David Kennedy Recruitment is working with a leading business services company specializing in customer engagement and business performance, who is looking to recruit Operation Manager for their Spanish office. 

Position: Operation Manager

Location: Extremadura region, Spain

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Review and maintain client related SLAs
• Revenue generation management
• Business reviews (conduct RCA on KPI’s; Prepare and present weekly, monthly business reviews)
• Establish and maintain relationships with client partners
• People management (capacity planning, attrition, employee escalations)
• Plan and assign work/tasks to subordinates
• Conduct regular one-on-ones with direct reports to review individual performance and performance of their assigned teams to propose improvements
• Participate in cross functional meetings to review information received from operational support functions and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients and consistent performance
• Provide technical guidance to employees, colleagues and/or customers
• Adapts departmental plans and priorities to resolve operational challenges
• Accountable for results in terms of costs, strategies and employees
• Attend business reviews with the client and deliver presentations when needed.

REQUIREMENTS:

• Minimum 7 years’ experience in operational and management roles
• At least 2 years of Progressive Management Experience will be considered as an advantage
• Fluent in English and Spanish, both oral and written (upper-intermediate level, B2)
• Excellent communication and problem-solving skills with a customer-oriented approach
• Demonstrated ability to analyze and improve work processes
• Strong interpersonal, analytical, problem solving, organizational, prioritization and decision-making skills
• Proven experience of managing scaling teams
• Flexibility to work across multiple rotational shifts
• Previous working experience from Call centers will considered as advantage
• Professional and ethical demeanor with ability to take ownership on items and follow through completion
• Ability to effectively present information to internal and external stakeholders
• Ability to plan the workload both for him/her/itself and subordinates
• Ability to make decisions based on policies, procedures and business plan.
• Sense of confidentiality.

BENEFITS:

• Excellent remuneration package based on experience, skills, and performance
• Be part of a dynamic international team with positive and friendly atmosphere
• Guidance and tools to reach your full potential.