Director of Operations Excellence

Há 7 dias

Lisboa, Lisboa, Portugal Michael Page Portugal Tempo inteiro

Company Overview
Michael Page Portugal is a leading recruitment agency, offering expert services to companies and candidates alike. Our mission is to deliver exceptional results through our dedicated team of professionals.

Job Description
We are seeking a Senior Operations Manager to join our team in Lisbon. The successful candidate will oversee and optimize operations within the Debt Management Plan Department, managing a team of around 100 staff. Key responsibilities include enhancing customer service, implementing digital communications, improving financial collections and cross-sales, and ensuring compliance with UK financial regulations.

Key Responsibilities
The Senior Operations Manager will lead and develop a high-performing team while fostering a collaborative hybrid work environment. They will drive process optimization, focusing on efficiency, automation, and business growth, particularly in collections, cross-sales, and digital customer experience. The role includes overseeing customer service excellence, leveraging technology for operational improvements, and ensuring compliance with regulatory requirements.

Requirements
To be successful in this role, you will need:

  • Fluency in written and spoken English (C1/C2)
  • 5+ years of experience in a senior operations management role with a focus on at least one of: customer contact centres; financial collections, customer advice or sales;
  • Experience in a financially regulated environment and delivery of new digital customer communications initiatives is desirable but not essential;
  • Proven experience in leading, developing and maintaining a high-performing team;
  • Excellent communication and interpersonal skills and the ability to effectively communicate with all levels of the organisation;
  • Strong analytical and problem-solving skills with the ability to analyse data, identify trends, and make data-driven decisions and contribute to strategic business planning;
  • Strong project management and organisational skills with the ability to prioritise tasks and meet deadlines;
  • Proficiency in Microsoft Office Suite and CRM systems;

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