Head of Customer Service & Performance Management

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, prioritise and sponsor initiatives to optimise 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 realisation.

Stakeholder collaboration

• Partner closely with OS&S ...