Customer Service Excellence Lead

Responsibilities

• Drive excellence across international operations by owning end-to-end process standardisation, governance, performance management, and continuous improvement
• Partner with Supply Chain, IT, Commercial, Finance, international and local market CS leaders, and GS teams to align systems, data, and ways of working
• Ensure scalable, compliant, and integrated service delivery across markets, supported by strong KPI governance, insight-led reporting, and effective oversight of GS performance and execution
• Own and standardise end-to-end Customer Service processes, defining, documenting, and governing standardised frameworks
• Lead process optimisation and continuous improvement initiatives, identifying inefficiencies and pain points in core processes

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field
• 6–8 years of progressive experience in Customer Service operations, international services, commercial operations, process excellence, or related functions
• Experience acting as a business process owner or leading process standardisation, governance, and continuous improvement across markets
• Strong understanding of OTC processes, Customer Service operating models, and the systems, data, and controls required to support effective service delivery
• Demonstrated ability to develop and govern KPIs, dashboards, and insight-led reporting to support performance management and data-driven decision making
• Proven ability to lead teams, programmes, or large cross-functional initiatives in a matrixed international environment
• Strong stakeholder management, analytical, communication, and influencing skills, with the ability to drive alignment across functions and markets
• Preferred: Experience in a regulated industry such as medical devices, healthcare, or life sciences

Core Competencies

Demonstrates expertise in process standardisation, governance, and performance management within international customer service operations. Proven ability to lead cross-functional initiatives and develop insight-led reporting to drive data-driven decision making.

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