Operations Director

Operations Director

Job Description

The Operations Director is responsible for
- level relationship management and acts as a client liaison during delivery of a full range of commercial business activities in support of one or more programs. This position works closely with senior leadership in managing the
-
- day operations of the business and assumes full profit and loss (P&L) accountability for the program. The ideal candidate will have experience in different services within the BPO space (CS, Content Moderation and/or Sales for e. g. )

Essential Functions/Core Responsibilities

• Maintains client satisfaction, client communication, and the overall management of the client relationship
• Partners with the delivery team to execute on contract terms and conditions and to ensure
  - time delivery of projects that support the client’s business
• Delivers the targeted financial results of the program
• Analyzes data to accurately forecast and manage operational performance, financial results, and resource requirements
• Oversees all contracts associated with customer and third party vendors. This includes negotiating contract terms for the customer & third party vendors as appropriate, managing executed contracts, and tracking milestones and financial commitments
• Leads integration of a
  - business/cross-functional organization into a seamless team that is united to deliver the client’s solution
• Assesses resource costs, utilization, assumptions during budget/business planning cycle and develops resource management and staffing plan for program(s)
• Directs effective communication throughout the organization at all levels and across all facets of the business
• Works closely with sales to identify additional revenue opportunities with current clients

Candidate Profile

• Degree in related field and over 10 years of relevant experience preferred with minimum 1 experience at AD/D level within the BPO industry
• English Fluency is mandatory
• Expert in communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates
• Proven ability to lead and organize
  - disciplinary projects and initiatives in a
  - paced and
  - oriented business environment with industry impact
• Proven ability to champion significant projects, programs, and business initiatives using creativity and ingenuity
• Mastery of the organization's business operations and industry. Externally recognized as subject matter expert on emerging trends and industry practices
• External Thought Leader with proven ability to significantly influence
• Exceptional ability to comprehend, analyze, and interpret

Career Framework Role

Is recognized as an external thought leader within strategic function or discipline. Influences the strategy to address internal or external business and regulatory issues. Proactively identifies, defines, and solves the most complex problems that impact the management and direction of the business. Significantly influences functional strategy; may participate in the development of the product or division strategy. Leads multidisciplinary projects or initiatives. Progression to this level is typically restricted on the basis of individual capabilities and business requirements.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

PRT Lisbon - Av. Mediterraneo, N°1

Time Type

Full time

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Job ID: R1681319