Role Title: Director of OperationsLocation: Madrid/LondonContract Type: PermanentReporting line: President, Growth MarketsClosing Date: 2nd JanuaryWe have an exceptional opportunity for a Director of Operations to join our Growth Market Division.
This role will report into the President, Growth Markets and is a key leadership role to ensure the smooth running of our contact centre operations across the EU (currently 7 countries) and to enable DG growth while providing first-class consumer and service experiences.The role holder will be responsible for overseeing the planning and execution of our Operations across our Growth Markets regions.This position will be responsible for the short-mid term strategy of the Operations teams in alignment with our global business objectives.Key areas of responsibility include:Overseeing operations for the Growth Markets region across multiple countries, ensuring service excellence, and meeting performance targets.Defining the short-mid-long term strategy across the Growth Market Operations, in line with the broader business Global Strategy.Managing resourcing and performance of our contact centres and implementing strategies to improve customer satisfaction and operational efficiency across our EU operations.Analysing performance metrics, driving continuous improvement initiatives, and ensuring compliance with company policies and industry regulations.Leading and developing a high-performing team, fostering collaboration across departments and geographies, and managing budgets to ensure cost-effective operations.Our successful candidate will have:Deep expertise in managing large-scale operations, optimising processes, and enhancing customer experience.Experience with people/change management and driving a flexible multi-skilled workforce to enable demand optimisations in line with operational cost expectations.Strong influencing skills across multiple geographies and proven ability to work successfully in fast-paced matrix organisations.Experience in a senior operations role, managing large multi-national/location call centre operations, both sales and service, including 3rd party BPOs.Proficiency in English and the ability to speak either Spanish, Italian, or Portuguese is advantageous.This exceptional leadership opportunity will be responsible for approximately 400 people across Sales, Service, Complaints, and First Line of Controls.
Additionally, the role is responsible for DG's contact centres BPOs which is circa 150 people.A key element of this role is the ability to work across different cultures in the EU, with frequent travel expected (monthly) between offices in Spain, Italy, Germany, and the UK.Domestic General are an equal opportunities employer which means we treat people fairly.
We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.Please note that we have a thorough referencing process, which includes criminal record checks.At Domestic General, we are proud of our 100-year legacy and excited about our future growth plans.
We are expanding our horizons, entering new markets and territories internationally, and we need your expertise to help us on the journey.
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