This position is responsible for identifying and developing the culture, processes, performance improvements and efficiencies for the customer and for leading/developing an international team, who deliver incredible customer interactions across multiple channels (Front and Back office. Telephone. Email. Online. Live Chat. Video and Correspondence.) This position requires deep knowledge of technology and new platforms that will drive sales excellence within the customer service global platform. This position requires a mindset of team, one that respects and drives a culture of interaction, passion and service to every one of our customers and TSM’s.

KEY RESPONSIBILITIES:

• Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets.
• Drive sales excellence through service
• Managing operational customer service teams
• Strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Interpret BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels.
• Able to use these relationships to deliver service improvements.
• Drives engagement with their team to assure our customers have the best experience every time they contact us.
• Responsible for identifying and developing the culture, processes, performance improvements and efficiencies.
• Responsible for empowering and engage the Customer Service Team
• Responsible for enhancing the First Call Resolution
• Identify new tools and technologies to better serve customers and demonstrate a deep understanding of ecommerce platforms.
• Produce Root Cause Analytics to identify companywide improvements and able to present to the Board/Senior Stakeholder Peers.
• Responsible for ensuring regulatory compliance and legal requirements and identification of any potential risk issues.
• Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer.
• Partner with the sales team to optimize existing profitability through business planning and collaboration and deliver increased revenue streams.
• Identify and provide feedback and effective use of personal development plans and provision of coaching & development opportunities.

SPECIFIC KNOWLEDGE & SKILLS:

• Experience driving a global service platform with proven best in class results.
• Understands and can speak to international requirements, SLA’s and management of global customers and distributors.
• Experience in a medical device field or consumer field driving programs that exceptionally improved service.
• Experience in strategically leading and developing a senior operational management team to enhance performance by setting clear accountable performance measures.
• Experience in creating a culture to achieve the business goals and objectives with regards to their customer service.
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.

GENERAL SKILLS & COMPETENCIES:

• Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Expert independent decision making, analysis and problem solving skills
• Understand, interpret and act on financial information and external trends that contributes to business profitability
• Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Expert planning and organizational skills and techniques
• Communicate effectively with senior management and key stakeholders
• Excellent negotiating skills and ability to effectively manage internal and external relationships
• Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Lead and develop virtual teams
• Expert in multiple technical and business skills
• Strategic planning skills

MINIMUM WORK EXPERIENCE:

Typically 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5 or more years of management experience.

PREFERRED EDUCATION:

Typically a Bachelor’s Degree or global equivalent in related discipline. Master’s degree or global equivalent a plus.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.