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Sutherland is rapidly growing across Bulgaria! We are looking for strong Leaders interested in relocating to the beautiful seaside locations Varna & Burgas or to the vivid capital Sofia. If you are confident having the skills and expertise to join us as Operations Manager - help us succeed, hit “Apply” to learn more about this exciting opportunity. The role of Operations Manager/ Service Delivery Manager requires a sound balance of solving for client customers, the client, program financials, and employees. Under the operations management umbrella, the candidate will oversee and be responsible for KPIs performance, staffing/capacity planning, training, operations, quality, reporting, and employee engagement. The Operations Manager will interact with a variety of customers including front line consultants, Team Managers, Account Managers, Sutherland's Senior leaders, and the Client. ABOUT THE ROLE • Coordinate and communicate Contractual metrics and key deliverables with all Service Delivery Managers in each location; • Ensure contractual metrics are met; • For any contractual metrics which are not meeting targets, ensure action plans are developed and implemented by the respective account managers in each location; • Plan workforce for each location based on the locked forecast and look-ahead; • Coordinate all conversations and deliverables with the client; • Hold weekly meetings with the silent stakeholders to discuss deliverables and action plans; • Share best practices and learning from different locations to benefit others; • Work on continual improvement projects for all locations; • Streamline processes between the locations to ensure EMEA operates as a unit; • Keep internal stakeholders updated on all happenings in the EMEA project ABOUT YOU • Similar experience in a leadership role is a mandatory - such as Operations Manager or Service Delivery Manager, etc. • Strong verbal and written communication skills; the ability to communicate in a clear, constructive, and professional manner • Strong analytical skills; the ability to interpret data, identify trends, and make suggestions for improvements • Strong program P&L experience and client management skills • Goal-orientation and the power to motivate teams to achieve exceptional results • Proven track record of running large operations with exceptional performance • A creative and resourceful approach to finding effective solutions to problems and situations • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives • Excellent command of English • University degree Life@Sutherland • We offer competitive salary • Excellent social benefits package including Health Insurance, Life Insurance, Food vouchers, Compliment Cards • Rewards and recognition programs • Internal trainings following the leading global standards • Career development opportunities in a big international company • Great office location • Team Building activities, Charity events and initiatives and many other company events. If you find this opportunity suitable for you and you want to develop your career in a company which upholds highest industry standards, please send your CV (in English). The information provided by you is personal and will be protected. Only the shortlisted candidates will be contacted.
Permanent role. 6 months trial period