Head of Operations
Head of Operations
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Job Description
Elevate is a Flexible Workforce Solutions company delivering innovative end-to-end business solutions. With over 20 years of experience we operate from 12 offices across 7 countries including Germany Bulgaria the USA Poland Romania Serbia and Croati a with an extensive global network in multiple industries such as IT Engineering Automotive Accounting & Finance Retail Logistics Manufacturing and Hospitality. With a focus on Advanced Workforce Solutions International Mobility Hybrid Workplace and AI our vision is clear: we are here to transform the Future of Work and drive success by empowering people and businesses to advance together.
For one of our valued partners we are looking to appoint a highly experienced and dynamic Head of Operations to lead and optimize large-scale business process outsourcing operations. The successful candidate will be responsible for overseeing all operational activities ensuring the highest standards of service delivery operational efficiency compliance and client satisfaction. This is a strategic leadership role that requires a combination of operational expertise financial acumen and a proven ability to drive transformation in complex environments.
Key Responsibilities:
- Ensure accurate timely and high-quality service delivery by defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Define and monitor performance metrics to track operational efficiency and continuously improve processes.
- Lead budget planning and cost management for all assigned processes ensuring financial objectives are met.
- Drive compliance with internal controls policies procedures and external regulatory requirements.
- Play a key role in strategic planning and implementation supporting the companys business objectives and transformation goals.
- Lead recruitment and development of operations teams to ensure appropriate skillsets and resourcing are in place.
- Design and manage capacity planning models across multiple sites and shifts to handle peak volumes while maintaining service levels and cost control.
- Act as a primary point of contact for escalated service and contractual matters ensuring prompt resolution and customer satisfaction.
- Initiate and lead continuous improvement projects using Lean Six Sigma or similar methodologies to reduce costs and enhance quality.
- Collaborate with transition and migration teams to ensure seamless onboarding of new processes and services.
- Work closely with Risk & Compliance and Business Continuity teams to ensure effective disaster recovery and business continuity planning.
- Build and maintain strong trust-based relationships with internal stakeholders clients and senior leadership.
- Contribute to new business bids and support commercial teams in client engagement efforts.
- Take full ownership of business unit performance including P&L responsibility revenue growth cost optimization and SLA compliance.
- Guide contract teams through operational transformation initiatives aligned with the global operating model.
Requirements:
- A minimum of 5 years of proven experience in a senior operations leadership role within the BPO sector (Operations Director Head of Operations or similar).
- Bachelors degree in Business Operations Management or related field (MBA preferred).
- Fluency in both German and English.
- Strong knowledge of operational delivery cost optimization and performance management.
- Experience in leading complex multi-site operations with large teams across different time zones.
- Deep understanding of SLA/KPI management risk and compliance frameworks and regulatory standards.
- Demonstrated success in leading change initiatives and transformation projects.
- Proven financial management skills including budgeting forecasting and P&L ownership.
- Excellent communication stakeholder management and interpersonal skills.
- Proficient in data analysis and reporting tools.
What We Offer:
- A key leadership role within a dynamic growing international organization.
- The opportunity to lead strategic change and make a real impact on business performance.
- A collaborative innovation-driven culture with strong support from senior management.
- Competitive remuneration and benefits package.
- Additional social benefits.
- Well-located modern office space.
If this opportunity aligns with your career goals and sounds exciting wed love to hear from you!
Please send us your CV in English and we will be in touch with shortlisted candidates shortly.
Employment Type
Full Time
