Head - Service Excellence
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Job Description and Qualification:
Key Responsibilities:
· Lead a team of around 30 professionals, training and developing a team of world-class professionals able to provide support for a global organization that spans different time zones and geographies
· Assume strategic and overall operational leadership and accountability for the global operations
– across all functions and regional support portfolios.
· Deep dive into operational metrics against set targets for critical support processes to create streamlined workflows and output for the organization
· Continuously build and manage a fully functioning and performing service center
· Coach and train the team of professionals
· Build a culture based on continuous improvement, and service excellence
· Manage overall infrastructure requirements including finances, IT data security and vendor management
QUALIFICATIONS, SKILLS, AND KNOWLEDGE REQUIRED
· University degree
· Extensive professional work experience in an MNC or an organization with global presence
· Demonstrated management and leadership skills
· High in data management, analytics, reporting preparation -CRM tool preferred
· Deep strategic organizational outlook with the ability to provide input to the Executive Team (e-Team) level
· Exceptional communication skills and global stakeholder management skills.
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