Director of Client Operations and Service Excellence

We are seeking an experienced and strategic Director of Client Operations and Service Excellence to lead the development and delivery of a best-in-class client experience and operational excellence framework across all client-facing functions. This leadership role is responsible for driving service excellence, client journey optimization, operational efficiency, digital enablement, governance, and continuous improvement across the organization.

Key Responsibilities

• Develop and execute the client operations and service excellence strategy in alignment with organizational objectives.
• Lead the design, mapping, and continuous optimization of end-to-end client journeys across all client touchpoints.
• Establish and maintain client service policies, operational procedures, service standards, and governance frameworks to ensure consistent and high-quality service delivery.
• Oversee service quality assurance, client satisfaction initiatives, client feedback management, and the centralized complaint management framework, including escalation management and root-cause analysis.
• Drive operational excellence, service excellence, and continuous improvement initiatives to enhance organizational performance and client experience.
• Identify process optimization opportunities and lead business transformation initiatives across client-facing operations and service delivery functions.
• Serve as the business owner for CRM platforms, client relationship management processes, and service governance mechanisms, ensuring effective adoption, governance, and utilization.
• Lead the development and enhancement of client service channels and digital solutions, including contact centres, email support, self-service platforms, and AI-enabled service tools.
• Collaborate with technology, data, and business teams to define requirements and implement client-centric digital solutions and innovations.
• Establish, monitor, and report on client operations, service excellence, customer experience, and operational performance KPIs, dashboards, and metrics to support data-driven decision-making.
• Provide strategic recommendations and operational insights to senior leadership to support organizational performance, service excellence, and client-centric decision-making.
• Lead the development and implementation of service excellence frameworks, governance models, and operational standards to ensure a consistent and high-quality client experience across all business functions.
• Lead, mentor, and develop the team, fostering a culture of client-centricity, accountability, continuous learning, and innovation.

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Customer Experience, or a related field; a Master's degree or MBA is preferred.
• Minimum of 8 years of progressive experience in client operations, service excellence, customer experience, operations management, business transformation, or related fields, including at least 3 years in a senior leadership role.
• Proven track record in leading client operations, implementing CRM platforms, service delivery models, and digital service solutions.
• Demonstrated success in service quality management, operational excellence, and process improvement initiatives.
• Strong strategic thinking, business acumen, and the ability to drive organizational transformation.
• Exceptional leadership, people management, and team development capabilities.
• Expertise in client experience management, customer journey design, service excellence frameworks, and operational excellence methodologies.
• Strong knowledge of process optimization methodologies, CRM systems, customer analytics, and performance measurement frameworks.
• Excellent stakeholder management, communication, presentation, and influencing skills.
• Analytical mindset with experience leading cross-functional projects, managing change initiatives, and translating data into actionable business insights.