Senior Supervisor Customer Service GHB Europe

Role Overview As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth. You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience. This role reports to the Head of Customer Service / Operational Leader. Key Responsibilities Operational Delivery & Performance Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS) Oversee capacity, workload, and resource allocation across teams Analyze performance data to identify risks and improvement opportunities Drive recovery plans where performance gaps are identified Embed standardized processes, controls, and quality frameworks Customer Experience & Service Excellence Champion a customer-first mindset across all teams Monitor customer feedback, complaints, and service trends Own and resolve high-level customer and stakeholder escalations Ensure consistent delivery of high-quality, repeatable service experiences People Leadership & Engagement Lead, coach, and develop Supervisors and frontline staff (15–60 FTE) Drive a high-performance and engagement culture (eNPS, retention, development) Conduct performance management, succession planning, and talent development Lead recruitment, onboarding, and capability building in collaboration with HR/L&D Facilitate regular 1:1s, team meetings, and feedback loops Continuous Improvement & Transformation Lead and support operational improvement initiatives and transformation projects Use data and process insights to drive efficiency, quality, and cost (OPEX) improvements Promote a culture of problem-solving and continuous improvement at team level Contribute to broader strategic initiatives and operational roadmap delivery Stakeholder Management & Collaboration Act as primary operational contact for your function Build strong relationships with internal teams, external partners, and vendors Represent the function in client interactions and cross-functional forums Ensure alignment with broader customer journey and business objectives Governance, Risk & Reporting Ensure compliance with internal policies, audit standards (e.g. quality, ISO), and risk controls Produce performance reporting, dashboards, and insights for leadership Monitor trends, identify root causes, and track impact of changes Proactively identify and mitigate operational and compliance risks Experience & Qualifications 3+ years’ experience leading operational teams in customer service / service environment Proven track record of: Delivering KPIs and operational results Managing resource planning and recovery plans Leading people engagement and development initiatives Experience in customer service and/or insurance (preferred) Experience leading projects (efficiency, quality, or cost improvement) Degree/Diploma is a related field Skills & Capabilities Strong stakeholder management and communication skills Data-driven decision making (Excel, dashboards, qualitative data) Problem-solving, process improvement, and analytical thinking Strong organizational, planning, and prioritization skills Ability to lead through change and ambiguity Leadership Behaviours Results-driven and accountable Customer-focused with continuous improvement mindset High integrity, professionalism, and collaboration Resilient, proactive, and adaptable Engaging leader who builds inclusive, high-performing teams Key Competencies Leading Teams & Driving Engagement Customer Focus & Service Excellence Decision Quality & Data-Informed Thinking Managing Ambiguity & Change Collaboration & Communication Impact Action-Oriented Problem Solving

• Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS) • Oversee capacity, workload, and resource allocation across teams • Analyze performance data to identify risks and improvement opportunities • Drive recovery plans where performance gaps are identified • Embed standardized processes, controls, and quality frameworks • Champion a customer-first mindset across all teams • Monitor customer feedback, complaints, and service trends • Own and resolve high-level customer and stakeholder escalations • Ensure consistent delivery of high-quality, repeatable service experiences • Lead, coach, and develop Supervisors and frontline staff (15–60 FTE) • Drive a high-performance and engagement culture (eNPS, retention, development) • Conduct performance management, succession planning, and talent development • Lead recruitment, onboarding, and capability building in collaboration with HR/L&D • Facilitate regular 1:1s, team meetings, and feedback loops • Lead and support operational improvement initiatives and transformation projects