Senior Manager, Customer Service

• Motivation and development of the  customer care team. 

• Day to day management of a complex customer care organization and relevant processes. 

• Recruit, direct, coach, inspire team leads and team members of the customer care team in the new centre to achieve and support the vision and mission. 

• Set clear goals for employees to ensure prioritization of work. 

• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement. 

• Track and improve on Key Performance indicators - in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher. 

• Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth of the business. 

• Manage key points of contact for identified strategic accounts. 

• Manage relevant SLA’s with key stakeholders within the business.  

• Participate as part of a Thermo Fisher Customer Care team to drive strategy and actions to underpin goals and targets. 

• Responsibility for day to day managing of operational budgets. 

• Foster an environment of continuous improvement within the Customer Care team.   

REQUIRED EDUCATION/EXPERIENCE:  

• 5-8 years experience of managing people and leading in a customer care environment or equivalent. 

• Bachelor’s or master’s degree from college or university. 

• Fluency of the English Language both written and verbal. 

• Strong understanding of service and customer care processes and matrix organization. 

• Strong communication and relationship building skills. 

• Ability to plan work and work with a high degree of autonomy. 

• Strong cross-functional collaborator and ‘One Team’ thinker. 

• Proven track record of influencing at senior levels and coaching experience. 

• Strong interpersonal and organizational skills. 

• Proven track record of operational management of customer care teams 

• Risk averse and Agile attitude 

• Experience of managing budgets. 

• Ability to inspire and empower, mentor and coach. 

• Experience of developing and implementing best practices. 

• Experience in stakeholder management. 

• Experience with Process adherence and KPI management & tracking