Service Delivery Operations , Client Facing

Are you ready to take the reins in a dynamic client-facing role? We're seeking a Service Delivery Operations Specialist - Operations Lead to join our team and make a real impact. Based in a vibrant environment with a competitive salary and a comprehensive benefits package, this position offers the opportunity for growth and development.

Package Conditions:

• Salary: €23,000 annually (x14 months)
• Meal Allowance: €7.63 per day
• Health Insurance
• Flexible Benefits Bonus: €47.92 per month (totaling €575 per year for a complete worked year), to be utilized for employee benefits such as public transportation passes, office and electronic equipment, and acquiring premium health insurance.

Role Overview:

As our Operations Lead, you'll be at the forefront of client engagement, owning the delivery of service and service metrics as per contractual agreements. This role involves managing all aspects of the team's strategy, forecasting, and execution excellence, while fostering a culture of motivation, engagement, and accountability.

Main Responsibilities/Accountabilities:

• Maintain and develop key client relationships.
• Own the delivery of service and service metrics to clients.
• Support quality programs and embed new processes and workflows.
• Drive continuous improvement and value-add initiatives.
• Meet the obligations established within contracts and assess strategic directions.
• Ensure robust process documentation and manage team members' development.
• Resolve serious issues and allocate resources effectively.

Required Skills and Experience:

• 6+ years' experience managing teams in an outsourced/operations environment.
• Management of large teams and multi-party management skills.
• Demonstrated ability to meet SLAs/metrics and manage revenue/financial aspects.
• Strong organizational, multi-tasking, and time-management skills.
• Excellent negotiation, mediation, and conflict management abilities.
• Creativity and change management experience.
• Ability to work in a process-driven, high-demand environment and meet targets consistently.
• Strong communication, interpersonal, and project management skills.
• Proficiency in English is essential.

If you're a proactive leader with a passion for driving results and delivering exceptional service, we want to hear from you! Join our team and be part of a journey focused on continuous improvement and adding value to clients.