Position will be responsible for service delivery management and transformation of Customer Service & Sales Support function from BBS MOH. The individual will lead a team engaged in service delivery across Customer Service & Sales Support, controls adherence, and period-end closing & reporting for different regions (BEMEA/BAS/BNA).
The ideal candidate is proactive, deadline-driven, process-oriented, and thrives on continuous improvement and digital transformation.
Main Accountabilities:
Operational Leadership and Team Management
- Oversee the end-to-end customer service and sales order process, ensuring accurate and timely order entry, processing, and fulfilment
- Collaborate with sales, logistics, and finance teams to align order priorities and timelines
- Monitor order volumes, identify bottlenecks, and implement corrective actions
- Develop and enforce standard operating procedures (SOPs)
- Ensure service delivery excellence across global teams, meeting or exceeding client KPIs and SLAs
- Manage budgets and optimize resource allocation for efficiency
- Lead strategy for managing customer claims with high satisfaction levels
- Guide cross-functional teams to address and resolve claims issues
- Implement policies to streamline claims resolution and reduce recurrence
Customer Support & Guidance Oversight
- Monitor team performance to ensure timely and professional resolution of customer issues
- Act as an escalation point for complex customer matters
- Ensure consistent client communication and expert financial guidance
Strategic Account Management
- Prioritize support for high-value clients and at-risk cases
- Develop and implement customer retention strategies
- Drive improvements in customer satisfaction and service offerings
- Lead process optimization initiatives across Customer Service & Sales functions
- Champion automation and AI adoption in order and claims management
- Design and implement change management strategies
- Foster global collaboration and buy-in for transformation initiatives
Reporting & Performance Metrics
- Provide regular reports and dashboards to senior leadership
- Analyze customer success metrics to monitor performance, identify risks, and align with business goals
Customer-Centric Approach
- Demonstrate empathy and professionalism when dealing with clients facing financial challenges
- Build strong relationships with internal and external stakeholders
- Provide strategic advice to senior management on customer service improvements
- Maintain open communication and share performance updates
Key Competencies:
- Global Mindset: Navigate cultural differences and global practices
- Customer-Centric Approach: Proactively address client needs and satisfaction
- Transformational Leadership: Lead innovation and manage organizational complexity
- Resilience: Perform under pressure and dynamic conditions
Knowledge & Skills:
Behavioral:
- Make decisions aligned with global strategy and business goals
- Cultivate strong networks, influence stakeholders, and develop talent
- Communicate clearly and drive data-driven actions
- Foster innovation to improve customer experience
Technical:
- Strong end-to-end knowledge of the OTC process
- Ability to optimize processes in coordination with BBS team managers
- Experience in SAP environment
- Expertise in process transition and transformation
- Reporting and analytics proficiency (Advance Excel, SharePoint, Power BI, Tableau preferred)
- Familiarity with tools like Salesforce and automation platforms
Education & Experience:
- Bachelor's degree in Business Administration, Supply Chain Management, or related field
- MBA or equivalent (preferred)
- 12+ years of experience in Customer Service & Sales Support or shared services/BPO
- Minimum 5 years in a senior leadership role
- Proven leadership of large teams and cross-functional initiatives
- Strong supply chain, logistics, and customer service operations knowledge
- Experience with Shared Services Centre setup (preferred)
- Domain expertise in end-to-end OTC processes
- Six Sigma (GB/BB), project management, and people management experience
