Global Head of Operational Excellence

Michael Page; Madrid; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A leading financial services multinational seeks a professional to design and implement service excellence strategies aimed at enhancing customer experiences and operational efficiency. The role involves leading initiatives to optimize workflows and promote continuous improvement while collaborating with senior leadership. The ideal candidate will have experience overseeing transformation projects, ensuring compliance with SLAs, and fostering a culture of operational consistency across locations.

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 service efficiency.
• Ensure compliance with SLAs and regulatory requirements.
• Foster knowledge sharing and operational consistency.
• Oversee a portfolio of transformation projects.

Descripción del empleo

Overview

Leading financial services multinational; Ambitious change initiative.

Responsibilities

• 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.