Head of Customer Operations

Head of Customer Operations
Riga (Hybrid working)

RS Group is a global organisation of over 9000 employees, with an EMEA Global Shared Business Service Centre based in Riga, and an outstanding team of Accounts and Customer Service professionals delivering a brilliant service across the region, supporting all of our European markets.

This is a leadership role within GSBS operations and will be responsible for the functional service delivery of Customer Operations within GSBS operations in EMEA. The role holder will lead the Customer Operations team of 100+ team-members through a multi-location strategy and be accountable for the processing of all core order activities for the RS Group, within the EMEA region.

What you will be doing:  

• You will lead Customer Operation for GSBS operations within EMEA, creating a best-in-class team, being an advocate for high performance and a driver of continuous improvement.
• The delivery of Customer Operations business performance against agreed SLAs / KPIs and including the realisation of agreed operational excellence targets.
• Development of team knowledge on processes to ensure the team deliver excellent customer service.
• Ensuring accurate and efficient order processing ensure all customer orders are processed in accordance with described processes and ensure that are completed within agreed timeframes.
• It would be expected that the role holder would lead delivery of multiple initiatives, be responsible for continual service and process improvement, through process standardisation, optimisation, and automation.
• Ensuring the maintainance all required documentation in compliance with internal policies and legal requirements.
• The role will require regional cross-functional working, including interaction with all levels of management across all areas of GSBS Global Development and all GSBS operations and with more senior stakeholders such as business/corporate functional owners, and functional VPs / SVPs.
• You will have 5 direct reports, with a responsibility of approx. 120 people.

What we are looking for from you:

• Demonstrable experience leading large customer-focused teams, in a similar global service environment
• Strong understanding of customer service and GSBS processes and tools
• Proven experience as an operational manager and evidence of strong team leadership skills
• Strong emotional intelligence, and ability to communicate, influence and challenge at a variety of levels
• Strong analytical and problem-solving skills, with an ability to identify innovative solutions
• Strong cultural awareness, working with stakeholder across borders, and multi-lingual teams.
• Ability to work in a matrixed environment and network of teams, with a modern flexible ethos, whilst adapting and promoting new ways of working
• Curious by nature, with the ability to grasp new concepts and processes quickly and effectively through insightful questioning
• Ability to prioritise, work under pressure and plan / deliver to challenging timelines, evidence of strong planning and organisational skills
• Deliver high quality professional output to peers and senior leadership
• Ability to build effective working relationships with colleagues throughout GSBS and wider business functions, effectively managing the challenges of geography and time zones
• Exhibit role model behaviour
• Fluent Latvian and English (spoken and written)

We are RS Group

At RS we've been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the 'what ifs' into the 'why nots', the impossible into the possible.  

Our purpose? Making amazing happen for a better world.  

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.  

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that's exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.  

We'll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. 

Come and join us and over 9000 employees worldwide – and we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.

Are you ready to explore the possibilities?

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