Descrição da Função

Adecco Recruitment is hiring an Associate Director (M/F) for a multinational management consulting, information technology, and outsourcing company in Oeiras.

Job Profile Summary

Oversee all work delivered through a global, regional, or center service delivery operation, including managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, and met operational and financial commitments. Support the sales process, as needed, by participating in the solution design.  Support sales opportunities and delivery of the solution by leveraging the Companys full capabilities. Build client relationships in collaboration with the Client Account Leadership team. Lead the service delivery strategy across one or more client portfolios.  Manage service delivery quality and cost. Plan, deliver and execute one or more projects and programs for the Company or its clients, ensuring appropriate resources are mobilized and programs/projects/portfolios meet operational, contractual, and economic commitments.

Job Description

EMEA Delivery Lead for a team of 2500 people, located across multiple sites in Europe. The role is based out of Lisbon for Trust & Safety EMEA Lead.

• Manage end-to-end operations for client deals and delivery capabilities for a complex offering;
• Own service quality, cost, and leadership of delivery teams;
• Contribute to solution development, growth and sales;
• Monitor delivery of a program, project, or managed service;
• Work with project managers to determine project plan, timeframe, and estimates;
• Manage workload to ensure even distribution of responsibilities;
• Ensure tasks and deliverables are in accordance with the statement of work and service level agreement;
• Monitor delivery performance and quality using metrics and status reporting;
• Communicate across multiple stakeholders to manage expectations, accountability and impact;
• Address performance issues and implement continuous improvement plans to achieve project targets and SLA commitments;
• Manage people engagement, recruiting and staffing to optimize delivery targets;
• Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution globally;
• Involved in setting strategic direction and establishing short long term goals for client projects;
• Interact with senior management at client and within the Company across locations, including negotiating or influencing significant matters;
• Broad latitude in decision making and determining objectives and approaches to critical projects;
• Manage large global teams and work efforts at client and the Company locations;
• Monitor forecasted and actual service levels proactively to ensure noiseless delivery;
• Assume responsibility for oversight of planning of financials;
• Oversee processes and establish best practices, policies, and guidelines as well as being able to take initiative in adapting these to ever changing organizational needs;
• Drive organizational changes globally;
• Key contact point to work with other internal functions;
• Escalation point for all verticals;
• Drive Insights, innovation governance and issue risk management;
• Drive process changes and provide regular updates as per client reporting requirements;
• Resource management and people development.

Basic Qualifications

• Minimum 15 years of experience in a client facing role;
• Minimum of 12 years of team management experience;
• Minimum 12 years of experience managing teams in an outsourced operations global and multilingual;
• Management of large teams upward of 1500 people;
• Multi party management i.e. subcontractors, client, other vendors etc.

Preferred Qualifications

• Bachelors degree;
• Experience designing, implementing, and running service and support model;
• Experience in the social media industry;
• Content moderation experience;
• Outsourcing operations experience;
• Experience leading a global team;
• Experience with workforce management tools or systems.

Professional Skills

• Strong customer service focus, ability to manage a large team to include management of supervisory personnel;
• Ability to convert opportunities into solutions;
• Ability to work in a fast paced and deadline driven environment;
• Proven ability to build, manage and foster a team-oriented environment;
• Proven ability to work creatively and analytically in a problem-solving environment;
• Excellent communication written and oral and interpersonal skills;
• Excellent leadership and management skills;
• Experience in developing establishing processes and enforcing adherence to processes policies;
• Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.;
• Ability to quickly become proficient in client processes and related systems;
• Demonstration of ability to meet SLA s metrics;
• Revenue financial management;
• Strong communication skills;
• Excellent negotiation, mediation and conflict management skills;
• Excellent business acumen;
• Creativity focused on cost reduction & service improvement opportunities;
• Change management experience;
• Service focused with ability to meet targets on a continuing basis;
• Ability to be flexible and work analytically in a problem solving environment;
• Excellent communication written and oral and interpersonal skills;
• Strong supervisory, coaching and project management skills;
• Proven record on continuous improvement.