Consumer Servicing Delivery Lead

Role Purpose

The Consumer Servicing Delivery Lead is a strategic operation and change delivery role accountable for leading large-scale transformations across APAC Consumer Operations. This role owns the end-to-end execution of change initiatives, driving the migration from traditional operational touchpoints into high-performing digital and voice self-service ecosystems.

The incumbent specializes in change delivery, structured change management, and rigorous benefit realization-ensuring that initiatives spanning interactive voice response (IVR) optimization, multi-channel deflection, and servicing-to-sales pathways deliver measurable financial and operational value.

The incumbent needs to be data led ensuring that all requirements contain the respective markets, designs, testing covers that the data outcomes are correct. Partner with the Metrics team to ensure that visualisation is designed and released along with new capabilities being released.

Beyond program execution, this role drives cross-functional alignment, bridges regional and local requirements with execution teams, and embeds a culture of continuous, reusable improvement. Success requires strong change leadership, stakeholder facilitation, and disciplined governance to translate strategic roadmaps into operational efficiency and a reduced cost-to-serve.

Key Performance Indicators

• Change Delivery and Execution Excellence: Measure the timely delivery of consumer operations initiatives against agreed milestones, scope, and quality standards, with structured recovery plans and root cause actions in place where delays or issues occur.

• Business Benefit Realization: Measure the delivery of quantified financial and operational benefits from approved initiatives, including cost-to-serve reduction, deflection uplifts, and conversion improvements, tracked strictly against approved business cases. Benefits must be signed off by local countries.

• Voice Deflection and Customer Self-Service Adoption: Measure the sustained increase in digital and IVR deflection, and self-service completion across priority customer journeys, with performance tracked against baseline volumes.

• Servicing-to-Sales Implementation: Measure the timely and successful completion of service-to-sales deliverables, ensuring quality implementation and full output realization within required timeframes.

• Continuous Improvement Delivery: Measure the timely identification and delivery of continuous improvement initiatives, with success measured by reduction in manual handling volumes, cost-to-serve improvement, NPS, and operational efficiency gains.

• Customer Journey Experience: Track journey-specific feedback, drop-off rates, and repeat contact rates across voice and servicing channels, with particular emphasis on removing friction in the IVR and call flow.

Key Responsibilities

• 1. Change D