Operations Manager to Riga, Latvia

Posted 13 February 2024
Discipline Customer Service
Martin Fritjofsson

Job description

We are now looking for an Operations Manager for our client in Riga, Latvia. Are you interested in the Fintech world and want to challenge yourself in the city of IT? Apply today! 

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise. They are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Our client's convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work Institute.

Operations Manager - Your responsibilities

You will manage the performance of project & support to clients (internal and external) and ensure that service levels are achieved. You will also ensure that customer expectations are met or exceeded. As Operations Manager, you are responsible for ensuring that the staff is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. 

Key Responsibilities (% of Time) 

  • Oversee 100% of the Calls. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (25%) 
  • Train, coach and mentor Managers and Team Leads, including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%) 
  • Provide data and reporting of KPI’s and trends to customer and others in ad-hoc, weekly, monthly and as needed. Drive Deep Dive and develop strategies for improvement. Work to make Contact Centre the single source of truth and service delivery channel for Customer. Monitor and manage phone queue (participating in escalated calls as needed). (20%) 
  • Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer experience. Advise management on situations that may require additional client support or escalation. (20%) 
  • Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%) 
  • Manage Project P&L, highlight issue and build action plan if we miss target 

Contact Centre Skills

  • Leadership – leading teams from different departments / Locations to achieve organizational goals. Mange a team of 100+ resources
  • Communication – ensuring that communication is ongoing and effective between different departments.
  • Presentation – Presenting ideas and results to different stakeholders across the business including staff and senior management.
  • Team working – fostering an environment of teamwork to ensure that all products are delivered on time and company goals are met.
  • Initiative – The ability to work alone and take a lead when hurdles arise or when tasks require completion.
  • Planning - staying ahead of the game and ensuring that plans for the future are clearly labelled out for everyone to follow.
  • Problem Solving – adapting to the ever changing environment and reacting quickly to meet challenges.
  • Transformation – Lead large transformation program for Contact Center 
  • Financial Management 
  • Direct annual budgeting and planning process for the project’s annual budget
  • Develop and manage annual budget
  • Oversee monthly and quarterly assessments and forecasts of project’s financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.
  • Managing day to day processing of accounts receivable and payable 
  • Ensure that Accounting Department requests are resolved and communicated in a timely manner to internal and external parties.
  • Develop long-range forecasts and maintain long-range financial plans.
  • Develop, maintain and monitor all fundraising and accounting systems and procedures capturing all pledges, billings and receipts and for the recording of all revenue transactions, recommend and implement improvements to systems.

Qualifications & Requirements

  • Degree in business administration, commerce, management, industrial technology, industrial engineering or similar
  • 2-3 years industry relevant experience in a similar capacity
  • Knowledge and experience in organizational effectiveness and operations management
  • Knowledge of business and management principles and practices
  • Knowledge of financial and accounting principles and practices
  • Knowledge of human resource principles and practices
  • Knowledge of project management principles and practices
  • Excellent computer skills and proficient in excel, word, outlook, and access
  • Excellent communication skills both verbal and written
  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
  • Excellent interpersonal skills and a collaborative management style.
  • Budget development and oversight experience
  • A demonstrated commitment to high professional ethical standards and a diverse workplace
  • Excellent people manager, open to direction and +Collaborative work style and commitment to get the job done
  • High comfort level working in a diverse environment

Is this you? Then we would love to hear from you. Please send your CV and application letter to us as soon as possible. We interview candidates continuously.

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