, and href="https://www.otis.com/en/us/our-company/esg">here.

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