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Services Director in Madrid


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Job Description

About the position:

  • Strategically lead and develop a senior operational management team in two verticals (Customer Services and Driver Onboarding) to enhance performance by setting clear accountable performance measures.

  • Create a culture and processes which achieve the business goals and objectives with regards to their customer service.

  • Improve Customer metrics and reduction of the cost to serve.

  • Empower and engage the Customer Service and Driver Onboarding teams by identifying and providing feedbacks, team engagement and personal development plans.

  • Enhance the First Call Resolution (FCR).

  • Identify new tools and technologies to better serve the customer and improvements for the business, and present to the Board and senior stakeholders.

  • Track and improve driver performance.

  • Act as the Voice of the Customer/Driver across the organisation.

  • Accountable for ensuring full regulatory compliance and legal requirements, as well as identification of any potential risk issues.

  • Define, negotiate and agree the effective utilisation of resource in line with service specifications, working with, or being responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.

  • Work effectively with all peers and the board/stakeholders B2B, Finance and Marketing to negotiate and influence customer and driver improvements.

  • Drive quality and consistency.

  • Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.

What we’re looking for:

  • At least 3-5 years of experience managing operational customer service teams in a multinational OR, global fast-paced environments. 2-4 years in top-tier consulting firms in the past is a plus.

  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

  • Proven Management and/or relationship management experience at a senior, strategic level role.

  • Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.

  • Able to interpret MI/BI and develop strategy and make recommendations.

  • Demonstrate ability to motivate and communicate with others at all levels.

  • Excellent communication and negotiation skills.

  • Able to adapt and succeed in a changing environment.

  • Evidence of well-developed leadership skills.

  • Fluency in Spanish and English is mandatory. Portuguese is a plus!


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