Senior Operations Manager - Lisbon, Portugal

• Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
• Line management responsibility for campaign Operations Managers.
• Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI's.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Management of any campaign migration or new business implementation.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Co-ordination of responses to any client change control requests.
• Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational team's performance.

• Native our proficient English (mandatory)
• Other European language will be a plus
• Four or more year's directly related experience including two or more years Team Management experience.
• Track record demonstrating successful customer relationship management.
• At least 12 months of experience as Operations Manager.
• Strong leadership skills with ability to manage large groups of people.
• Strong verbal/written communication and facilitation skills.
• Strong interpersonal skills.
• Customer relationship management skills.
• Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
• Effective problem solving skills.
• Must hold EU citizenship or valid work permit for Portugal
• Be a local candidate or willing to relocate to Lisbon, Portugal

• Degree in Business Administration/Management or equivalent combination of education and directly related experience.
• Previous relevant experience as Operations Manager

• Availability to travel
• Out-of-hours support

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

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