Kerja Sepenuh Masa, Head of Customer Service - Performance Management di Omya Federal Territory - Maukerja

Service strategy & governance

• Define and implement global service management strategies and governance frameworks for Omya OS&S to ensure consistency and compliance
  
  

Performance monitoring & reporting

• Define and own the KPI framework and target-setting for OS&S service performance (availability, SLA adherence, quality, cost, customer satisfaction)
• Establish a reliable performance reporting cadence and deliver accurate, actionable reports and insights to OS&S leadership and Omya executive stakeholders
  
  

Continuous improvement

• Identify, prioritize and sponsor initiatives to optimize service delivery, reduce costs, increase efficiency and raise customer satisfaction across OS&S
• Use KPI analysis, customer feedback and benchmarking to drive targeted improvement programs and measure benefit realization
  
  

Stakeholder collaboration

• Partner closely with OS&S service delivery teams, business units and regional stakeholders to align service performance with Omya business objectives and customer needs
  
  

Risk & compliance management

• Ensure OS&S service operations comply with Omya policies, regulatory requirements and internal controls, embedding risk management into service practices.
  
  

Technology & process enablement

• Leverage digital tools, analytics and automation to enhance service quality, incident resolution, capacity planning and reporting for OS&S.
  
  

Definition Of Responsibilities

• Define clear roles, responsibilities and ownership for all service and performance-management tasks within the OS&S team and across partner functions.
  
  

Upskilling

• Ensure the service & performance management team within OS&S has the necessary skills and capabilities to operate required IT systems, handle complex cases, and implement standards and guidelines.
  
  

Planning & budgeting

• Leads the OS&S planning and budgeting process, ensuring accurate forecasting of service demand, resource needs, and operational costs to support effective decision-making and organizational performance.
  
  

Job Requirements

Education

• University degree in Business Management, Business Administration, Economics, or any other related field
  
  

Experience

• Minimum 7 years of relevant working experience in a leadership position
  
  

Knowledge And Skills

• Ability to define and execute service and performance strategies aligned with business goals
• Understanding of frameworks for service delivery and governance
• Strong analytical skills to interpret KPIs, identify trends, and drive data-based decisions
• Capability to lead process optimization and transformation initiatives
• Skilled in influencing and collaborating with senior leaders and cross-functional teams
• Excellent ability to present performance insights and recommendations clearly
• Experience in managing organizational change and driving adoption of new processes
• Familiarity with service management tools (e.g., ServiceNow)
• Exposed to six sigma or kaizen or agile methodology
  
  

Other Requirements

• Excellent command of both oral and written English are required
• Good command of both oral and written additional language is beneficial
• Willingness to travel up to 15%
  
  

POSITION SCOPE

Reporting Line(s)

Solid line(s) to: Global head of customer engagement & service governance

Dotted Line(s) To

Number of direct reports:

Number Of Dotted Line Reports

Performance Measures

SLA/OLA compliance rate

Customer satisfaction

Accuracy of KPI reporting

Trend analysis & forecasting

Working Relationships

Internal Contacts

OS&S management team

DTX

Service Line leads

Regional leads

External Contacts

Market research institutes for KPI benchmarking