Senior Operations Manager (m/w/d)

We are looking for an experienced Senior Operations Manager to lead our Essen organization, serving as the primary point of contact for client collaboration, driving project success, and ensuring operational and financial targets are met while fostering a culture of continuous improvement and employee development. Collaboration enhancement with the client as the main POC in representation of the Essen organization. Ensuring achievement of the project and company goals in close cooperation with the TELUS partner management Full accountability over reaching set operational and financial targets. Responsibility over Training, Quality and Operations Delivery Establishing and leading Competence Development Framework ensuring continuous development of Operations and their subordinates Proactively identifying and developing concepts to ensure client oriented solutions Building aligned and collaborative environment within internal units Implementation of the internal procedures ensuring synergies between client expectations and employee satisfaction Disciplinary responsibility for and guidance of the operational managers in the project Advice and support for the operational teams with the aim of increasing client satisfaction by compliance of SLAs, productivity and employee performance (KPI management) Responsibility for reports within the project and implementation of corrective measures Building strong relationship with other department units guarantee clear understanding of the Operations priorities Ensuring process alignment and continuous improvement mentality across all operations

Successfully completed studies in the field of business administration or comparable education At least 5 years of professional experience in the Operations area. Experience in the BPO industry can be considered as an advantage At least 5 years of experience in leading executives Decision making ability with an impact on financials Experience in development of teams and individuals High level of service orientation Analytical, conceptual and solution-oriented way of working Ability to work in fast paced changing environment Excellent English skills (spoken and written, min. C1) Excellent communication and presentation skills

Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture Advanced job opportunities in our citizens growing company Great office at the city center of Essen Positive international working environment Fun Floor with PlayStation, table tennis, and much more Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks Attractive employee referral bonus programs Intriguing and various responsibilities JOBV1_EN