Manager, Customer Service
Role Overview
The senior offshore leader establishes, leads, and evolves the ANZ Customer Service operation based in Bangalore.
The role has end-to-end accountability for customer experience, people, service delivery, and operational effectiveness, partnering with ANZ Customer Experience and functional leaders.
The role leads through team leaders and/or people managers and builds a high-performing leadership team and accountable, customer-focused culture.
Key Skills for This Role
Full Job Posting
Schedule
- Standard Monday-to-Friday work schedule.
Workplace
- Environmental conditions are listed as office.
About the company and team
Thermo Fisher Scientific describes its mission as enabling customers to make the world healthier, cleaner, and safer.
The Bangalore Customer Support Center supports North America, EMEA, and APJ order management and back-office work across four shifts over a 22-hour daily window, processing more than 102,000 requests monthly.
Position summary
The senior offshore leader establishes, leads, and evolves the ANZ Customer Service operation based in Bangalore.
The role has end-to-end accountability for customer experience, people, service delivery, and operational effectiveness, partnering with ANZ Customer Experience and functional leaders.
The role leads through team leaders and/or people managers and builds a high-performing leadership team and accountable, customer-focused culture.
Key responsibilities
- Lead the operation and its operating model across order processing, order and supply resolution, commercial and financial resolution, customer support and administration, and voice and phone support.
- Own service delivery, governance, escalations, customer experience, risk identification, and resolution across onshore and offshore teams.
- Use CAS, Voice of Customer, and operational insights to improve customer experience and service delivery.
- Partner with Commercial, Supply Chain, Finance, and Logistics on complex customer issues, supply constraints, and revenue-critical priorities.
- Establish KPIs, performance governance, workforce and capacity planning, cross-training, and contingency planning.
- Lead continuous improvement and transformation to improve customer experience, productivity, quality, cost, and scalability.
- Identify and lead process simplification, standardization, automation, AI, and digital improvement opportunities, embedding and sustaining changes.
- Build senior stakeholder relationships and onshore/offshore governance; align priorities, performance, risks, escalations, and accountabilities.
- Develop organizational capability, talent, and succession; foster ownership, customer focus, high performance, and continuous improvement.
Minimum requirements and qualifications
- Bachelor’s degree in Business, Management, Supply Chain, Operations, or related discipline, or equivalent relevant experience.
- 10–15 years of progressive experience in Customer Service, Order Management, Supply Chain, or Operations, including senior people leadership.
- Experience leading through managers and/or team leaders in complex, high-volume operations.
- Experience in global, matrixed, multi-site, and onshore/offshore environments; strong stakeholder management and influencing capability.
- Demonstrated success leading operational improvement, transformation, organizational change, scalable processes, and operating models.
- Strong commercial acumen, customer focus, and experience using performance data to drive decisions and outcomes.
- Experience with ERP, CRM, and customer service technologies. Knowledge of PPI, Lean, Six Sigma, or similar methodologies is desirable.
- Strong operational, analytical, decision-making, communication, change leadership, coaching, and talent-development capabilities.
Other job requirements
Adhere to occupational health and safety policies and procedures and ensure a safe and healthy workplace.
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