About the Position:
The Head of Operations – Customer Support position is a Senior Leadership Team (SLT) position, reporting to the Ceridian Mauritius Senior VP / MD. This position holds the overall accountability for service delivery in the Operations / Customer Support functional area, serving all Ceridian locations (NA, Europe and global). This role is responsible for setting the strategic direction for Operations/Customer Support functional area, ensuring alignment with global Ceridian Strategy, and following through to successful execution of the strategy. The Head of Operations – Customer Support is the SLT escalation point for Ceridian Leadership across locations for any incident or issue in this functional area. This role participates in and provides direction and oversight that may include strategy analysis and development, communication, risk analysis, process and operational optimization, change management, stakeholder engagement, as well as budget and time management.
ESSENTIAL FUNCTIONS:
- Senior Leadership
o Key member of the Ceridian Mauritius Senior Leadership team, contributing in strategy formulation for Ceridian Mauritius
o Direct leadership of the Operations/Customer Support Management Team
o Escalation point for SLT colleagues across locations for Operations/Customer Support issues.
- Service Delivery
o Set objectives for the Operations/Customer Support functional area and ensure they are translated into executable action plans
o Hold overall accountability for service delivery for Operations/Customer Support.
This includes promoting employee engagement, customer satisfaction, ensuring quality, productivity improvement, implementation of best practices, process optimization as well as leading by example regarding Ceridian Values.
- Business Development
o Provide leadership in the growth of the Ceridian Mauritius Operations/Customer Support departments, to support the growth of Ceridian globally
o Hold accountability to grow Dayforce expertise and depth in the Operations/Customer Support departments
- Strategic Risk & Issue Management
o Hold overall accountability for the Risk response approach for Operations/Customer Support
EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS
- Educational
o Minimum qualifications: Bachelor’s / Master’s degree holder (engineering, computer science, information technology will be an advantage)
- Skills & Experience
o A minimum of 15 years of senior management experience in a technology, commercial or production environment at GM level or reporting to a GM
o Superior leadership skills in building and managing teams. Experience leading management-level professionals is required. Must be a change leader and developer of talent
o Experience supporting international customers & working in a global environment
o Dynamic with exceptional communication skills (written and verbal English)
o Excel at working with internal and external customers, and partners
o Deep understand of process engineering & optimization is required
o Strong project management abilities with adequate technical knowledge, combined with proven ability to manage a variety of projects with varying levels of complexity to successful completion
o Effective process management – practical experience in service excellence and delivery are required
WORKING ENVIRONMENT & PHYSICAL DEMANDS
- Must be ready to travel internationally
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