GBS Customer Service Delivery Director

Key Responsibilities

Customer Service Transition & Delivery

• Lead the strategic transition of customer service operations from market-led to hub-led delivery across GBS centres.
• Ensure seamless migration of services with minimal disruption to customer experience.
• Define and implement hub operating models, service levels, and governance frameworks
• Monitor and improve SLAs, KPIs, and service health metrics post-transition.
• Partner with market and hub teams to resolve service issues and embed continuous improvement

Process Optimization & Transformation

• Collaborate with Global Process Owners to implement standardized customer service processes across hubs.
• Identify and execute opportunities for automation, digitization, and simplification to support scalable hub operations.
• Support onboarding of new markets into hub-led service delivery, including readiness assessments and transition planning.

Stakeholder Engagement

• Act as the primary point of contact for customer service stakeholders during and after transition phases.
• Align service expectations with Commercial, Supply Chain, and IT functions to ensure integrated delivery.
• Manage escalations and maintain high levels of stakeholder satisfaction throughout the transformation journey.

Team Leadership & Capability Building

• Build and lead high-performing customer service teams within GBS hubs.
• Foster a culture of ownership, agility, and continuous learning.
• Support succession planning,

Qualification & Requirements

Essential

• Proven experience in customer service operations and transformation within a global or shared services environment.
• Strong track record of leading transitions or migrations of service delivery models.
• Deep understanding of service delivery metrics, governance, and stakeholder management.
• Excellent communication, change management, and leadership skills. Desirable
• Experience with SAP, CRM platforms, and digital service tools.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies.
• Cross-cultural team leadership and experience in matrix organizations.

The skills for success

• Supply Chain Management
• Business Partnership
• Collaboration and partnership building
• Relationship Management
• Business Acumen
• Productivity management
• Improve business processes
• Advanced Analytics
• Data Analytics
• Supply Chain Planning
• Logistics Management.

Benefits

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt’s potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt’s pay for performance philosophy.