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Description
About the role
Once stabilised, you’ll take operational ownership of a major share of global CS, leading leaders and driving performance at scale.
Main tasks and responsibilities:
Global Transition Leadership: Own the transition of Tier 1 & Tier 2 CS operations (in-house and BPO) from 2025 contracts to the 2026 model, ensuring stability and performance.
Service Continuity & KPIs: Safeguard SLs and KPIs during changeover, partnering with the Performance team and 24×7 Control Centre.
Vendor & Site Stand-up: Oversee new BPO site launches and critical leadership hiring to guarantee operational readiness and quality.
Governance & Reporting: Establish structured weekly reviews, track risks, and drive continuous improvement throughout the transition.
Post-Transition Leadership: Transform AI, new technologies, process re-engineering, etc. Take operational responsibility for ~50% of the CS organisation (~1,000 people, 8–10 direct reports).
About you:
Operational Leadership Experience: 10+ years leading large-scale CS or operations across multiple geographies, with experience managing 100s–1000s of people.
Proven Transition Expertise: Track record of delivering complex, multi-country transitions (cutovers, relocations, vendor migrations).
Strategic & Operational Acumen: Ability to balance program execution, risk management, cost control, and operational excellence.
Analytical Problem Solving: Data-driven mindset; able to identify risks early and protect SLs/KPIs during change.
Transformative People Leader: A leader who leverages strong people skills to drive change: inspires and motivates in matrix environments at the start, while also effectively developing and leading teams as scope grows.
Influential Navigation: You skillfully navigate ambiguity and influence stakeholders based on compelling evidence, unwavering commitment, and deep subject matter expertise.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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