Operations Manager to Riga, Latvia

Posted 13 February 2024
Discipline BPO
Martin Fritjofsson

Job description

The Operations Manager in Riga, Latvia, is responsible for overseeing daily operations, ensuring efficiency, and maintaining high standards of service. Key responsibilities include managing staff, optimizing processes, and implementing strategies for operational excellence. The role requires strong leadership, analytical skills, and experience in operations management. 



Role Overview:

We are seeking an experienced and dynamic professional for the position of Manager for our customer service Process based in Riga. The ideal candidate should have a minimum of 12 years of relevant experience in BPS Voice/Non Voice processes. This role requires strong leadership and team management skills, along with a solid understanding of voice/non voice processes in the customer service domain  


Key Responsibilities (% of Time)

  • Lead and manage a team within the Voice/Non Voice, ensuring operational excellence and adherence to quality standards.
  • Oversee day-to-day operations, client relationship management, issue resolution, and process optimization.
  • Utilize extensive experience in Financial Technology BPS Voice/Non voice processes to enhance team performance.
  • Collaborate with cross-functional teams to drive process improvements and meet client expectations.
  • Ensure effective communication within the team and foster a collaborative work environment. 
  • Prepare and present for weekly/monthly reviews with internal and external stakeholders 


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

  • Minimum 12 years of relevant experience in BPS customer processes.
  • Graduation or equivalent degree.
  • Multi Geo experience preferred
  • Strong team management and excellent communication skills.
  • Comfortable working in Noida.
  • Strong stakeholder management skills
  • Understanding of cryptocurrency is preferred.
  • Comfortable working in rotational 24/7 shifts and offs
  • Preferred BFSI customer service experience
  • Pref PNL exposure 


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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