As Director, Service Excellence, you will lead the organization’s journey toward operational excellence, driving measurable value through process optimization, digitization, automation, and performance management. This is a pivotal leadership role with enterprise-wide impact, responsible for building scalable capabilities, embedding a culture of continuous improvement, and ensuring services are data-driven, efficient, and aligned with strategic objectives.
Main responsibilities:
- Drive and track value creation across service towers, ensuring measurable business impact
- Lead and embed a culture of continuous improvement aligned with enterprise objectives
- Integrate and evolve process innovation & excellence capabilities into a unified Service Excellence function
- Lead collaboration with the global Data & Analytics organization to build and scale a digital center of excellence
- Establish standardized process, knowledge management, and service excellence frameworks
- Identify, prioritize, and implement digitization and automation opportunities in partnership with IT and service leaders
- Develop and oversee service performance management frameworks, including KPIs, SLAs, and dashboards
- Lead service performance reviews and drive accountability for outcomes and results
- Lead, develop, and inspire a global Service Excellence team while building long-term capabilities
Required skills:
- Bachelor’s or Master’s degree in Business, Operations, Engineering, or a related field
- 8+ years of experience in shared services, operations, or service excellence roles
- Proven experience in process improvement, performance management, and automation initiatives
- Lean, Six Sigma, or similar certification preferred
- Familiarity with digital tools such as RPA, process mining, and analytics platforms
- Strong strategic thinking, stakeholder engagement, and people leadership skills
- Empathy, agility, and the ability to build strong partnerships across diverse teams and functions
- Strong data-driven mindset with the ability to identify trends and performance gaps
- Demonstrated ability to solve complex problems and make decisions under pressure
What our partner can offer to you:
- Competitive salary package and cafeteria benefits
- Annual bonus based on individual and company performance
- Collaborative culture, opportunities for professional development
- Chance to work on strategic initiatives with global exposure