Operations Lead (Remote in Portugal)

at  Otonomee

ABOUT US

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

ABOUT THE ROLE

Job Title: Operations Lead
Location: Remote in Portugal
Terms: Permanent Contract / Full-Time 40h weekly

ABOUT THE ROLE

We are looking for a Operations Lead to manage and support our partner OURA. We are looking for someone with leadership qualities. Your role as a leader will look to inspire people to do their best and to create a great relationship with our partners. Within your team you should be able to create an environment that is built on open communication, trust, creative thinking, and team effort.
The Ops Lead will be responsible for delivery operations and meeting targets relating to the Clients contact and service delivery requirements along with improving and developing the team. This will include day-to-day responsibility for managing relationships with senior client management and internal stakeholders and ensuring the operations delivers the required performance and being committed to delivering a great customer experience.
This is a permanent work from home role but there is an expectation that, where necessary, the Ops Lead will travel to meet some partners.

WHAT YOU’LL BE DOING

• Working as a key point of contact for our partners, attending partner meetings and working with the team to ensure we deliver to contracted requirements.
• Ensuring the effective allocation of resources to deliver the department’s services and activities.
• Ensure all relevant documents and material is maintained and updated.
• Create weekly, monthly and quarterly operational and business reviews and submit to the client, provide a valuable contribution to review meetings and strategy sessions.
• Taking ownership of weekly, monthly, and quarterly deliverables for internal and external stakeholders, ensuring the quality of outputs are in line with the agreed SLA’s.
• You will be responsible for managing and developing employees within the department. This includes ensuring that employees are clear about expected standards of performance, motivated, and professionally developed.
• The development, monitoring and review of policies, processes, and procedures, including further development ensuring activities are delivered consistently within agreed timelines.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets!
• Actively look for opportunities and improvements for development and Be innovative, share ideas and drive improvement in Process, People and Technology.
• Liaise clearly and confidently with all internal and external stakeholders to plan, agree, schedule, and deliver best practice.
• Deal with any escalations to ensure a positive resolution for the customer.
• Assist in interviewing, hiring, and training new candidates.
• Manage and lead individual project work to ensure it meets strategic objectives.
• Manage and lead department projects and initiatives as required, ensuring they meet strategic objectives and implementation is achieved on time.
• Manage contract change control, budgets and billing including regular and accurate forecasting and call out of financial risk at appropriate times.