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. 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. In this position, the candidate will lead various operational teams, including Agent Lifecycle Management, IBD Finance Support, Agent Reconciliation, and Partner Support. This role requires close collaboration with Assistant Managers and Team Leads who oversee these teams, ensuring that processes are executed efficiently and effectively. The candidate will manage the International Requisition process, the Agent Onboarding & Offboarding process, as well as statements and reconciliations for all brands under the IBD Department. Additionally, the candidate will oversee Customer Support and Service activities across all queues, directing and guiding team members to resolve customer inquiries, complaints, and escalations. Key responsibilities include ensuring the timely processing of requests, publishing reports, and engaging with stakeholders to drive action on key initiatives. The candidate will also be responsible for managing employee schedules to ensure adequate staffing during peak times, training new hires, conducting audits, and performing regular performance reviews. This includes documenting areas for improvement and conducting 1:1 meetings to discuss team members’ performance and action plans. The candidate will develop programs and procedures to enhance customer experience, improve processes, boost productivity, and increase performance. Additionally, they will liaise with stakeholders at various levels to support the team in completing accurate reconciliations in a timely manner while delivering world-class service to business partners. · 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: Oversee the entire partner lifecycle, from onboarding and application submission to commission claims and ongoing support. Ensure that customer queries are addressed promptly and accurately, with escalations managed effectively to maintain customer satisfaction, retention, and business growth. 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. Bachelor’s Degree Handling a team of 20+ 15+ years of experience Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred) Proven experience in a senior service delivery or operations management role, ideally within the education or global services sector Strong leadership skills with a track record of building and managing high-performing teams Excellent understanding of SOPs, SLAs, KPIs, and KRAs, with experience in developing and implementing these frameworks Exceptional communication and interpersonal skills, with the ability to manage relationships with diverse stakeholders Strategic thinker with strong problem-solving skills and the ability to make data-driven decisions Experience managing global teams and working in a fast-paced, dynamic environment Proficiency in using service management platforms and tools; experience with CRM systems is a plus Ensures proper maintenance, filing, and storage of records in case of audits Ability to identify errors Advanced skills in Excel, Power BI & Salesforce Experience: Leading Service Delivery Customer Success Management Customer Service experience Agent Onboarding & Offboarding Additional Information: 1.Evening Shift: 1:30 PM IST to 10:30 PM IST. 2.Job Type: Full Time Location: Hyderabad We acknowledge receipt of your resume for a position at Global University Systems and sincerely appreciate your interest in our company. We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue for the next stage of the recruitment process. We wish you every success. GUS is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.