Lead - Global Target Operating Model (TOM) Design - B2B Customer Success

PSD Technology Contracts Ltd., Scotland-wide

Lead - Global Target Operating Model (TOM) Design - B2B Customer Success

Salary not available. View on company website.

PSD Technology Contracts Ltd., Scotland-wide

  • Full time
  • Contract
  • Remote working

Posted 4 days ago, 25 Apr | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

job Ref: 5da22acc15394798bc9baa21dec697ed

Full Job Description

Our client, a leading global payments enterprise solutions provider, is seeking a Senior Consultant to lead the design and development of a Global Target Operating Model (TOM) across their B2B Customer Success teams, Client enablement, Client Onboarding and Sales functions. This is a strategic role aimed at transforming current operations into a more scalable, efficient, and globally optimized model.,

  • Lead the assessment, design, and implementation of a new global operating model across Customer Success, Client Enablement, Implementation, and Client Due Diligence (CDD).
  • Develop recommendations for offshoring/nearshoring models, evaluating locations such as Poland, Malaysia, and others.
  • Redesign existing Service Level Agreements (SLAs), operational processes, and KPIs to align with a more efficient, standardized approach.
  • Advise on outsourcing vs. in-house strategies for different client tiers (eg, Global Tier 1clients, Tier 2, 3)
  • Analyse and propose new models for shift-based workforces, capacity planning, and daily target setting for global teams.
  • Build a scalable structure for Client Support Teams globally, optimizing cost, performance, and customer satisfaction.
  • Collaborate with three regional leaders to understand current pain points and drive consensus for change.
  • Create and deliver executive-level presentations and documentation supporting TOM recommendations.

    Proven experience designing and implementing Target Operating Models (TOMs) on a global scale across Global Operations, Customer Success, Customer Enablement, Client Onboarding, for B2B Global clients.
  • Experience of implementing Customer Success, Offshoring solutions for Payments, Financial Services or Telco clients.
  • Strong background in Customer Success, Client Support, or Service Delivery within Tier 1 enterprise client environments.
  • Demonstrated experience evaluating and implementing offshoring/nearshoring options, including cost/benefit analysis and location strategy.
  • Deep understanding of complex B2B service environments.
  • Experience in process reengineering, operational excellence, and organizational design.
  • Strong stakeholder management skills, with a track record of working with C-level executives and cross-functional teams.
  • Fast paced, proactive and driven mindset to make things happen.
  • Strategic thinker with strong analytical and project management capabilities.
  • Preferred Skills
  • Experience of Developing and Implementing Global TOMs across Customer Success, Client enablement for large Payments, Financial Services clients.
  • Exposure to customer success platforms and tools (eg, Knowledge 365, Salesforce).
  • In depth knowledge of Global Offshoring and Nearshoring

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Direct job link

https://www.s1jobs.com/job/lead-global-target-operating-model-tom-design-124986346

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