Senior Supervisor Customer Service GHB Europe

Senior Supervisor – Customer Service (Band 3) | NairobiRole OverviewAs 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 Responsibilities1. Operational Delivery & PerformanceOwn delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)Oversee capacity, workload, and resource allocation across teamsAnalyze performance data to identify risks and improvement opportunitiesDrive recovery plans where performance gaps are identifiedEmbed standardized processes, controls, and quality frameworks2. Customer Experience & Service ExcellenceChampion a customer-first mindset across all teamsMonitor customer feedback, complaints, and service trendsOwn and resolve high-level customer and stakeholder escalationsEnsure consistent delivery of high-quality, repeatable service experiences3. People Leadership & EngagementLead, 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 developmentLead recruitment, onboarding, and capability building in collaboration with HR/L&DFacilitate regular 1:1s, team meetings, and feedback loops4. Continuous Improvement & TransformationLead and support operational improvement initiatives and transformation projectsUse data and process insights to drive efficiency, quality, and cost (OPEX) improvementsPromote a culture of problem-solving and continuous improvement at team levelContribute to broader strategic initiatives and operational roadmap delivery5. Stakeholder Management & CollaborationAct...