Global Head of Operational Excellence

Page Executive; Madrid; Presencial; COP 155.945.000 - 272.905.000; Jornada completa

Descripción de la vacante

A leading recruitment firm is seeking a professional in Colombia to design and implement service excellence strategies to enhance customer experience and optimize operations. The ideal candidate will lead initiatives, promote continuous improvement, and collaborate with senior leadership on operational enhancements. Responsibilities include coaching teams on service quality, analyzing metrics for inefficiencies, and managing transformation projects.

Responsabilidades

• Design and implement service excellence strategies to enhance customer experience.
• Lead cross-departmental initiatives focused on optimizing workflows.
• Promote a culture of continuous improvement.
• Collaborate with senior leadership to align operational improvements.
• Analyze service performance metrics to identify inefficiencies.
• Coach teams on best practices in service quality.
• Champion digital tools and automation to enhance efficiency.
• Ensure compliance with service-level agreements.
• Foster knowledge sharing across service lines.
• Oversee transformation projects.

Descripción del empleo

Job Description

• Design and implement service excellence strategies to enhance customer experience, streamline operations, and improve service delivery.
• Lead cross-departmental initiatives focused on optimizing workflows, reducing service lead times, and increasing operational agility.
• Promote a culture of continuous improvement.
• Collaborate with senior leadership to align operational improvements with business objectives and client expectations.
• Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making.
• Coach frontline and back-office teams on best practices in service quality, process standardization, and change management.
• Champion digital tools and automation to enhance service efficiency and reduce manual effort.
• Ensure compliance with service-level agreements (SLAs), regulatory requirements, and internal quality standards.
• Foster knowledge sharing and operational consistency across service lines and geographic locations.
• Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance.