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Operations Manager - English Speakers Madrid
- Ref: 2328827
- Page Personnel
- Hace 3 horas
Jornada Completa - Contrato Indefinido - Retribución sin especificar - No se requiere experiencia
Multinational Company, belonging to the insurance sector, seeks a Customer Service Manager. This individual will have a series of Team Managers reporting directly to him/her and a total organization of approximately 150 indirect reports. This person will also act as the process manager and will be the end-responsible for his/her process (managed out of 2 locations).
Duración de la oferta: hasta el 06/07/2018
if you are bilingual in english, have 5-8+ years' experience leading people in a Call Center, This is your job! Descripción de la oferta * Provide regional operations focus while building globally scalable workforce & process solutions. Leverage & integrate global functions, process & resource capabilities. * Partner up with your peers and direct reports (based in other locations) building mutual confidence and respect, building bridges with your key stakeholders. * Strengthen and manage the linkages within Global Service Operations and across functional areas as well as with key matrix areas including Sales, Network, Underwriting, IT and Finance. Serve as a key partner with client facing sales, onboarding, service & escalation management. * Drive Operational excellence through process improvements. Champion organizational change efforts, philosophies and initiatives. * Formulates, communicates, and drives achievement of Key Performance Indicators - Operations workforce, production & performance management coupled with specific focus on the voice of the customer and the employee * Develops and implements new solutions and operational processes in order to ensure optimization and compliance with established organizational metrics, government standards, and regulations. * Recruits, develops and mentors regional leadership team so that they are skilled and effective in leading the efforts of others. Continuously develops associates, both personally and professionally, through leadership and coaching. Fosters a cohesive environment to ensure teams across locations are connected to the business strategy. * Drive, influence and be highly collaborative with regional peers; drive efficiency, process improvement, etc. * Directs company values and ensures they are incorporated into the development, management, and performance of the team. Perfil del candidato * B.A. degree, Masters preferred, or equivalent experience. * 5-8+ years' experience leading people to deliver complex cross-functional projects in Operations. Experience in insurance industry is a plus. * Advanced/proficient in written and spoken Business English. French and German are a plus. * Solid knowledge of operational processes and customer services. * Advanced knowledge of Microsoft office - and own IT- applications. Oferta de empleo * Location: Pozuelo de Alarcón, Madrid. * Salary: 60.000 -70.000 euros/year + 10% variable + Social Benefits. * 20-40% international travel required (mainly to Greenock, Scotland).
*Location: Pozuelo de Alarcón, Madrid. *Salary: 60.000 -70.000 euros/year + 10% variable + Social Benefits. *20-40% international travel required (mainly to Greenock, Scotland).
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