Senior Operations Manager

hace 1 semana


Madrid, Madrid, España Domestic & General Group A tiempo completo

Job Summary:

We are seeking a highly experienced Senior Operations Manager to lead our EU Growth Markets division. This role will be responsible for overseeing the planning and execution of our operations across multiple countries, ensuring service excellence and meeting performance targets.

About the Role:

This is an exceptional leadership opportunity that requires deep expertise in managing large-scale operations, optimising processes, and enhancing customer experience. The ideal candidate will have experience in a senior operations role, managing large multi-national/location call centre operations, both sales and service, including 3rd party BPOs.

Key Responsibilities:

  • Oversee operations for the Growth Markets region across multiple countries
  • Define short-mid-long term strategy across the Growth Market Operations
  • Manage resourcing and performance of contact centres and implement strategies to improve customer satisfaction and operational efficiency
  • Analyse performance metrics and drive continuous improvement initiatives
  • Lead and develop a high-performing team and foster collaboration across departments and geographies

Requirements:

The successful candidate will have:

  • Deep expertise in managing large-scale operations, optimising processes, and enhancing customer experience
  • Experience with people/change management and driving a flexible multi-skilled workforce
  • Strong influencing skills across multiple geographies and proven ability to work successfully in fast-paced matrix organisations
  • Experience in a senior operations role, managing large multi-national/location call centre operations, both sales and service, including 3rd party BPOs
  • Proficient in English and ability to speak either Spanish, Italian or Portuguese is advantageous

Salary: €120,000 - €150,000 per annum (dependent on experience)

Location: Madrid/London



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