Head of Customer Services Delivery

My client is an innovator in 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 selection of KPI's 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.

Head of Customer Services Delivery - Key Skills:

Service Delivery, Operational Excellence, Strategy, Professional Services, Head of Delivery, Stakeholder Management

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