Hod Customer Service

**_Global University Systems (GUS) _**_is focused on becoming one of the world’s most dynamic, inclusive, and diverse education organisations. GUS is an international network of higher education institutions, brought together by a shared passion for accessible, industry-relevant qualifications. GUS delivers a wide variety of programmes, including bachelor’s degree programmes, master’s degree programmes, professional training, English Language training, and corporate & executive education. When someone chooses to study at one of our institutions
- whether on campus in Europe, North America, or even in their own home - they’re joining a network of 80,000 students worldwide._

**Position**:
The Commercial Operations Team plays a critical role in driving revenue generation and safeguarding revenue security across the diverse product portfolio of the International Business Development (IBD) Department at GUS Global.
- Lead Service Deliver and Accounts payable division for International Operations and responsible for day-to-day operations. Drive service excellence for B2B operations. Manage Projects, tracking service metrics & reporting, managing budgets and helping lead the professionals responsible for getting services delivered to clients.
- Adhere to internal control policies throughout the department and company.
- Drive metrics and identify areas of opportunity for automation and process improvement
- Work closely with key business partners to identify areas for improvement and customer-specific solutions.

**Leadership & Strategy**:
Lead and manage the global service delivery team, which includes overseeing various operational teams such as Agent Lifecycle Management, Agent Reconciliation, and Partner Support. Collaborate closely with Assistant Managers and Team Leads to ensure that processes are followed efficiently and effectively across all support queues, including Agent Onboarding, GUS Gateway Support, Commission Hub Support, Student Support, and Customer Success Management. Additionally, drive revenue generation and maintain revenue security by leveraging opportunities across the vast product portfolio of the International Business Development Department at GUS Global.

**Operational Excellence**:
Develop, implement, and maintain Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Key Result Areas (KRAs) to ensure consistent, high-quality service delivery. Oversee the Agent Onboarding & Offboarding process, including statements and reconciliations for all brands under the IBD Department, and ensure that all customer support and service activities are efficiently managed across all queues.

**Partner Lifecycle Management**:
**Team Development**:
Mentor and develop the service delivery team by fostering a culture of continuous improvement, accountability, and excellence. Work closely with Assistant Managers and Team Leads to ensure team members are trained effectively, adhere to processes, and meet performance expectations. Conduct regular audits, performance reviews, and 1:1 meetings to document areas for improvement and create action plans for development.

**Client Experience & Customer Success**:
Drive best-in-class service and client experience for GUS’s recruitment partners. Develop and implement customer success strategies, analyze customer feedback, and identify opportunities for process improvement. Ensure timely processing of requests, publish reports, and engage with stakeholders to address and lead action items that enhance NPS/CSAT, customer experience, process productivity, and performance.

**Issue Resolution & Escalations**:
Oversee the resolution of complex issues and escalations, ensuring they are handled with urgency and care. Collaborate with other departments to ensure seamless communication and coordination in resolving partner concerns, ultimately contributing to customer satisfaction and business success.

**Data-Driven Decision Making**:
Utilize data and analytics to monitor performance, identify trends, and make informed decisions that improve service delivery outcomes. Regularly report on service metrics to senior leadership, ensuring transparency and accountability in service operations.

**Continuous Improvement**:
Lead initiatives aimed at enhancing service delivery processes, systems, and tools. Stay informed of industry best practices and trends to ensure GUS remains at the forefront of service excellence. Liaise with stakeholders at various levels to help teams complete accurate reconciliations in a timely manner, while delivering world-class service to business partners.

**Resource Management**:

- Manage employee schedules to ensure adequate staffing during peak times. Oversee the training of new hires, ensure ongoing skill development, and create programs and procedures that enhance the overall customer experience and team productivity.

**Requirements**:

- Bachelor’s Degree
- Handling a team of