Operations Manager for Financial Software Company Porto, Portugal

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We are looking for a talented and accomplished Operations Manager to be responsible for leading and developing operational teams to ensure the achievement of business objectives service excellence and client satisfaction. This role oversees Team Managers monitors performance against KPIs manages absenteeism and attrition supports training and career development initiatives and promotes a culture of collaboration and continuous improvement.

As anOperations Manager in this project your daily responsibilities will include:

• Line management responsibility for Team Managers.
• Ensure metrics are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meeting with direct reports against KPIs.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Management of any campaign migration or new business implementation.
• To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
• Overall accountability for training development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded and rewarded for outstanding achievements/performance in line with company mission and values.
• Manage client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Co-ordination of responses to any client change control requests.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational teams performance.
• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer-related transaction and improvement plans agreed.
• Preparing analyzing and presenting data to the client as part of monthly performance reviews.
• Action commercial decisions affecting P&L.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tools.
• Ensure integrity and accuracy of financial reporting and analysis on both site and client level.
• Ensure budgeted revenue and EBITDA is achieved by ensuring clients are invoiced for all billed hours.
• With regard to compliance the incumbent: Takes personal responsibility to understand and comply with all company and client security requirements and policies

To succeed in the role you will need to have:

• Native our proficientEnglish(mandatory).
• Evidence of effective interpersonal coaching and leadership skills.
• Excellent telephone keyboard verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective time management.
• Ability to organize and prioritze set priorities and multi-task.
• People oriented.
• An element of gravitas.
• Experience with policy work.
• Early adopter of technology.
• Dependable reliable and able to perform duties with minimum supervision.
• Ability to interact positively with staff at all levels.
• Must hold EU citizenship or a valid work permit for Portugal.
• Availability to work from Porto site.

Education and experience

• 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.
• Demonstrated ability to manage stakeholder expectations drive team performance and support operational excellence.
• Experience coaching and developing teams to achieve sales quality and customer satisfaction targets.
• Stable and consistent professional background within customer service sales or operations environments.
• Strong problem-solving communication and decision-making capabilities with a customer-centric and business-oriented mindset.
• Experience working with cross-functional teams and handling escalations in a professional and solution-focused manner.

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

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Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1