Information

  • Sector: Customer Service
  • Contract: Full time

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Client Operations Director - Barcelona

Spain » Barcelona

Job description:

Description

We are looking for an experienced and strategic Client Operations Director to lead, develop, and optimize our client service operations. This role involves managing a team of Client Operations Managers and Team Leads, overseeing operational performance, financial management, and fostering strong client relationships. The Client Operations Director plays a key role in ensuring smooth business operations, driving process improvements, and aligning the team with company goals. This position is ideal for a leader with a passion for service excellence, people management, and operational efficiency. Key Responsibilities 1. Client & Project Management Oversee multiple client accounts and ensure operational excellence. Maintain strong client relationships through regular communication and business reviews. Ensure projects meet Service Levels (SLAs) and Key Performance Indicators (KPIs). Identify and implement process improvements to enhance client satisfaction and efficiency. 2. Operational Performance & Compliance Drive operational effectiveness by analyzing and optimizing workflows. Ensure business operations align with company standards and client agreements. Monitor compliance with industry regulations, including ISO 27001:2013 and PCI-DSS 3.2. Oversee reporting processes and ensure accurate data analysis. 3. Financial & Budget Management Manage project P&Ls and ensure financial targets are met. Adjust operational budgets to promote profitability. Provide financial and performance reports to senior management. 4. Leadership & Team Development Lead by example, fostering a positive and proactive working environment. Develop and mentor Client Operations Managers and Team Leads. Encourage a culture of continuous learning and performance improvement. Ensure smooth onboarding and training processes for new hires. 5. Strategic Growth & Business Development Contribute to strategic planning and execution of company-wide initiatives. Identify new opportunities to enhance business operations. Drive innovation in service delivery and client management.

Requirements

Profile:✔ Proven leadership experience – Ability to lead and inspire teams in an operational setting. ✔ Fluent in English and German ✔ Strong analytical mindset – Experience in managing KPIs, financials, and operational metrics. ✔ Excellent problem-solving skills – Ability to find effective solutions to operational challenges. ✔ Strategic thinker – Capacity to see the bigger picture and drive long-term improvements. ✔ Outstanding communication skills – Ability to manage relationships with internal teams, clients, and stakeholders. ✔ Flexible and adaptable – Ability to navigate a fast-paced and evolving work environment. Nice-to-have: ✅ Experience in contact center operations. ✅ Knowledge of industry best practices and compliance standards. ✅ Background in business process improvement and change management. 

Offer

What We Offer A leadership role in a dynamic and growing company. A hybrid working model with office flexibility. Opportunities for professional growth and career development. A collaborative and supportive work environment. If you are a results-driven leader with a passion for operational excellence, we’d love to hear from you! Apply now to join our team! 

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