Portugal Operations Manager

hace 2 meses

Granada, España strada A tiempo completo

**Our story**

Strada is a technology-enabled, people powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally.

With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in 33 countries, Strada partners with customers at every stage of their journey, to help drive their vision forward.

It’s why we’re so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work.

**Main Responsibilities**

Delivery Key responsibilities:

- End to end management of the client relationship, including all escalation
- Work in partnership with Account Management to ensure accurate and timely contract revisions
- Manage and identify deviations from the contractually defined standard scope of service including following the defined Change Request process. This may include but is not limited to, estimating and implementing changes and ensuring the defective input process is followed
- Ongoing review of the Country Solution workbook and ensure updates are captured
- Year End management
- Effectively manage and monitor all client SLAs using the appropriate tools to ensure adherence to targets; if targets are not being met, root cause and action to be provided to your manager
- Conduct Service Review meetings, ensuring actions and follow ups are timely and accurate
- Lead Hypercare calls (where no SDM is assigned) to ensure actions are tracked and resolved
- Liaise with internal stakeholders (AD, RSDM, SDM, SR, supporting functions) to ensure successful management of the client
- Project Management to ensure successful implementation of any new service or processes
- Working with Transformation and Products, in liaison with specialists, to implement automation and innovation
- Management of internal stakeholders
- Liaise with the JL3 to ensure the service is running as per our SLAs and KPIs
- Support ITCAMs/ADs in ensuring the client is aware of any product enhancements
- Payroll Legislation updates are fully documented by the specialist and understood by the team
- Annual planning reviewed and signed off by client(s) and JL3
- Strada Security Standards are adhered and followed
- Accountable that all root cause analysis is accurate and that preventative steps are implemented to limit any reoccurrence
- Ability to recognize and deal appropriately with sensitive and confidential information
- Handle all required purchase order management activities per the defined process
- End to end management of the operational team, including regular individual reviews, training, performance management, absence management and overall adherence to Strada HR policies
- Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback and share business updates as appropriate
- Management of recruiting the correct Specialists for the team by working with the Recruitment Team
- Manage and monitor timely and accurate time recordings in the time management system
- Keep team informed by conducting effective team meetings
- Communication and enlightenment of team ensuring that business updates, innovation etc is fully understood by the whole team.
- Maintain a professional environment; correct behaviours and enforce the use of business etiquette
- Participates in projects and activities as needed and assigned

Key Criteria to monitor performance
- Adherence to all Security and Compliance procedures
- 100% Attainment of customer SLA agreements
- Adherence to quality standards
- Team Performance within defined standards and customer contracts
- Ability to effectively communicate with all levels within the business

REQUIRED EXPERIENCE

Professional / Job Experience
- Strong knowledge of MS Office tools such as Excel, Word, and PowerPoint
- Flexibility to support a global and fast paced environment
- Attention to detail
- Excellent written and verbal skills
- Self-motivated and a willingness to learn
- Ability to collaborate and work in a team environment, as well as independently while adhering to processes and procedures

Academic Education and Training

Essential
- BA/BS in a business-related field such as Accounting, Human Resources, Business Administration, or equivalent combination of education & experience
- 5-8 years relevant experience administering Payroll or Health & Welfare/Benefits in an HR consulting, HR Outsourcing or Corporate environment.
- HRIS knowledge: Workday, **SAP**, or PeopleSoft knowledge preferred

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