Ces Operations Lead

**Position Snapshot**

Location: Braga/Lisbon (Portugal)

Company: Nestlé Business Services (NBS)

Full-time/Hybrid Work - 2 days per week at the office (aligned with our current Policy)/100% remote

Fluent in English (add more languages if needed)

**About us**

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

**If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS**

**At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.**

**Position Summary**

The role of a Consumer Engagement Services Operations Lead is to steer the operations to attain outstanding results on all key operational metrics and KPIs, creating and nurturing a win-win partnership with the markets and categories, establishing a sound strategy, with the goal of securing a seamless customer experience.

**A Day in the life of...**
- Build and lead an efficient operation;
- Manage operations to ensure they deliver a seamless customer experience and meet the business objectives;
- Build brand attachment creating visible identification with the Nestlé brands;
- Follow a clear governance with the markets/categories;
- Share best practices and innovation ideas among operations;
- Identify improvement areas at the operations and create a roadmap to track implementation and impact;
- In collaboration with the Performance Lead, constantly benchmark in
- and outsourced activities to challenge both the vendor and the internal operations to raise the bar of quality and efficiency, creating a healthy competition;
- Ensuring that the contact center is adequately always staffed with the right number of agents, and that resources are allocated optimally to meet customer demand;
- Monitor the budget with the help of the dynamic forecast produced by the Workforce Manager;
- Continuously strive to balance cost and quality, evaluating them with key metrics;
- Anticipate the budget impacts on the short and mid-term and roadmap;
- Perform target appraisals and development plans in line with the PDP process, empowering team members to lead their own career development;
- Recognize talents and encourage team members to develop themselves with the available tools (training, job enrichment and networking);
- Participate in recruitment process of new team members, leading interviews and validating new hires with HR;
- Address team members performance and/or behavior issues in a timely and fair way, in line with the Nestlé Leadership Framework.

**What will make you successful**
- Advanced Spoken and Written Knowledge of English;
- Experience in leading Consumer Engagement/Contact Center Operations;
- Experience managing International Stakeholders;
- Ability to influence people and understand their needs and drives;
- Ability to predict and plan future need based on yearly trends, and other factors;
- Act as a brand ambassador.

**What we offer**

Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:

- Development of expertise in Nestlé’s Shared Services Business
- Immersion in a culturally diverse team
- Local and International Exposure
- Flexible working environment
- Engagement and wellbeing activities
- Competitive salary and annual bonus according to your performance
- Meal Card
- Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you
- Make part of the Nestlé Club and get discount in several partners
- Company laptop and other equipment according to professional needs
- Medical Support available at the Office
- E-learning courses and training program to get you where you aim to be
- Career progression and possibilities for International Career