Global Head of Customer Service

Overview A leading international financial services organization is seeking a strategic and experienced Global Head of Customer Service to lead and transform its customer support operations across multiple regions. This executive leadership role is responsible for defining the global customer service vision, driving operational excellence, and ensuring a consistent, high-quality client experience across all business entities and markets. Key Responsibilities • Develop and execute the global customer service strategy, operating model, and performance framework aligned with organizational objectives. • Lead and oversee customer service operations across multiple international locations to ensure service excellence, efficiency, and consistency. • Establish and maintain unified service standards, KPIs, governance structures, and escalation procedures across all regions. • Manage and support regional customer service leaders to drive performance, accountability, and alignment with global standards. • Monitor customer satisfaction, service quality, and operational performance through data analysis, reporting, and customer feedback programs. • Identify opportunities for continuous improvement and implement initiatives that enhance customer experience, operational efficiency, and service quality. • Collaborate closely with cross-functional stakeholders, including Compliance, Commercial, Marketing, Product, and Technology teams, to ensure customer interactions align with regulatory requirements and business objectives. • Oversee the implementation and optimization of customer support technologies, CRM platforms, ticketing systems, and automation tools. • Define and monitor service level agreements (SLAs), ensuring targets for response times, resolution rates, and customer satisfaction are consistently achieved. • Champion learning and development programs to strengthen product knowledge, communication skills, and service capabilities across customer-facing teams. • Act as the senior escalation point for critical customer issues, complex cases, and matters with potential reputational or operational impact. • Partner with Product and Technology teams to integrate customer insights into service enhancements, platform improvements, and future innovations. • Ensure effective 24/7 customer support coverage across global markets, including multilingual service capabilities. • Provide regular executive-level reporting and strategic recommendations based on customer service trends, performance data, and client insights. Requirements • Minimum 10 years of leadership experience in customer service, customer experience, client operations, or contact center management within a complex, service-driven organization. • Demonstrated success managing multi-country and multilingual customer support functions. • Strong expertise in customer experience strategy, service quality management, operational excellence, and process optimization. • Proven ability to build, lead, and inspire high-performing teams across diverse geographies and cultures. • Strong analytical and data-driven decision-making capabilities, with experience leveraging customer and operational metrics to drive improvements. • Excellent stakeholder management, communication, and influencing skills, with the ability to collaborate effectively across multiple business functions. • Experience leading customer service transformation initiatives, including digitalization, automation, and service technology implementation. • Fluency in English is required; additional languages are considered advantageous. • Bachelor's degree required; postgraduate qualifications such as an MBA are preferred. Show more Show less

Minimum 10 years of leadership experience in customer service, customer experience, client operations, or contact center management within a complex, service-driven organization. Demonstrated success managing multi-country and multilingual customer support functions. Strong expertise in customer experience strategy, service quality management, operational excellence, and process optimization. Proven ability to build, lead, and inspire high-performing teams across diverse geographies and cultures. Strong analytical and data-driven decision-making capabilities, with experience leveraging customer and operational metrics to drive improvements. Excellent stakeholder management, communication, and influencing skills, with the ability to collaborate effectively across multiple business functions. Experience leading customer service transformation initiatives, including digitalization, automation, and service technology implementation. Fluency in English is required; additional languages are considered advantageous. Bachelor's degree required; postgraduate qualifications such as an MBA are preferred.

Develop and execute the global customer service strategy, operating model, and performance framework aligned with organizational objectives. Lead and oversee customer service operations across multiple international locations to ensure service excellence, efficiency, and consistency. Establish and maintain unified service standards, KPIs, governance structures, and escalation procedures across all regions. Manage and support regional customer service leaders to drive performance, accountability, and alignment with global standards. Monitor customer satisfaction, service quality, and operational performance through data analysis, reporting, and customer feedback programs. Identify opportunities for continuous improvement and implement initiatives that enhance customer experience, operational efficiency, and service quality. Collaborate closely with cross-functional stakeholders, including Compliance, Commercial, Marketing, Product, and Technology teams, to ensure customer interactions align with regulatory requirements and business objectives. Oversee the implementation and optimization of customer support technologies, CRM platforms, ticketing systems, and automation tools. Define and monitor service level agreements (SLAs), ensuring targets for response times, resolution rates, and customer satisfaction are consistently achieved. Champion learning and development programs to strengthen product knowledge, communication skills, and service capabilities across customer-facing teams. Act as the senior escalation point for critical customer issues, complex cases, and matters with potential reputational or operational impact. Partner with Product and Technology teams to integrate customer insights into service enhancements, platform improvements, and future innovations. Ensure effective 24/7 customer support coverage across global markets, including multilingual service capabilities. Provide regular executive-level reporting and strategic recommendations based on customer service trends, performance data, and client insights.