About the role

Lead a Customer Operations team of 100+ at RS Group in Riga, emphasizing performance and process improvements. Drive operational excellence and cross-functional collaboration in EMEA.

Responsibilities

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.

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).