Head of Centre of Excellence Operations
S&P Global
full-time
Posted on:
Location Type: Office
Location: Islamabad • Pakistan
Visit company websiteExplore more
Job Level
About the role
- Lead the design, assessment and implementation of the CoE strategy championing a strong culture of customer centricity and accountability.
- Set a compelling talent vision and strategy to attract, develop and retain world class execution talent.
- Partner closely with Customer Excellence leadership team to provide transparency and insights that enable the effective management and evolution of the CoE execution teams.
- Work across the function to establish clear objectives, timelines, operational frameworks and performance metrics.
- Partner with the People, Tooling & Automation and Learning and Development teams to define and implement training programs and resources to ensure staff are equipped with the necessary skills and knowledge.
- Establish strong governance structures to drive operational performance, decision-making and accountability within the CoE.
- Continuously monitor and analyze performance metrics to identify areas for improvement and implement corrective actions as necessary.
- Foster a culture of continuous improvement by encouraging innovative solutions and best practices within the customer service, support, success and operations teams.
- Serve as a key point of contact for stakeholders, providing regular updates on CoE performance and initiatives.
Requirements
- Proven track record of leading scaled operations teams within customer excellence organizations.
- Demonstrated success in establishing and running a Centre of Excellence or similar operational framework.
- 15+ years of total experience, including 7 + years in customer support operations and at least 3 years in a management or leadership position.
- Certification in Lean Six Sigma or other process improvement methodologies is a plus.
- Experience with CRM platforms, support operations technology, and analytics tools.
- Strong leadership and people management capabilities with a track record of driving performance and motivating diverse teams.
- Exceptional analytical, problem-solving, and results-oriented approach.
- Excellent communication and relationship-building skills across all stakeholder levels.
Benefits
- Health & Wellness: Health care coverage designed for the mind and body.
- Flexible Downtime: Generous time off helps keep you energized for your time on.
- Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
- Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
- Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
- Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer support operationsperformance metricsoperational frameworksprocess improvement methodologiesanalytics toolstraining programsgovernance structurescontinuous improvementcustomer centricityaccountability
Soft skills
leadershippeople managementanalytical skillsproblem-solvingresults-orientedcommunicationrelationship-buildingmotivationinnovationtransparency
Certifications
Lean Six Sigma