Director of Customer Service Operations

RS Group is seeking a Director of Customer Service Operations to lead and manage all Customer Service Operations in the Global Business Shared Services for the Americas region.

Requirements

• Leading a high performing Customer Service team for the Region and ensuring best in class Stakeholder experience
• Supervision of Front Office and Back Office managers/areas
• Oversight and setting up best in class processes and policies
• Liaison with Sales, Operations and other Group teams to create a best in class end to end CS framework keeping an exemplary Customer satisfaction in mind
• Oversee and ensure completion of overall Governance Structure and framework
• Oversight of bi-annual and annual audits
• Oversee daily operations of the Ops teams in Front Office and Back Office Customer service across all channels
• Serve on planning and policy-making committees
• Serve as primary legislative liaison relative to company financial issues
• Establish and implement short- and long-range departmental goals, objectives, policies, and operating procedures
• Design, establish, and maintain an organizational structure and staffing to effectively accomplish the department's goals and objectives