Senior Operations Manager (m/f/d)

We are looking for an experienced Senior Operations Manager to lead our Essen Digital organization.

Overview of tasks:

• Collaboration enhancement with the client as the main POC in representation of the Essen organization.
• Ensuring achievement of the project and company goals in close cooperation with the TELUS partner management
• Full accountability over reaching set operational and financial targets.
• Responsibility over Training, Quality and Operations deliveries
• Establishing and leading Competence Development Framework ensuring continuous development of Operations and their subordinates
• Proactively identifying and developing concepts to ensure client oriented solutions
• Building aligned and collaborative environment within internal units
• Implementation of the internal procedures ensuring synergies between client expectations and employee satisfaction
• Disciplinary responsibility for and guidance of the operational managers in the project
• Advice and support for the operational teams with the aim of increasing client satisfaction by achieving compliance of SLAs, productivity and employee performance (KPI management)
• Responsibility for reports within the project and implementation of corrective measures
• Building strong relationship with other department units ensuring clear understanding of the Operations priorities
• Ensuring process alignment and continuous improvement mentality across all Operations department

What we expect:

• Successfully completed studies in the field of business administration or comparable education
• At least 5 years of professional experience in the Operations area. Experience in the BPO industry can be considered as an advantage
• At least 5 years of experience in leading executives
• Decision making ability with an impact on financials
• Experience in development of teams and individuals
• High level of service orientation
• Analytical, conceptual and solution-oriented way of working
• Ability to work in fast paced changing environment
• Excellent English skills (spoken and written, min. C1)
• Excellent communication and presentation skills

What we offer:

• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
• Advanced job opportunities in our internationally growing company
• Great office at the city center of Essen
• Positive international working environment
• Fun Floor with PlayStation, table tennis, and much more
• Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks
• Attractive employee referral bonus programs
• Intriguing and diverse responsibilities

Documents Required:

• A cover letter explaining your motivation and expectations for the role
• An extended Curriculum Vitae
• Proof of qualifications, such as certificates and references

Become part of our team and apply now!