Senior Operations Manager – Client & SLA Excellence

Concentrix Lisboa, Unipessoal Lda.; Lisboa; On-site; EUR 55,000 - 75,000; Full time

Job summary

Concentrix Lisboa, Unipessoal Lda. in Lisbon seeks an Operations Manager II to lead and coach a group of Operations Managers and Team Leaders, ensuring service levels, client satisfaction and profitable delivery.

You will drive revenue growth, monitor training, manage performance, and align actions with contracts. Strong communication and a track record of improving processes in a fast-paced environment are essential.

Qualifications

• English C1 level is mandatory.
• Associate’s Degree preferred; 10+ years experience with 2–4 years progressive management.
• Strong ability to analyze and improve processes.
• Proven coaching and development of action plans.
• Change management and adaptability to business needs.
• Work well under pressure with professional demeanor.
• Excellent written and verbal communication.
• Strong organization and prioritization in fast-paced env.
• Experience mentoring and guiding a team.
• Proactive ownership and continuous improvement.
• Customer service orientation.
• Willingness to flexible schedule.

Responsibilities

• Maintain and grow revenue of programs including profitability, margins, billing, seat utilization and retention.
• Ensure programs have proficient training, staff development, and effective employee relations/recognition programs.
• Coach and manage performance of direct reports; plan and assign work.
• Provide leadership to ensure policy compliance and take corrective actions.
• Analyze and maintain Client SLAs; implement improvements.
• Ensure operations comply with active contracts.
• Oversee client relationships; monitor satisfaction.
• Partner with Business Development to expand new business.
• Conduct regular one-on-ones with direct reports.
• Foster positive work environment and handle employee relations.
• Participate in cross-functional meetings to drive improvements.
• Maintain relationships with strategic vendors; stay aware of trends.
• Participate in opportunity reviews and site visits.
• Host business reviews and manage reports; coordinate weekly leadership meetings.

Skills

English C1 level

Leadership

Coaching & development

Communication

Project prioritization

Mentoring

Initiative

Customer service

Change management

Process improvement

Resilience

Education

Associate’s Degree Preferred

Job description

Concentrix Lisboa, Unipessoal Lda. in Lisbon seeks an Operations Manager II to lead and coach a group of Operations Managers and Team Leaders, ensuring service levels, client satisfaction and profitable delivery.

You will drive revenue growth, monitor training, manage performance, and align actions with contracts. Strong communication and a track record of improving processes in a fast-paced environment are essential.