Operations Manager ? English Speaker

HCL Technologies a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).

Job Description

The Operations Manager is to provide management support, leadership and direction to 1 or more front line managers. This position is accountable for the successful execution of the overall Operations delivery, Transformation & Process Improvement Targets. Requires a sense of urgency, ability to prioritize, excellent communication, problem solving skills, attention to detail, drive to succeed in a focused and process driven environment. Provides operational responsibility for multiple stakeholder relationships and providing leadership in one or more areas of Support / Service Center operations specific to the customer.

Responsibilities

• Lead the EMEA TSOS team, Schedulers and TS Admin role agents with respect to operational SLAs that have been defined in terms of ?level of service? of Emails and phone calls answered and any other SLAs that are defined in the future.
• Partner with the field service organization to achieve Response Time metrics. Keep a close watch on metrics, plan actions for those turning amber or red, define and execute service improvement plans.
• Planning adequate resources to be available for different shifts and days of the week to maximize utilization and productivity. Assist HR with recruiting when necessary for backfill resources or for any ramp up positions
• Setting up weekly and monthly cadence to review performance with internal management and clients. Respond to customer escalations due to services response or equipment reliability (including ?after hours? escalations).
• Undertake Transformation and Process Improvement initiatives / Ideas to their logical closure in order, support all HCL or Client initiated Programs / Improvement projects to meet the Y-o-Y Transformation / Optimization Targets.
• Working as part of a global team, creating global process alignment and optimization.
• Manage people related issues, attendance, leaves, holiday seasons, salary or HR discussions, agent yearly appraisals and other operational challenges that are faced day to day
• Help promote a company culture that encourages top performance and high morale.

Qualifications & Experience

• Post-secondary education BS/BA/BBA or equivalent
• Minimum 10 years management experience in diverse functions with strong exposure to Transformation / Process Improvement Programs
• Excellent oral and written presentation skills
• Excellent customer service orientation using a consultative approach
• Strong organization skills with the proven ability to analyze workload/competing interests and prioritize accordingly
• Highly motivated and dependable

Required Language Thresholds:

• English (C1/C2: Native-Level Fluency)

Skills & Knowledge

• Strategic Thinking: Ability to develop, communicate, and deliver a clear vision. Think strategically and act tactically.
• Results Driven: Ability to prioritize and deliver on strategic plans and objectives.
• Change Agent: Understands how to deliver organization growth by engaging key stakeholders to ensure commitment to change. Open to and adaptable to changing work environment.
• Strong Communicator: Builds consensus through open and transparent sharing and soliciting of information, ideas, and opinions of others. Strong relationship building, influencing and negotiating skills; able to confidently deal with all levels of the organization.
• Collaboration & Relationship buildings: Utilize influencing skills to build internal and external relationships.
• Problem Solving/Decisions: Proven ability to apply rational thinking and sound judgment to analyze and resolve issues.

Benefits and Perks

• Competitive Salary
• Meal Allowance on Card
• Career Progression Opportunities
• Parenthood Program
• Well rounded Health and Life Insurance Packages
• On-site gym: includes indoor pool access, fitness classes, and a football pitch
• Staff Canteen with varied food options and river-facing balcony seating

https://www.hcltech.com/candidate-privacy-notice

Job Types: Full-time, Permanent