Head of Customer Service

• Operational Leadership

Lead and manage end-to-end CCD operations to ensure delivery of agreed service levels and business targets.

Drive operational efficiency, productivity improvements, and process optimization across service delivery functions.

Establish and monitor KPIs, dashboards, and operational metrics to ensure performance excellence.

Ensure adherence to quality, compliance, and EHS requirements.

• Customer Excellence

Develop and execute strategies to enhance customer satisfaction and customer experience.

Act as an escalation point for critical customer issues and drive timely resolution.

Build strong relationships with key customers, internal stakeholders, and business partners.

Promote a customer-first culture across the organization.

• Team Management & Development

Lead, coach, and develop a high-performing operations team.

Drive employee engagement, capability building, succession planning, and talent development initiatives.

Foster collaboration across functions to achieve organizational objectives.

Collaborate closely with Sales, Service, Supply Chain, Finance, and other business functions.

Ensure effective communication and alignment with internal and external stakeholders.

• Process Improvement & Digitalization

Identify opportunities for process simplification, automation, and digital transformation.

Implement best practices and continuous improvement initiatives to enhance operational effectiveness.

Drive standardization of processes and ensure governance mechanisms are in place.