Better work, Better life

Head of Customer Support (Senior Leadership Team)
15/01/2020
ML
Ebene
Attractive
31/01/2020

Head of Customer Support (Senior Leadership Team)
Mission:
The Head of Customer Support position is a Senior Leadership Team (SLT) position, reporting to the Senior VP / MD. This position holds the overall accountability for service delivery in the Customer Support functional area, serving all business locations (NA, Europe and global). This role is responsible for setting the strategic direction for Customer Support functional area, ensuring alignment with the company global Strategy, and following through to successful execution of the strategy. The Head of Customer Support is the SLT escalation point for the Company Leadership across locations for any incident or issue in this functional area. This role participates in and provides direction and oversight that may include strategy analysis and development, communication, risk analysis, process and operational optimization, change management, stakeholder engagement, as well as budget and time management. 
 
ESSENTIAL FUNCTIONS: 
Senior Leadership 
o Key member of the Company Senior Leadership team, contributing in strategy formulation for the Company 
o Direct leadership of the Customer Support Management Team 
o Escalation point for SLT colleagues across locations for Customer Support issues. 

 • Service Delivery 
o Set objectives for the Customer Support functional area and ensure they are translated into executable action plans 
o Hold overall accountability for service delivery for Customer Support.  This includes promoting employee engagement, customer satisfaction, ensuring quality, productivity improvement, implementation of best practices, process optimization as well as leading by example regarding the Company Values.
 
 • Business Development 
o Provide leadership in the growth of the Company Customer Support departments, to support the growth globally 
o Hold accountability to grow Dayforce expertise and depth in the Customer Support departments 

 • Strategic Risk & Issue Management 
o Hold overall accountability for the Risk response approach for Customer Support 
 
EDUCATIONAL/SKILLS/EXPERIENCE REQUIREMENTS 
Educational 
o Minimum qualifications: Bachelor’s / Master’s degree holder (engineering, computer science, information technology will be an advantage) 
 

Skills & Experience 
o A minimum of 15 years of senior management experience in a technology, commercial or production environment at GM level or reporting to a GM
o Superior leadership skills in building and managing teams. Experience leading management-level professionals is required. Must be a change leader and developer of talent 
o Experience supporting international customers & working in a global environment
o Dynamic with exceptional communication skills (written and verbal English) 
o Excel at working with internal and external customers, and partners 
o Deep understand of process engineering & optimization is required 
o Strong project management abilities with adequate technical knowledge, combined with proven ability to manage a variety of projects with varying levels of complexity to successful completion 
o Effective process management – practical experience in service excellence and delivery are required 
 
WORKING ENVIRONMENT & PHYSICAL DEMANDS  • Must be ready to travel internationally

Adecco reserves the right:
To call only the shortlisted candidates for interview
Not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.

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