Requisition ID : 84341
We know that it is our people that make the difference. At the heart of how we work, it is our drive to embrace change and to always find ways to do things better.
What do we need? An Operations Manager willing to share expertise, experience, resources and an exceptional person who creates, develops and implements innovative ways to achieve results.
A passionate person, who wants to create impact, coaching and leading people to achieve excellence and ultimate service delivery.
Someone who enjoys structured analyses, to lead teams, optimize operational procedures, knows all about planning, scheduling, measurement of services and delivery against the agreed levels of service and is always seeking to proactively improve services for the benefit of the company and the customer.
What will you find in Majorel? Remarkable people working to deliver the best results and always finding their way to achieve and improve in a fast-paced environment facing continuous changes!
Would you consider to be part of our amazing team as our next Operations Manager ? Majorel is waiting for you!
Who we are :
We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.
Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement.
We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
We serve customers across the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages.
We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.
Our mission :
We create amazing customer experiences that people value and we are proud of.
By combining talent, data, and technology.
We deliver real impact for our partners.
We are driven to go further.
Your experience & skills
Proven work experience as Operations Manager, supervision and operation tools
Knowledge of organizational effectiveness and operations management
Experience budgeting and forecasting
Familiarity with business and financial principles
Very good analytical skills, productivity / service reports / service ratios
Customer service-orientated and a high focus on customer satisfaction
Leadership ability, experience in team management, ability to motivate and coach team members
Outstanding organisational skills
Degree in Business, Operations Management or related field
Excellent communication skills & high focus on customer satisfaction
Very good English skills
Encourage employees to improve
Motivate and support performance
Encourage open dialogue and cooperation (problem solving)
Get results (leadership, decision making, assuming responsibility, tolerance to pressure)
Design and communicate purposes and strategies
Produce value for the client
Enable creative environments
Value innovative and creative talent
Assume ethical criteria and values (Reliable, Integrity, Equity and Objectivity)
Take on social responsibility
Your responsibilities :
Ensure operations are carried on in an appropriate, cost-effective way.
Improve operational management systems, processes, best practices and help the organization’s processes remain compliant with both company and client needs.
Formulate strategic, operational objectives by evaluating daily key performance indicators and developing improvement needs.
Promote, coordinate and support the work and performance of the team ensuring that they perform the tasks and perform appropriately by ensuring their profitability and productivity.
Provide the collaborators with the tools and resources necessary for the proper functioning of the service.
Motivate, encourage and get the involvement of the members of his / her service, guaranteeing the professional and personal development of the team.
Guarantee the correct relationship with the transversal areas of the Platform and the Company.
Plan and design the resources and tasks necessary to ensure the Service operation, within the parameters of the expected profitability.
Ensure the productivity of the teams by effectively managing the critical success factors defined such as : performance, deadlines and results, etc.
Examine financial data and use them to improve profitability through measurements, reports and forms that ensure such monitoring.
Forecast requirements and managing a budget; schedule expenditures and managing cost ; analyze variances; initiating corrective actions.
Plan effective strategies for the financial well being of the company.
Keep the Client (partner) and the Person Responsible for the operation of the Service informed at all times.
Encourage a close and trusting relationship with the client, making win-win oriented decisions and ensuring profitability for both companies.
Develop the appropriate tasks in commercial matters to continue growing in the market, taking advantage of the experience and knowledge acquired, by being proactive when it comes to raising ideas, challenges and solutions.
Take tactical decisions in case of unforeseen contingencies, by being proactive when it comes to providing solutions and improvements to the Service.
Any other function that is considered relevant and necessary in the business.
This position requires the use of confidential information according to its responsibility and duties and must be adapted to the good use manual of the information systems
Our offer :
Competitive salary conditions
Development / wellbeing related classes (these vary throughout the year, ask for further details), partnerships / discounts and year round events and fun competitions
Excellent reputation as responsible employer with presence in Portugal for more than 50 years
Stable multinational company with long term local growth
Modern work environment at an attractive location with excellent public transport connections
An international environment employing people from different nationalities and cultures