Desired skills:
Service Delivery, Operational Excellence, Software Development, Professional Services, Head of Delivery, Stakeholder Management
My client is an innovator in the Banking and Payments space, looking for a Head of Customer Services Delivery to play a pivotal role in shaping their customer services delivery process and practice, ensuring that your team is equipped to deliver market-leading support and project delivery to meet customer's needs and generate commercial success.
Head of Customer Services Delivery - Responsibilities:
* Lead professional services/customer support teams to deliver to client expectations, while being actively involved in the hiring, mentoring, and management of teams, while implementing a culture of excellence.
* Produce Strategy reports and forecasts to deliver insights that drive future business decisions.
* Develop and refine processes to promote consistent and reliable results across all projects.
* Lead training initiatives, provide mentoring, and coach team members in line with their career development, including a selection of KPIs to measure progress and drive continuous development of the team.
Head of Customer Services Delivery - Experience required:
* Extensive Service Delivery background with a focus on operational excellence.
* Strong Stakeholder Management skillset and communication style.
* Solid track record of leading and mentoring multi-discipline teams, managing performance and development using KPI's to track progress.
* Strong Technical background before moving into Delivery-focused roles.
* Demonstrable experience of best practices and industry tools for service delivery operations with a focus on continuous development and process improvement.
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