Service Desk Lead India

Are you passionate about leading customer service excellence in a global digital environment? Join our dynamic team at Swiss Re as a Service Desk Lead and shape the future of our service delivery while developing a high-performing team in Hyderabad. This role offers the exciting opportunity to drive innovation, foster collaboration across global teams, and make a meaningful impact on both internal and external customer experiences.

About the Role

In this pivotal leadership position, you'll guide a dedicated team of service desk agents in Hyderabad as part of our global 24/7 "follow-the-sun" service operation. You'll champion a culture of empowerment and excellence while driving continuous improvement in customer satisfaction and operational efficiency.

Key Responsibilities

• Lead and develop a team of service desk professionals in Hyderabad, fostering empowerment, self-organization, and professional growth

• Drive exceptional customer experience while maintaining cost-effectiveness across all service channels

• Monitor and improve critical Service Desk metrics including Abandoned Call Rate, Chat response time, Average Speed to Answer, Average Handling Time, Service Quality, and NPS

• Collaborate globally with other Service Desk Leads to ensure seamless 24/7 service delivery, participate in capacity forecasting, and address dependencies

• Cultivate knowledge sharing within and beyond your team, promoting mutual support and continuous skills development

• Spearhead global projects and initiatives that advance our digital transformation goals

• Represent the Service Desk at business unit and product area events, presenting operational status and driving improvement actions

• Mentor team members through regular feedback and personalized development support

About the Team

Customer Service is a unit in the Group Digital Transformation department of Swiss Re which provides outstanding and efficient customer care services through multiple channels and acts as a single point of contact for customers. Boosted by AI and digital self-service, we are a hardworking and passionate team which continuously works on improving our agile practices and fostering talent in an agile digital world.

ContactOne is the one place to go for Swiss Re employees and Swiss Re clients which makes it quick and easy to get what they need from the Group (this includes client-facing solutions and services from Information Technology, Corporate Real Estate and Services, Human Resources, Communications, Global Business Services, Legal & Compliance).

About You

We're looking for a forward-thinking leader with exceptional people skills and a passion for customer service excellence. Your growth mindset and collaborative approach will help you thrive in our dynamic, global environment where continuous improvement and agile practices are embraced daily.

We are looking for candidates who meet these requirements:

• University degree, ideally in Business Administration, Information Technology (or comparable education)

• 8+ years working experience in a Customer Service organization (Service Desk, Service Centre or similar), preferably in a global or multi-location environment

• 4+ years management experience leading a service-delivery team with a focus on Customer Service

• Strong leadership skills with proven ability to develop team members through constructive feedback and coaching

• Excellent command of English (written and verbal)

These are additional nice to haves:

• Experience in major incident management, leading task forces or crisis management

• Agile leadership skills, including catalyst leadership and mentoring experience

• Knowledge of service management frameworks (ITIL, etc.)

• Additional language skills, particularly Spanish and Portuguese

• Experience working in a multicultural, global organization

Why Join Swiss Re?

Swiss Re offers a truly inclusive culture, where diversity is celebrated and fresh thinking is encouraged. The company is committed to equal opportunity employment and values all individuals, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In this flexible, empowering environment, you will have the opportunity to develop your skills, advance your career, and make a meaningful impact on both Swiss Re and the world's resilience.

Bring your authentic self to Swiss Re and help shape the future of risk management.

Our company has a hybrid work model where the expectation is that you will be in the office at least three days per week.