Location: Lisbon

We are looking for a new Site Manager in Lisbon, for one of our finance projects

Our client is a German direct bank, headquartered in Berlin, Germany, offering services throughout Eurozone and the UK.

What you need :

  • Proficiency in English is mandatory
  • 5+ years of applicable contact center operations and management experience
  • 5+ years of client management experience
  • Knowledge of personnel procedures – best practices and legal provisions / requirements (i.e. hiring, training, supervising of employees)
  • Knowledge of government/legally required insurance coverage; basic insurance concepts and terms; requirements in the condominium documents regarding insurance; association insurance policies and the terms thereof; understanding of adequate insurance coverage
  • Has basic accounting knowledge and very good knowledge of government/ legal requirements; budget planning and analysis skills; knowledge and understanding of financial reports; knowledge of related national and local laws; long term and short-term financial planning skills
  • Good understanding and working practice of Customer Service - Helpdesk Support
  • Excellent computer skills
  • Up-to-date on latest versions of the processes and procedures, usage of appropriate tools
  • Proven quality-driven performance
  • Experience in managing large teams
  • Financial or Economic background and specialization
  • COPC Registered Coordinator
  • Background in HR and IT services
  • University degree

You will be in charge of :

  • Develops the business as a service, including standard tools, methodology and approach, as well as partnering with key executives and corporate functions to understand change opportunities
  • Is an active leader in working with business and global process owners in identifying and transitioning processes at global level
  • Understands the company framework and finds the balance between the needs of the site, impact on global costs and development opportunities offered on site, aligned to company strategy and objectives
  • Partners with all Conectys departments (HR, Financial, IT, Facility, Operations) to evaluate and ensure process improvement opportunities, training needs, talent calibration/management, onboarding and succession planning
  • Implements Conectys’ global procedures and processes in coordinated regions and contributes to said procedures and processes by adapting them to the local requirements and by participating in global improvement initiatives
  • Partners with Operations management in support of performance and client satisfaction, enhances business and examines new growth opportunities for program health
  • Collaborates with leadership to align and develop both short and long-term business strategies for the site
  • Coordinates and drives site strategy to management team; provides feedback regarding tactical operations for site including budgeting, goal-setting and managing performance
  • Is responsible for Conectys coordinated sites to be 100% legal compliant with the local laws and regulations
  • Proactively drives and achieves set site performance metrics including consumer satisfaction, compliance, employee engagement and financial objectives
  • Delivers performance management objectives, agreed business plans, budget and targets and reports on both plus and minus factors impacting on the business. In essence, adopts a “no surprises” approach to reporting and leadership
  • Develops and implements site plans, including
  • The purpose, context, objectives achieved and assumptions from which it starts
  • Basic resources, planned costs, profitability oriented
  • Major dependency relations
  • Communication flow on site; * Is responsible for the implementation and execution of the site’s financial plan, by making cost conscious decisions, profit oriented and aligned with the company’s global strategy
  • Effectively provides support and assistance to top management in regards to the operational levers that impact financial performance such as attendance, average hourly rate, billing yield, headcount and attrition in order to optimize revenue

Please use the forms on the right to get in contact with us! Good luck!

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