Head of Operations (Customer Service and Fulfillment )
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 Head of Operations (Customer Service and Fulfillment)
Builds
Scalable and consistent regional standards for customer experience, operational performance, and cost efficiency
Domain
Financial services / Personal finance aggregation
Required skills
Strategic planning, operational transformation, process redesign, automation leadership, cross-functional program management, risk management, organizational development, performance metrics governance, stakeholder influence
Preferred skills
Digital/technology/marketplace/financial-services experience, rewards operations, customer-operations technology, fulfilment systems, contact-centre operations
Technologies
Operational platforms, reporting tools, dashboards, automation and AI-enabled solutions
Responsibilities
Set and execute regional operating strategy; establish operating models and service standards; lead Customer Service function and drive CX improvements; lead physical and digital reward fulfillment operations; drive continuous improvement and systems transformation; lead and develop regional management teams
Seniority
Senior, hands-on IC
