Manager, Customer Service

Overview

Senior offshore leader responsible for establishing, leading and continuously evolving the ANZ Customer Service operation based in Bangalore, with end-to-end accountability for its performance, customer experience, people, service delivery and operational effectiveness.

What you'll do

• Provide end-to-end accountability for the Bangalore ANZ Customer Service operation, delivering customer, operational and business outcomes.
• 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, ensuring clear accountability and effective resolution across onshore and offshore teams.
• Proactively identify operational risks, service gaps and emerging business needs, ensuring appropriate action and sustainable resolution.
• Own offshore customer experience outcomes, embedding a culture of proactive service, accountability and end-to-end resolution.
• Use CAS, Voice of Customer and operational insights to identify and lead systemic improvements to customer experience and service delivery.
• Partner across Commercial, Supply Chain, Finance and Logistics to resolve complex customer issues, supply constraints and revenue-critical priorities.
• Establish and own the performance framework, KPIs and governance required to drive service, productivity, quality and customer outcomes.
• Lead workforce and capacity planning, ensuring capability and resources are aligned to demand and future business requirements.
• Establish a resilient and scalable operation through effective cross-training, contingency planning and performance management.
• Establish and lead the continuous improvement and transformation agenda, improving customer experience, productivity, quality, cost and scalability.
• Proactively identify and lead process simplification, standardization, automation, AI and digital improvement opportunities.
• Lead operational change and ensure improvements are effectively implemented, embedded and sustained.
• Act as the senior Bangalore Customer Service partner for ANZ, building strong relationships with Customer Experience leadership and key business stakeholders.
• Establish effective onshore/offshore governance, ensuring alignment on priorities, performance, risks, escalations and accountabilities.
• Influence across the matrix to resolve complex issues and deliver cross-functional customer and business outcomes.
• Establish and lead a high-performing leadership team, setting clear expectations and accountability for customer, people and operational outcomes.
• Lead organizational capability, talent development and succession planning to support current and future requirements.
• Build a culture of ownership, customer focus, high performance and continuous improvement, developing leaders who proactively identify and resolve issues.

What you'll need

• Bachelor's degree in Business, Management, Supply Chain, Operations or related discipline, or equivalent relevant experience.
• 10–15 years' progressive experience in Customer Service, Order Management, Supply Chain or Operations, including senior people leadership responsibilities.
• Demonstrated experience leading through managers and/or Team Leaders within complex, high-volume operations.
• Proven experience operating within global, matrixed, multi-site and onshore/offshore environments, with strong stakeholder management and influencing capability.
• Demonstrated success leading operational improvement, transformation and organisational change, including building scalable processes and operating models.
• Strong commercial acumen, customer focus and experience using performance data to drive decisions and outcomes.
• Experience with ERP, CRM and customer service technologies.
• Strong senior leadership capability with the ability to lead through leaders, establish direction and drive accountability.
• Strong customer focus and commercial acumen, with an end-to-end ownership mindset.
• Proven ability to proactively identify risks, opportunities and systemic issues and drive sustainable outcomes.
• Strong operational, analytical and decision-making capability within complex, fast-paced environments.
• Excellent stakeholder management, communication and influencing skills across global, matrixed organisations.
• Strong change leadership and continuous improvement mindset, with the ability to simplify, standardise and leverage digital solutions.
• Strong coaching and talent-development capability, with a track record of building high-performing teams and future leadership capability.

Nice to have

• Knowledge of PPI, Lean, Six Sigma or similar continuous-improvement methodologies.

Details

• Location: Bangalore, India.
• Work schedule: Standard (Mon-Fri).
• Environmental conditions: Office.
• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment.