Head of Customer Operations Shared Service

Key Responsibilities

Leadership & Strategy

• Establish and lead the Customer Operations Shared Service team, including Team Leads and Officers.
• Define the operational strategy, service delivery model, and performance standards for customer operations across multiple business units.
• Lead the service delivery strategy across one or more client portfolios to ensure consistent, predictable performance and customer outcomes.
• Develop a scalable shared service framework to meet future business demands and expansion.
• Build client relationships in collaboration with Sales and Commercial teams, ensuring alignment with service expectations and business objectives.

Sales Support & Solution Delivery

• Support sales opportunities by providing customer operations expertise during solutioning, scoping, and proposal development stages.
• Ensure the customer operations function contributes effectively to the delivery of proposed solutions for new and existing clients.
• Partner with the Sales and Commercial teams to design service delivery models that meet customer requirements and drive customer success.

Operational Management

• Oversee end-to-end order-to-cash (O2C) processes, ensuring accuracy, compliance, and timely delivery across order processing, fulfilment coordination, billing, and invoicing.
• Act as an escalation point for complex or high-impact customer issues, ensuring effective resolution and customer satisfaction.
• Facilitate monthly performance reviews and monitoring operational KPIs such as order accuracy, dispute resolution times, and SLA achievements.
• Address performance issues proactively and implement continuous improvement plans to achieve project targets and committed SLAs.
• Ensure operational documentation, standard operating procedures (SOPs), and process workflows are up to date and consistently applied.

Team Development, Staffing & Engagement

• Lead, coach, and develop Customer Success Team Leads and Officers to build strong functional and leadership capabilities.
• Oversee people engagement initiatives to maintain a high-performing, motivated, and customer-focused team.
• Manage recruiting, staffing, and workforce portfolio rebalancing to optimize service delivery capacity and meet business volume requirements.
• Promote a culture of accountability, collaboration, and continuous improvement within the team.

Customer Success & Relationship Management

• Ensure outstanding customer experience across all touchpoints by embedding customer-centric practices within the shared service function.
• Engage with key customers and internal stakeholders to resolve escalated issues, participate in business reviews, and align on operational improvements.
• Collaborate closely with Sales and Commercial, Credit, Supply Chain, Finance, and Legal to ensure seamless customer interactions and cross-functional alignment.
• Implement customer feedback mechanisms and drive improvements based on insights gathered.

Process Excellence & Continuous Improvement

• Lead process automation, digitalization, and optimization initiatives to enhance service speed, reduce manual work, and eliminate process gaps.
• Conduct root cause analysis for recurring issues and drive corrective and preventive action plans.
• Ensure strong governance and compliance with company policies, audit requirements, and regulatory standards.
• Drive continuous improvement culture to achieve operational excellence and higher customer satisfaction.

Reporting & Performance Insights

• Oversee accurate and timely reporting of customer operations performance, client portfolio metrics, and service health indicators.
• Provide insights to senior management on trends, risks, improvement opportunities, and customer intelligence.
• Support financial closing activities, reconciliations, and customer-related financial processes as part of month-end.

Qualification & Requirements

Education & Experience

• Bachelor’s degree in Business, Supply Chain, Operations, Management, or a related field.
• Minimum 10 years of experience in Customer Operations, Customer Success, or Order Management, with 5 years in a managerial or shared service leadership role.
• Demonstrated experience leading service delivery for client portfolios or in a customer-facing shared service environment.
• Strong experience supporting commercial teams in pre-sales, solutioning, or customer proposal development.
• Solid understanding of order-to-cash processes; SAP, CRM, and workflow platform experience strongly preferred.

Skills & Competencies

• Strong leadership capability with a balance of strategic vision and hands-on operational management.
• Excellent communication, negotiation, and relationship-building skills across internal teams and external clients.
• Analytical problem-solver with the ability to translate data into actionable insights.
• Proven ability to drive improvements, manage SLAs, and deliver consistent operational outcomes.
• Highly organized, detail-oriented, and adaptable to dynamic, fast-paced environments.
• Strong stakeholder management, conflict resolution, and decision-making skills.
• Proficiency in English; fluency in Mandarin is a strong advantage.

Benefits

No information available.