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Head of Customer Operations and Transformation
Full-time
Laya Healthcare seeks a dynamic leader to oversee customer service operations and drive CX transformation. The position combines operational oversight, strategic influence, technology enablement, and team development.
Key Responsibilities
Manage contact centre operations ensuring seamless, human-first, best-in-class support across all touchpoints
Drive transformation initiatives leveraging data, personalisation, and omnichannel capabilities
Optimise people, process, and technology — including AI and Genesys — to elevate member interactions
Lead automation opportunities and digital-first enhancements
Lead a team of 5 managers and broader customer service staff through recruitment, training, and development
Monitor SLAs, quality standards, and operational KPIs
Collaborate with stakeholders on CX delivery consistency
Ensure compliance with consumer protection standards
Required Qualifications
5+ years in customer-focused leadership roles, preferably in service industries
Proven people management experience across large, multi-tier teams
Background in transformation and operational delivery optimisation
Budget management and operational control experience
Customer-first mindset with strong data analysis and problem-solving abilities
Ability to influence across organisational levels
