Customer Excellence Transformation Lead
3 days ago
We are seeking an experienced and motivated Team Leader to join our Customer Excellence team, based in Denmark. In this exciting and impactful role, you will ensure exceptional customer satisfaction while overseeing the offshoring of first-level support to our GBS India team.
Key Responsibilities- Lead a team dedicated to delivering exceptional customer service, managing both direct reports in Denmark and a matrix organization in GBS India to ensure outstanding service delivery.
- Develop and implement strategies to enhance cross-border customer excellence and operational efficiency.
- Oversee and execute the offshoring of first-level support to India, ensuring smooth integration of people, processes, and systems for high performance and long-term success.
- Monitor and analyse performance metrics to identify opportunities for improvement and implement effective solutions.
- Drive innovation in customer excellence through automation and AI, ensuring customer service remains cutting-edge and efficient.
- Provide training, coaching, and development opportunities to team members, empowering them to become proactive and trusted business partners to the global organization.
To succeed in this position, you should have:
- A Bachelor's Degree in business administration, supply chain management, international business, IT administration, or a similar field, with excellent results.
- Solid experience working with global teams, including offshoring, managing remote teams, and project management in a leading global organization.
- Proven expertise in customer service or a related field, with strong communication, stakeholder management, and organizational skills.
- The ability to analyze data, make informed decisions, and drive successful changes to improve service delivery.
- Familiarity with cultural and operational aspects of working with teams in India, combined with the ability to handle multiple priorities in a fast-paced environment.
The estimated salary for this role is approximately €80,000 - €100,000 per year, depending on your level of experience and qualifications.
About Novo NordiskCorporate Procurement is responsible for the global indirect spend in Novo Nordisk of app. 95 billion DKK and for defining and driving the global procurement strategy. With 180 employees based in Denmark and India, and globally 500 people working in procurement, we are a strategic partner to the execution of the company's strategy.
We promote a global mind-set, dedication to business partnering and a relentless focus on creating rewarding careers for our people. We invest significant resources in developing our employees and focus on high performance, fun and have a substantial trust in our people to make them thrive in their job every day.
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