As the Director, Customer Service Operations US, you will be accountable for all Customer Service (CSD) operational processes and KPI measurements, approximately 50 members with approximately 7 direct reports. Is responsible for coaching and leading members, improving processes, and all operational activities. Manages high quality, effective, and efficient processes while understanding the lease value chain in order to support the country in achieving customer and vendor satisfaction.

• Standardize Customer Service Operations in the US to ensure consistent/aligned ways of working, best practices, policies and procedures.
• Ensure compliance with relevant regulations and standards, including segregations of duties and internal risk & control framework.
• Identify opportunities for improvement and implement solutions to enhance efficiency, improve customer satisfaction and member experience, in line with US Strategy and Operations Target Operating Model.
• Work proactively across domains to address customer issues and support the development of solutions that improve the customer experience, efficiency and member experience.
• Provide guidance to Customer Service Team Leads regarding member performance and development.
• Act as business lead as it relates to Telephony design and infrastructure.
• Perform all responsibilities of the Performance Management cycle including annual target setting, overall performance rating & appraisals, incentive payouts and related member employee relations issues.
• Support large strategic partnerships by facilitating the resolution of escalated complaints or inquiries.
• Provide innovative leadership on projects that involve Customer Service and IT functions.
• Support system related remediation and enhancement projects for Oracle Lease Management, and Telephony Software Suite including the (IVR)Interactive Voice Response, and (CTI) Computer Telephony Intergration.
• Facilitate process improvement discussions; cross-functionally as well as for up- and/ or downstream processes.
• Determine what metrics and related reports are required to achieve operational excellence, and customer satisfaction targets.

Measures

• Customer satisfaction scores
• Complaints tracking
• Operational key performance indicators and metrics

All members enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs.
• Check this link to an overview of all benefits in your region.

• Bachelor's degree or equivalent working experience in Finance or Business.
• 7 years' management/leadership experience in Operations or related field.
• Strong analytical, organizational, interpersonal and communication skills.
• Excellent analytical and reporting skills.
• Comprehensive knowledge of Telephony Software.
• Excellent verbal and written communication skills to ensure proper handling of internal and external (vendor partner, end user) inquiries.
• Innovative problem solving skills.
• Basic knowledge around guidelines/ requirements such as Anti-Money-Laundering’, ‘Bank Secrecy Act’ and ‘OFAC’.
• Proven track record of modeling the behaviors and competencies within the DLL True Leader profile (lead, learn, partner and perform.
• Proven team player with performance track record in matrix and/or network organization.
• Excellent stakeholder management skills.

DLL’s wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection – Build meaningful connections with other DLL members
• Health – Manage mental, emotional and physical health
• Finance – Provide learning opportunities to help members achieve personal financial health
• Lifestyle – Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL!

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative – an interconnected network – that comes together every single day with one goal in mind: Partnering for a better world.

Desired Primary Work Location: Wayne, PA

Other Acceptable Work Locations: Des Moines, IA

Applicable Pay Range

$105,585 - $158,378

DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.

This position is subject to the terms of DLL’s compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.

• Deadline for application: January 7, 2024
• The selection process may involve an assessment.
• Applications via email will not be reviewed. Please apply online via our career website: workingatdllgroup.com
• #LI-CONNIE
• DLL’s referral program applies
• For more information, please contact our Talent acquisition partner Connie Fava via connie.fava@dllgroup.com

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

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