Job Description Role & ResponsibilitiesDevelop and implement strategies to optimize processes, streamline workflows, and enhance productivity.Manage the Vendor on a day-to-day business via their Team Leads with clearly defined objectives and goals of the outsourced Task.Create detailed work instructions that outline the scope of work, tasks to be performed, quality standards, and timelines and prioritization of tasks.
These instructions should provide clear guidance to the vendor on how to execute the processes effectively.Define measurable KPIs that align with the objectives of the outsourcing arrangement, covering aspects such as service quality, productivity, efficiency, and customer satisfaction.Regularly monitor and evaluate performance against these KPIs to ensure accountability and drive continuous improvement.Foster a collaborative partnership based on trust, transparency, and open communication.Establish regular channels for communication and feedback with the vendor to address any issues or concerns proactively.Establish governance mechanisms to oversee the outsourcing relationship and ensure compliance with contractual agreements and service level agreements (SLAs), including regular review meetings, performance assessments, and escalation procedures for resolving issues.Offer training and support to the vendor's team to ensure they understand the company's processes, systems, and quality standards.Encourage knowledge sharing and collaboration to foster a shared understanding of expectations and best practices.Continuously monitor vendor performance against agreed-upon metrics and provide timely feedback.Recognize and reward success while addressing areas for improvement or corrective action as needed.Drive a culture of quality excellence and continuous improvement in their process workforce.Identify potential risks and vulnerabilities in their process, escalate them, and suggest risk mitigation strategies.Control the cycle time of each task, identify problems, and apply appropriate countermeasures.Continuously evaluate and improve processes to ensure maximum efficiency and effectiveness.Collaborate closely with other departments to ensure effective communication and coordination of tasks.QualificationsEducational Background: Bachelor's or Master's degree in Business Administration, Operations Management, Engineering, or a related field.PMP (Project Management Professional) certification or Lean Six Sigma certification is a plus.Fluent/Native level English.Experience: 2+ years of proven experience in process optimization, vendor management, or outsourcing operations.Proven track record in managing third-party vendors and outsourced teams, including defining SLAs, KPIs, and governance structures.Experience in project management, especially in cross-functional and multi-location settings.Technical Proficiency: Strong data analysis skills, with proficiency in data analysis tools (e.g., Excel, SQL, or any BI tools) to interpret data, derive insights, and implement process improvements.Industry Knowledge: Understanding of data privacy and compliance in outsourcing agreements, with knowledge of intellectual property (IP) concepts considered a plus.Ability to thrive in a startup environment—move quickly, think strategically, and execute tactically.Passion for technology and the ability to multi-task, prioritize, and manage time effectively.Additional InformationWhat we offer: A friendly, diverse, and international team.Top-notch Private Health Insurance, fully covered by the company.23 working days of holidays per year, plus local public holidays.Indefinite Contract with reduced working hours on Fridays and every weekday during August.Tax relief/ 'Retribución Flexible' available.Discounts with amazing DIR gyms.A Referral policy with a bonus scheme.A hybrid model with flexible start times, providing fresh fruit, a variety of milk, coffee, tea, and cereals at the office.Monthly after-works and internal events with guest speakers for learning and sharing experiences.We are an equal-opportunity employer and value diversity at our company.
We encourage all applicants, regardless of race, religion or belief, color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.
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