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Operations Manager W/ Fluent Level Of English

Location:
Barcelona
Key languages:
  • Fluent level of English
  • Additional languages are a plus
Sector:
Computer Software

Are you looking for growth opportunities as a Manager and being very close to Operations? Do you have a high level of English and experience with people leadership? Are you ready for a new challenge in an international company? Keep on reading as we might have the job for you!

Our client is a multinational provider of human resources management software that helps other companies get great work done faster and unlock a world of opportunities. They were awarded as one of the top companies driven by the diversity of their employees. They cooperate with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. Currently, they are in the phase of intense growth and they look for talented people for their office in Barcelona located nearby the beach.


Main Responsibilities

Define, develop and deploy mechanisms to expedite the service delivery

  • Analyse existing pipeline and backlog, identify opportunities to expedite delivery and utilize existing Implementation resources 
  • Make recommendations for Process changes/Enhancements for more expedient longer term SL delivery
  • Contribute to quarterly forecasting preparation alongside the VP Implementation and CFO

Manage delivery of high quality and timely implementation of Client entities in implementation:

  • To stand as single point of escalation facing the Client for the implementation projects in the SL implementation team.
  • To ensure the implementation of the new client in consolidation Services systems (Reporting, Invoicing, Payroll Process Control, ...) by your implementation team.
  • Supporting your implementation team in fine-tuning the coordination protocol with Partners Managers in triggering, tracking progress and closing the local implementation projects and the service delivery either with companies local teams in countries or with external Payroll providers.
  • To facilitate efficient global implementation of the service across the Client organization for Global clients.
  • To solve potential issues that may prevent the satisfactory and timely completion of the global implementation for clients.
  • Ensure services are provided according to contractual commitment and Service Level Agreements.
  • Ensure optimal transition from Implementation Management team to Account Management team.
  • Organize and establish the right framework to have Implementation Coordinators acting as Single Point of Contact for the Client during the implementation.
  • To optimize and align Global Implementations with Project Office for support and increased productivity.
  • Work closely in the region with sales and network team to build the relationship and establish right framework or processes for SL implementation.
  • Work closely with the countries for business growth and revenue.

Manage the client relationship in order to develop satisfaction and loyalty:

  • Apply implementation methodology in consistency with defined guidelines & processes (Sarbox, CRM, quality criteria, corporate philosophy). Where possible integrate Project Office for better performance.
  • Coordinate and attend client relationship meetings such as operational meetings and client workshops.
  • Coaching Implementation Coordinators to ensure regular client meeting, reporting activity, operational issues as well as asking level of satisfaction of Hub and Partner level.
  • Coach clients on managing their subsidiaries in their organizational transformation efforts during the implementation phase.

Ensure Management Of Client Services For Implementation

  • Organize implementation continuity, and coordinate the implementation workload.
  • Act as escalation point for Implementation Coordinators, Project Office and exceptionally from Partner Managers.
  • Ensure team members are trained to perform implementation tasks at world class service standard.
  • To perform progress meetings with the implementation coordination team, and the operations Manager in order to discuss about team progress, challenges and needs.
  • Coach the implementation coordination team in their development and professional career, supporting development plans defined with Operations Manager and HR Manager.
  • Manage Client implementation services performed by the Implementation Coordinators and ensure delivery excellence.
  • To perform bi-monthly progress meetings with the Implementation´s team members, and quarterly the Manager Operations will be part of the meeting.
  • To prepare Goals & Objectives for the Implementation Coordinators and after accordance with the Manager Operations, communicate to the team members, follow-up and measure the progress
  • Support and conduct activities for IC teams which can positively impact associate engagement and NPS score.

Ensure definition of processes in co-operation with quality and quality assurance Manager:

  • Deploy and apply best processes/practices for all departments for which you are responsible.
  • Participate in definition and optimization of handover processes.
  • Ensure implementation coordinators are trained to use CRM tools, documents and practices.
  • Participate in process reengineering and system enhancements as necessary.
  • Lead and make sure new process or initiatives from central team are executed well in the region within IC team.

Core Skills/experience

  • At least 5 years of experience in client-facing roles being the service provider
  • At least 3/5 years of People Leadership experience.
  • Experience in Project Management/Program Management
  • Ability to resolve customer inquiries and escalated issue tickets within prescribed SLAs.
  • Proven ability to build and manage high performance operational teams.
  • Flexibility in order to quickly adapt with a continuously changing environment.
  • Ability to act as liaison with various internal and external contacts.
  • Good verbal and written communication skills.
  • Ability to analyze and resolve problems through effective customer interface and communication.
  • Ability to prioritize workload, set and achieve goals.
  • Ability to develop and maintain SLAs.
  • Committed to World Class Service.
  • Willing to work Multinational.
  • Open minded.

What’s on offer

  • Permanent contract.
  • Competitive salary.
  • Hybrid working model
  • Benefits package: health insurance, life assurance and other interesting perks.
  • Possibility to grow in an international company.
  • A great working environment with an office located nearby the beach.

What will you learn?

  • Enhance your understanding and implementation of Business Units strategic goals.
  • Oversee the use of standard process workflows by team.
  • To improve your ability to solve problems and deliver solutions quickly.
  • To manage complex projects in companies of different sizes.

Our recruitment process

  • Step 1: Interview with our Recruiter to get to know you better and give you advice on the recruitment process.
  • Step 2: Interview with HR.
  • Step 3: Interview with the Hiring Manager.

Don’t be shy! Just ask your recruiter!

Mireia Huguet

Key languages:
English - Catalan - Spanish
+34638911279
Want to know more about Mireia? Click here!

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