The Opportunity
This manufacturing client is undertaking a major shared-services transformation to improve efficiency, scalability, and process maturity across the business.
You will play a key role in designing and executing the transition of customer service to a global offshore partner, while supporting a geographically dispersed team and navigating a highly people-centric environment.
This is a 6-month contract with immediate impact, depending on program delivery schedules. Though deadlines are very tight so this will be a challenging role requiring someone with experience in Customer Service Management and Change Management/Offshoring.
Key Responsibilities
Offshoring & Transition Delivery
- Lead the end-to-end migration of Customer Service operations to an offshore provider
- Develop and implement SOPs across phone, email and other support channels
- Manage knowledge transfer, SLAs, governance frameworks, and vendor engagement
- Identify opportunities for process improvement, automation, and uplift
Operational Leadership
- Oversee BAU customer service performance throughout the transition
- Ensure service levels, responsiveness, and quality are maintained
- Act as an escalation point for complex or sensitive customer issues
People & Change Management
- Lead change in a long-tenured, highly relationship-driven environment
- Drive engagement, communication, and adoption across distributed teams
- Partner with leadership and HR to manage transition impacts
Performance & Continuous Improvement
- Monitor and drive KPIs (CSAT, FCR, productivity, etc.)
- Analyse workflows and implement best-practice processes
- Embed quality standards and consistent service delivery across teams
What We’re Looking For
- Proven experience leading offshoring / BPO / shared services transitions
- Strong background in customer service operations leadership
- Exposure to SAP or other ERP systems(preferred)
- Ability to balance hands-on delivery with strategic oversight
- Excellent stakeholder engagement and change management capability
- Willingness to be on-site and close to operations as needed
Why This Role?
- High-impact transformation program with clear deliverables
- Visible role working closely with senior stakeholders
- Opportunity to drive process improvement, automation and efficiency
- Fast-paced, outcome-focused contract with immediate start
How to Apply
Apply now, or reach out for a confidential discussion.
