Chief Operating Officer
Madrid, Community Of Madrid, Spain
• Leads operations, IT, and business improvement functions in the delivery of business strategy, goals and objectives• Responsible for delivery of high quality, cost effective operational support to help drive process control and leading levels of client satisfaction• Leads, directs and motivates direct reports in the end-to-end client service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of Associates to meet current… Show more • Leads operations, IT, and business improvement functions in the delivery of business strategy, goals and objectives• Responsible for delivery of high quality, cost effective operational support to help drive process control and leading levels of client satisfaction• Leads, directs and motivates direct reports in the end-to-end client service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of Associates to meet current future requirements• Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted• Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team as a whole. • Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client retention. Works closely with the service team managers to establish the areas of client service that need to be measured in order to maximise the opportunity for achievement of overall objectives• Leads the delivery of standardised policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively• Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of cost reduction and service delivery improvements• Builds and manages relationships with external partners and suppliers, to align perceived and actual levels of service to all clients• Supports the overall operational governance and decision-making process for Spain• Portfolio Management• Key Account Management• Process Automation Show less
