FinTech Operations Leader – Porto

Sitel Corp.; Porto; Híbrido; EUR 65 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance

Growth opportunities through programs

EverBetter wellness program

Job stability

Life-long skills and experience

Excellent work culture

Resumo da oferta

Sitel Corp. in Porto, Portugal, is seeking an experienced Operations Manager to lead and develop operational teams, drive KPI achievement, and ensure client satisfaction in a fast-paced financial software environment.

You will line-manage Team Managers, oversee performance reviews, manage attendance and attrition, and coordinate client requests, change control, and monthly performance reporting while safeguarding P&L and compliance.

Qualificações

• Proven and mandatory experience in sales, with a strong track record in client engagement, revenue growth, and commercial performance.
• Experience in a customer operations environment, ideally within fast-paced and KPI-driven organizations.
• Previous experience in operational management, team leadership, or supervisory roles is mandatory.

Responsabilidades

• Line management responsibility for Team Managers.
• Ensure metrics are consistently achieved and address shortfalls.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPIs.
• Manage absenteeism and attrition across all Teams.
• Oversee campaign migration or new business implementation.
• Ensure actions from Employee Satisfaction surveys are implemented and reviewed.
• Train, develop and mentor direct reports for skills expansion.
• Coordinate information requests and timely delivery to clients.
• Respond to client change control requests.
• Ensure client satisfaction surveys are undertaken and action plans implemented.
• Handle client escalations relating to the Operational team’s performance.
• Track client satisfaction and complaints and implement improvements.
• Complete process audits quarterly for each customer transaction.
• Prepare, analyze and present data to the client as part of monthly performance reviews.
• Take actions affecting P&L and revenue outcomes.
• Ensure forecasts and work schedules are accurately completed using client data.
• Maintain integrity of financial reporting and analysis at site and client level.
• Ensure budgeted revenue and EBITDA is achieved by invoicing billed hours.
• Adhere to security requirements and policies.

Conhecimentos

Leadership

People management

KPI tracking

Native English

Stakeholder management

Budgeting

Descrição da oferta de emprego

Sitel Corp. in Porto, Portugal, is seeking an experienced Operations Manager to lead and develop operational teams, drive KPI achievement, and ensure client satisfaction in a fast-paced financial software environment.

You will line-manage Team Managers, oversee performance reviews, manage attendance and attrition, and coordinate client requests, change control, and monthly performance reporting while safeguarding P&L and compliance.