Customer Service Governance & Capability Manager

Process Governance & Standardization

• Establish and maintain the global governance framework for Customer Service and O2C policies, procedures, and process documentation.

• Develop and continuously improve standardized SOPs, work instructions, process maps, control documents, and operating guidelines.

• Ensure consistent application of global processes while accommodating regulatory and business-specific regional requirements.

• Partner with process owners and regional teams to identify opportunities for standardization and simplification.

• Maintain document change control processes and governance standards.

Training & Capability Development

• Design, develop, and implement global training strategies for Customer Service employees and leaders.

• Create role-based learning paths, onboarding programs, certification programs, and refresher training curricula.

• Develop training materials including e-learning modules, facilitator guides, job aids, and process simulations.

• Lead capability-building initiatives that strengthen functional expertise and support career development.

• Evaluate training effectiveness through assessments, performance metrics, and participant feedback.

Knowledge Management

• Establish and manage a centralized knowledge management framework for Customer Service operations.

• Ensure policies, procedures, and training materials are readily accessible, current, and version controlled.

• Develop mechanisms to capture, document, and share best practices across regions.

• Serve as the primary owner of Customer Service process documentation repositories and learning platforms.

Compliance

• Conduct periodic process audits and compliance reviews to assess adherence to established standards.

• Identify process gaps and develop corrective action plans with regional stakeholders.

• Monitor training completion, certification status, and documentation compliance metrics.

Change Management & Transformation Support

• Partner with the Continuous Improvement & Systems Lead to ensure process documentation and training materials are updated following process changes or system implementations.

• Develop training and communication plans supporting organizational transformation initiatives.

• Lead change readiness and user adoption efforts associated with new tools, technologies, and operating models.

• Support ERP and digital transformation projects with end-user training and process documentation.