Head of Operations (Customer Service and Fulfillment )tags.new
Core
Regional senior leadership responsible for defining and executing the operating strategy for Customer Service and Fulfillment functions across multiple markets.
Role type
Senior leadership operations head (customer service and fulfillment)
Builds
Scalable regional operations organization supporting growth priorities while maintaining strong controls and service quality
Domain
Financial services / Personal finance aggregation
Required skills
Strategic planning, operational transformation, process redesign, automation leadership, cross-functional program management, risk management, performance metrics design, team leadership, commercial judgment
Preferred skills
Digital/technology marketplace experience, rewards operations, customer-operations technology, fulfillment systems, contact-centre operations
Technologies
Operational platforms, reporting tools, dashboards, automation and AI-enabled solutions
Responsibilities
Set and execute regional operating strategy for Customer Service and Fulfillment; Lead regional Customer Service function and drive improvements in satisfaction and resolution times; Lead physical and digital reward fulfillment operations; Drive continuous-improvement and systems-transformation initiatives; Lead, coach, and develop managers and senior team members across the region
Seniority
Senior, hands-on IC
