Our client, a leading global payments enterprise solutions provider, is seeking a Senior Consultant to lead the design and development of a Global Target Operating Model (TOM) across their B2B Customer Success teams, Client enablement, Client Onboarding and Sales functions. This is a strategic role aimed at transforming current operations into a more scalable, efficient, and globally optimized model.,

Lead the assessment, design, and implementation of a new global operating model across Customer Success, Client Enablement, Implementation, and Client Due Diligence (CDD).
Develop recommendations for offshoring/nearshoring models, evaluating locations such as Poland, Malaysia, and others.
Redesign existing Service Level Agreements (SLAs), operational processes, and KPIs to align with a more efficient, standardized approach.
Advise on outsourcing vs. in-house strategies for different client tiers (eg, Global Tier 1clients, Tier 2, 3)
Analyse and propose new models for shift-based workforces, capacity planning, and daily target setting for global teams.
Build a scalable structure for Client Support Teams globally, optimizing cost, performance, and customer satisfaction.
Collaborate with three regional leaders to understand current pain points and drive consensus for change.
Create and deliver executive-level presentations and documentation supporting TOM recommendations.

Proven experience designing and implementing Target Operating Models (TOMs) on a global scale across Global Operations, Customer Success, Customer Enablement, Client Onboarding, for B2B Global clients.
Experience of implementing Customer Success, Offshoring solutions for Payments, Financial Services or Telco clients.
Strong background in Customer Success, Client Support, or Service Delivery within Tier 1 enterprise client environments.
Demonstrated experience evaluating and implementing offshoring/nearshoring options, including cost/benefit analysis and location strategy.
Deep understanding of complex B2B service environments.
Experience in process reengineering, operational excellence, and organizational design.
Strong stakeholder management skills, with a track record of working with C-level executives and cross-functional teams.
Fast paced, proactive and driven mindset to make things happen.
Strategic thinker with strong analytical and project management capabilities.
Experience of Developing and Implementing Global TOMs across Customer Success, Client enablement for large Payments, Financial Services clients.
Exposure to customer success platforms and tools (eg, Knowledge 365, Salesforce).
In depth knowledge of Global Offshoring and Nearshoring