Service Operations Excellence
Shape the future of customer service operations by driving transformation through AI, data, and innovation.
The ideal candidate will have experience leading large-scale customer service operations, with a proven track record of driving strategic transformation and digital evolution. They will be responsible for implementing a forward-looking, data-driven service model to enhance customer satisfaction and business performance.
Key Responsibilities:
* Lead global contact centre operations while driving strategic transformation and digital evolution.
* Implement a forward-looking, data-driven service model to improve customer satisfaction and business performance.
* Collaborate with cross-functional teams to deliver impactful solutions.
* Empower and develop high-performing teams fostering a culture of innovation, inclusion, and continuous improvement.
Requirements:
* Experience leading large-scale customer service operations, ideally at director level or above.
* Proven ability to drive transformational change balancing strategic vision with practical execution.
* Familiarity with AI, automation, and digital engagement technologies.
* Strong commercial and financial acumen with success in delivering measurable efficiency and performance outcomes.
Achievements:
* Delivered large-scale transformation programs modernizing systems and ways of working.
* Implemented AI-enabled solutions increasing efficiency and reducing cost-to-serve.
* Built resilient, inclusive teams inspiring colleagues through times of change.