Manager, Customer Service

Work schedule

• Standard Monday–Friday schedule.

Work environment

• The description lists office environmental conditions.
• The role leads the Bangalore ANZ Customer Service operation and is described as Bangalore-based.

Organization

Position summary

Operations and customer experience

• Lead the customer-service operating model and deliver customer, operational and business outcomes.
• Own service delivery, governance, escalations and coordination across onshore and offshore teams.
• Identify risks, service gaps and business needs and drive sustainable resolution.
• Use customer feedback and operational insights to improve service and customer outcomes.
• Partner with Commercial, Supply Chain, Finance and Logistics on complex customer issues, supply constraints and revenue-critical priorities.

Performance and transformation

• Set KPIs and performance governance for service, productivity, quality and customer outcomes.
• Lead workforce and capacity planning, cross-training, contingency planning and performance management.
• Lead process simplification, standardization, automation, AI and digital improvement; embed and sustain change.

Stakeholder and people leadership

• Build strong relationships with ANZ customer-experience leaders and business stakeholders and maintain effective onshore/offshore governance.
• Lead a high-performing leadership team and develop organizational capability, talent and succession.
• Build a culture of customer focus, ownership, accountability and continuous improvement.

Qualifications and experience

• Bachelor’s degree in Business, Management, Supply Chain, Operations or a related discipline, or equivalent relevant experience.
• 10–15 years of progressive relevant experience, including senior people leadership responsibilities.
• Experience leading managers and/or Team Leaders in complex, high-volume operations and global, matrixed, multi-site onshore/offshore environments.
• Demonstrated success in operational improvement, transformation, organizational change and scalable operating models.
• Experience with ERP, CRM and customer-service technologies; PPI, Lean, Six Sigma or similar knowledge is desirable.

Leadership capabilities

• Strong stakeholder management, communication, influencing, analytical and decision-making capability.
• Strong customer focus, commercial acumen, change leadership and continuous-improvement mindset.
• Coaching and talent-development capability, including building high-performing teams.

Other requirements

• Follow occupational health and safety policies and procedures and ensure a safe and healthy workplace.