head of customer service operation [ renewable contract].

In this pivotal role, you will be responsible for the end-to-end management of all customer support channels. Your primary mission will be to develop and execute operational strategies that maximize efficiency, productivity, and service quality while ensuring full compliance.

You will lead multiple operational units, including Contact Centre, Billing & Collections, and Outbound Telesales, driving them towards achieving exceptional performance against key qualitative and quantitative metrics within an optimal cost structure.

Key Responsibilities

• Strategic Leadership & CX Advocacy: Champion a customer-centric culture across all operations, ensuring every customer interaction delivers a seamless and positive "Moment of Truth" aligned with our overall Customer Experience vision.

• Operational Excellence: Develop and implement the strategic direction for customer support operations. Drive continuous improvement initiatives focused on elevating quality, increasing productivity, and enriching service delivery in a cost-effective manner.

• Performance Management: Establish, monitor, and analyze key performance indicators (KPIs) and scorecards for all channels. Ensure timely and accurate reporting of operational performance to stakeholders, providing clear visibility into the health and stability of operations.

• Process Optimization & Innovation: Analyze existing processes to identify opportunities for improvement. Lead the introduction of innovative solutions and automation to enhance efficiency, improve the customer journey, and reduce operational costs.

• Stakeholder & Financial Management: Manage operational budgets and financial plans effectively. Collaborate closely with key decision-makers and cross-functional teams to align operational goals with broader organizational objectives.

• Risk & Compliance: Ensure all operations adhere to standard operating procedures (SOPs) and all relevant regulatory and legal requirements. Develop and maintain robust Business Continuity Plans (BCP) and Crisis Management Plans (CMP).

• Team Leadership: Provide strong leadership to a large, multi-channel operations team and manage relationships with external vendors and partners. Foster a high-performance culture focused on achieving common goals.

Requirements

• Proven experience in a senior leadership role managing large-scale, multi-channel customer-facing operations within a fast-paced consumer business.

• A demonstrable track record of success in improving key customer metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Voice of the Customer (VOC).

• Expertise in managing high-volume inbound/outbound contact centers and integrating them within a broader customer interaction ecosystem.

• Strong financial acumen with experience in budgeting, cost management, and optimizing operational expenditure.

• Exceptional critical thinking and analytical skills, with the ability to interpret complex data sets to derive insights and actionable strategies.

• Proven ability to innovate, implement automation, and drive continuous process improvement.

• Outstanding stakeholder management, interpersonal, and communication skills, with the ability to influence and engage people at all levels.

• Agile leader with the ability to adapt strategies quickly in response to changing business needs.