Operations Manager

at  Edenred

Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Are you a leader with a passion for well-being? Do you get excited by analysing & improving processes and optimizing the quality & efficiency of operations? If so, you might be the Operations Manager that Edenred Finland is looking for.

YOUR ROLE

We are looking for a customer focused yet tech-savvy Operations Manager to join our Customer Experience team to ensure and lead high quality operational excellence for all Edenred’s services.
You will lead, motivate and coach highly professional operations team which serves as 2nd line of support to all Edenred customer groups, handles business critical tasks, operates, monitors & maintains services to the agreed quality & service level. Operations Manager also manages all our operational suppliers, including card, voucher and integration partners.
You will independently drive various initiatives and work actively in cross-functional teams and projects. You have essential role in our process development and act as an owner of main operational processes. You will also support locally operations related privacy and compliance requirements.

Your main responsibilities are

• Lead, support and coach operations team
• Ensure efficiency and high-quality operational models for Edenred Finland, including process development, documentation and clarifying decision making in operative cases
• Provide operational information and recommendations for projects as well as for strategic and tactical planning
• Align and implement operational KPI’s and processes with Edenred Finland strategy including setting targets to team, follow-up and reporting
• Ensure business critical daily operations and monitoring services with your team and key stakeholders (internal and partners)
• Support customer care and sales in complex customer case solutions; foster efficiency and high quality to meet and improve operations KPI’s and customer experience
• Work actively with IT and product organization to ensure high quality and smooth handover from development to production
• Foster digitalization, simplicity, automation and data driven models in processes
• Actively take part or lead incident investigations, problem management and root cause analysis
• Lead operative partners (card and voucher processes, integrations, stock, packing and shipping)
• Actively communicate within the organization and your team making sure that necessary information is openly shared and noticed by stakeholders

We offer you unique, entrepreneurial key-position in Edenred Finland with connections to international Edenred Group. You will have opportunity to drive success, CX and growth of Edenred’s business by improving and ensuring our operational excellence.

You will succeed in this role if you have:

• 5 years’ experience of leading operations, product or customer support team or relevant role in fast-pace matrix organization
• A strong cooperation, communication and interpersonal skills to enable effective working in cross-functional teams and leading team of highly professional experts
• Passion for customers and excellent CX
• Tech-savviness: You enjoy learning tools and working with new technologies and you are used to work closely with IT, product owners and development teams
• Data-driven approach to decision making wherever possible and ability to make suggestions, recommendations and forecasts based on data
• Can do – attitude with proactive and results-driven mindset and ability to embrace uncertainty and display a high level of adaptability
• Great communication, listening and relationships building skills. Exceptional written and verbal skills both in Finnish and English
• Experience in Service Management (ITIL best practices, MOF guidelines, ISO/IEC 20000 standard, or similar) and process development
• Experience of implementing or applying incident management, problem management, root cause analysis, and continuous improvement
• Willingness to learn and openness to accepting feedback, generously giving it in retur