Head of EMEA Customer Operations | Papaya GlobalAs Head of EMEA Customer Operations, I lead the strategic and operational management of Papaya Global’s Employer of Record (EOR) and Payroll operations across the EMEA region. In this role, I am responsible for ensuring seamless service delivery, driving operational excellence, and enhancing client satisfaction. I oversee a team of 5 team leads who manage day-to-day EOR and Payroll operations, working collaboratively to optimize processes, resolve escalations, and support client needs.Key responsibilities include: • Overseeing EMEA-wide operations for both EOR and Payroll services, ensuring compliance with regional regulations. • Managing and mentoring 5 team leads, driving performance and fostering a high-performing, client-centric culture. • Enhancing operational workflows to improve efficiency, scalability, and client experience. • Collaborating with cross-functional teams to align service delivery with company-wide goals and client expectations. • Leveraging data and feedback to continuously improve processes and customer satisfaction. • Supporting the global operations strategy by driving initiatives that enhance our service offerings and regional presence.My focus is on ensuring our teams deliver outstanding service, meet critical KPIs, and adapt to the dynamic needs of our clients across EMEA.

As a Service Delivery Team Lead, I lead a team of service delivery managers dedicated to providing exceptional onboarding, offboarding, and ongoing support for enterprise and strategic clients in the Employer of Record (EOR) space. My role involves ensuring high-quality service delivery, managing client relationships, and optimizing processes for efficiency and effectiveness.Key Responsibilities: • Lead and mentor a team of service delivery managers, fostering a culture of excellence and continuous improvement. • Oversee the end-to-end service delivery process, ensuring seamless onboarding and offboarding experiences for clients. • Maintain strong relationships with enterprise and strategic clients, acting as a trusted advisor and point of escalation. • Implement and refine best practices to enhance service quality and client satisfaction. • Collaborate with cross-functional teams to drive process improvements and operational efficiency.

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Ensure compliance was in place, both in regards with transactions and customer engagement. Process enhancements, new process ideas and their implications on the organisation and its performance.