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HEAD OF OPERATIONS (DIRECTOR LEVEL) - CS & SALES OPS

São Paulo - São Paulo

Descrição da oferta de emprego

The Head of Operations is part of the management team and reports to the Director of Operations. S/ He is responsible for the CS, Sales and Client Operations Brazil unit both internal and outsourced operation. Holds a key role in ensuring operational excellence by applying a strong operational strategy, driving efficiency through initiatives and delivering scalable results.Responsabilities● Owns and oversees the overall resource and headcount allocation on a functional level.● Sets, allocates, and monitors budget and costs.● Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of CS, Sales and Client Operations operations.● Responsible for managing BPO providers contracts and deliverables.● Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.● Drives process improvement initiatives within the operation and collaboratively with other areas.● Drives scalability of CS, Sales and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.● Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy .● Strives for service innovation by analyzing competitors and being up to date with industry trends.● Ensures correct CS, Sales and Client Operations data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).● Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.● Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.● Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.● Inspires others and nurtures commitment to Kaizen’s vision, values, purpose and direction.-This is a in-office position, located in Pinheiros - São PauloRequirementsAt least 10 years experience in a relative position in operations management (internal and/or outsourced) using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others.Solid experience in managing, motivating and developing high performing individuals and large scale, diverse teams.Superb organizational, communication and interpersonal skills.Proven track record of analytical skills combined with effective decision-making capabilityPassionate about operations, with a data-driven approach and the ability to succeed in a dynamic environmentAvailable to travel as the role requires occasional face to face meetings with colleagues or to visit partners and/or 3rd parties.Fluent English
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Detalhes da oferta

Empresa
  • Grupo Hub
Localidade
Endereço
  • Indeterminado - Indeterminado
Data de publicação
  • 20/12/2024
Data de expiração
  • 20/03/2025
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