Job Description
We’re Hiring Operations Manager wo will lead and elevate day-to-day operations in a fast-paced, customer-focused environment. In this role, you’ll drive operational excellence by owning KPIs and SLAs, optimizing processes, and ensuring high-quality service delivery. You’ll lead and develop teams, collaborate with key stakeholders, and continually identify opportunities to improve performance, efficiency, and customer experience. If you’re a strong people leader with a data-driven mindset and a passion for delivering results, we’d love to hear from you.
Key Responsibilities
Operational Management
Oversee and manage day-to-day operations to ensure smooth and efficient service delivery.
Ensure operational processes are executed in line with company standards, client requirements, and regulatory guidelines.
Monitor operational productivity, service quality, and customer experience.
Identify operational risks and implement corrective actions where needed.
Drive process improvement initiatives to enhance efficiency and operational performance.
KPI & SLA Management
Take full ownership and accountability for operational KPIs and SLAs.
Monitor team and operational performance against agreed targets.
Analyze operational reports and performance trends to identify improvement opportunities.
Develop and implement action plans to improve results and close performance gaps.
Ensure consistent achievement of service levels, productivity, and quality targets.
Drive operational performance through effective management, coaching, and accountability.
People Management & Development
Lead, coach, and develop operational staff.
Conduct regular performance reviews, feedback sessions, and coaching activities.
Support employee engagement, retention, and development initiatives.
Manage workforce planning, scheduling, and resource allocation.
Foster a positive, high-performance, and customer-focused culture.
Stakeholder Management
Collaborate with internal departments including Quality, Training, HR, Compliance, and Workforce Management.
Communicate operational updates, risks, and improvement plans to senior management.
Support implementation of new processes, tools, and operational initiatives.
Requirements
Experience & Skills
Proven experience in operations management or similar leadership role.
Strong experience managing operational KPIs and SLAs.
Experience leading teams in a fast-paced customer operations environment.
Strong people management and coaching skills.
Excellent analytical, problem-solving, and decision-making abilities.
Strong communication and stakeholder management skills.
Ability to work under pressure and drive operational performance.
Languages
Strong verbal and written communication skills in English are required.
Fluency in one of the following languages is required:
Finnish
Swedish
Danish
German
Latvian
Estonian
We offer:
A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation
Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe
A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)
Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive
Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards
Private Health Insurance – access full medical coverage for peace of mind
Internet Allowance – monthly support to stay connected while working remotely
Snacks in Office – enjoy refreshments and light snacks to fuel your workday
13th Month Pay – guaranteed bonus equivalent to one-twelfth of your gross annual salary
Complete Government-Mandated Benefits – including SSS, PhilHealth, Pag-IBIG, and others
Up to 20 Days Service Incentive Leave – accrued from Day 1, available after 3 months
We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.
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