Manager, Customer Service
Core
Senior offshore leader responsible for establishing, leading, and evolving the ANZ Customer Service operation in Bangalore, ensuring end-to-end accountability for performance, customer experience, and operational effectiveness.
Role type
Senior IC manager (customer service operations)
Builds
Offshore Customer Service operation for ANZ region
Domain
Life Sciences / Customer Support
Required skills
Operational leadership, workforce management, performance framework design, stakeholder management, continuous improvement, transformation leadership, cross-functional partnership, talent development, governance, risk management
Preferred skills
None stated
Technologies
CAS, Voice of Customer, AI, digital tools
Responsibilities
Provide end-to-end accountability for the Bangalore ANZ Customer Service operation; Establish and lead the offshore operating model across Order Processing, Order & Supply Resolution, Commercial & Financial Resolution, Customer Support & Administration, and Voice & Phone Support; Own service delivery, operational governance and critical escalations; Lead workforce and capacity planning; Establish and lead the continuous improvement and transformation agenda; Act as the senior Bangalore Customer Service partner for ANZ; Establish and lead a high-performing leadership team
Seniority
Senior, hands-on IC