Operations Manager Ii - En C1 - Lisbon

Anonymous; Lisboa; Sur place; EUR 55 000 - 85 000; Plein temps

Résumé du poste

Anonymous is seeking an Operations Manager II to lead and coach a group of Operations Managers and Team Leaders in Lisbon. The role focuses on building client relationships, achieving SLAs, and driving profitability while managing training, staff development, and performance.

The position is full-time and based in Lisbon, Portugal, with responsibilities across program leadership and operational excellence. The ideal candidate will have English at C1 level, a preferred Associate's Degree, and

Qualifications

• English C1 level is mandatory.
• Associate's Degree preferred.
• More than ten years of progressive management experience preferred.

Responsabilités

• Coach and supervise a group of Operations Managers and Team Leaders.
• Maintain and grow revenue; ensure profitability, margins, billing, and seat utilization.
• Oversee client relationships and meet service level agreements; monitor satisfaction.
• Lead organizational development, staff training, performance reviews, and cross-functional collaboration.

Connaissances

English C1

Leadership

Coaching

Communication

Performance management

Formation

Associate's Degree

Description du poste

Job Title: Operations Manager II - EN C1 - Lisbon Job Description The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and/or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Essential Functions/Core Responsibilities Maintain and grow revenue of program(s);
responsible for profitability including revenue, margins, billing, seat utilization and retention Ensures program has proficient training, staff development, and effective employee relation/recognition programs Selecting, training, developing, and managing performance of direct reports and their associates;
including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards;
define and implement any corrective actions needed to meet operational performance Analyze and maintain all Client Service Level Agreements;
implement improvement plans as needed Ensure that the operations is in compliance with active contracts Oversee client relationships;
facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction Partnering with Business Development to leverage and expand new business from client(s) Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support Create a positive work environment through employee engagement;
resolve employee relation issues in a professional and timely manner Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.E. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming events Candidate Profile English C1 level (mandatory) Associate's Degree Preferred with more than ten years of experience (with two to four years of Progressive Management Experience ) preferred Demonstrated ability to analyze and improve work processes;
establish a course of action for self and others to accomplish specific goals Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback Demonstrated ability to implement Change;
flexibility to quickly adapt to changing business needs Work well under pressure and follow through on items to completion while maintaining professional demeanor Excellent communication skills, both written and verbal.

Ability to effectively present information to internal and external associates Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrated ability to mentor, coach and provide direction to a team of employees Demonstrated ability to take initiative and ownership with focus on continuous improvement Demonstrated ability to foster customer service disposition and sense of professionalism for self and team Willingness to work a flexible schedule Career Framework Role Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units.

Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements;
may have budget responsibilities.

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