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Work Background
RevolutSenior Outsourcing Manager (Core) - Europe Bank
Sep. 2024Spain
KlarnaBusiness Operations Manager - Vendor Manager BPO
Nov. 2023 - Sep. 2024Madrid, Community of Madrid, SpainI've primarily focused on managing BPO vendors through performance management. This entails a keen understanding of data analytics to drive decisions, alongside a human touch that fosters trust and collaboration. By prioritizing both aspects, I've been able to establish stronger relationships and partnerships with vendors while simultaneously enhancing cost efficiency. Risk Management: Identify and mitigate risks associated with vendor relationships, such as supply chain disruptions, quality issues, and financial stability concerns. Cost Management: Optimize costs through negotiation, value analysis, and identifying cost-saving opportunities without compromising quality or service. Compliance: Ensure that vendors comply with contractual agreements, industry regulations, and ethical standards. Stay informed about relevant laws and regulations. Conflict Resolution: Manage and resolve conflicts or disputes with vendors in a fair and timely manner, fostering a positive and collaborative working relationship. Communication: Facilitate clear and effective communication between internal teams and vendors to ensure a smooth flow of information and coordination. Continuous Improvement: Work towards improving processes related to vendor management, seeking opportunities for efficiency, cost-effectiveness, and overall improvement. Market Analysis: Stay informed about market trends, industry standards, and emerging technologies to make informed decisions about vendors and ensure competitiveness. Feedback Collection: Gather feedback from internal stakeholders regarding vendor performance, products, and services to drive continuous improvement and meet business objectives. Technology Utilization: Utilize technology and tools, such as vendor management systems (VMS), and open AI, to streamline processes, track performance, and enhance efficiency.
KlarnaBusiness Operations Manager - Vendor Account Manager BPO
Jul. 2023 - Sep. 2024Madrid, Community of Madrid, SpainA Vendor Account Manager is a professional responsible for establishing and maintaining productive relationships with third-party vendors or suppliers to meet an organization's business needs effectively. Their primary role is to ensure the smooth coordination between the company and its vendors, focusing on aspects like operational readiness, vendor mix strategy, cost control, transition management, and overall performance management. Key Responsibilities of a Vendor Account Manager: Relationship Building: They build and nurture strong relationships with individual vendor partners to foster collaboration and mutual success. Operational Readiness: Ensuring that vendors are well-prepared to meet the organization's operational requirements, including meeting service levels, quality standards, and compliance. Vendor Mix Strategy: Developing and implementing strategies to optimize the mix of vendors to achieve the best results for the organization. Cost Control: Monitoring and controlling costs associated with vendor partnerships, ensuring that expenses are in line with budgetary constraints. Transition Management: Managing the onboarding and offboarding of vendors, handling transitions smoothly to minimize disruptions in operations. Performance Management: Continuously assessing and improving vendor performance through key performance indicators (KPIs) and service level agreements (SLAs). Collaboration: Working closely with internal teams and departments to align vendor services with the company's objectives and requirements. Problem Solving: Addressing any issues, conflicts, or challenges that may arise in the vendor relationship and finding solutions to ensure a seamless partnership. Vendor Account Managers play a crucial role in optimizing vendor relationships to achieve operational efficiency and meet business goals. They are essential in ensuring that the products or services provided by vendors align with the organization's standards and requirements.
KlarnaBusiness Operarions Manager - Vendor Operations Manager UKI BPO
May. 2022 - Nov. 2023Madrid, Community of Madrid, SpainVendor Operations Manager is responsible for overseeing and managing the operational aspects of vendor relationships within an organization. Their primary goal is to ensure that vendors meet the company's operational needs efficiently and effectively. Operational Planning: Collaborate with cross-functional teams to define operational requirements, including service levels, quality metrics, and performance expectations. Develop strategies and plans to optimize vendor performance. Performance Monitoring: Continuously assess and monitor vendor performance by tracking key performance indicators (KPIs) and service level agreements (SLAs). Identify areas for improvement and implement corrective actions as needed. Cost Management: Manage vendor-related costs, including negotiation of pricing, cost control, and budget adherence. Seek opportunities for cost savings without compromising service quality. Issue Resolution: Address and resolve any operational issues, conflicts, or challenges that may arise in the vendor relationship. Develop effective solutions and ensure swift resolution to minimize disruptions. Vendor Relationship Management: Build and maintain strong relationships with vendor partners to foster collaboration and mutual success. Facilitate communication and alignment between the vendor and internal teams. Risk Management: Identify potential risks associated with vendor relationships and develop strategies to mitigate these risks. Change Management: Manage changes related to vendor relationships, such as transitions, scaling operations up or down, or introducing new services or products. Ensure that changes are executed smoothly and in line with business needs. Reporting and Analysis: Generate regular reports on vendor performance, costs, and operational efficiency. Analyze data to identify trends, areas for improvement. Continuous Improvement: Implement best practices and drive initiatives to enhance vendor performance and service delivery.
Freedom Finance Europe LtdCustomer Support Manager
Nov. 2021 - May. 2022Madrid, Community of Madrid, SpainCustomer Issue Resolution: Handle complex or escalated customer issues and provide effective solutions. Ensure that customer problems are resolved promptly and to their satisfaction. Service Improvement: Identify opportunities for improving customer service processes, including response times, call handling, and issue resolution. Implement changes to enhance service efficiency. Customer Communication: Maintain open and effective communication with customers, addressing inquiries and concerns promptly. Ensure that customers are informed about company policies, services, and offerings. Data Analysis: Analyze customer data and feedback to identify trends and patterns in customer behavior and preferences. Use insights to make data-driven decisions to improve services. Performance Metrics: Define and track key performance metrics, such as response times, customer satisfaction scores, and issue resolution rates. Training and Development: Provide ongoing training and development opportunities for the support team to enhance their skills and knowledge. Stay updated on industry best practices. Customer Feedback Management: Solicit and gather customer feedback to understand their needs and preferences. Use feedback to drive improvements in services and products. Customer Relationship Management (CRM): Utilize CRM tools to maintain a database of customer interactions, preferences, and histories. Leverage CRM data for more personalized service. Reporting: Create and present regular reports to senior management on customer support performance, including trends, challenges, and improvements. Provide recommendations for strategic decisions. A Customer Support Manager in a stock company plays a pivotal role in maintaining customer satisfaction and trust, which is vital for the long-term success of the business. They must balance efficient operations with high-quality service, adhering to regulations and continuously striving for improvement.
Access Finance SLHead of Customer Support and Sales
Feb. 2020 - Sep. 2021Madrid, Madrid, SpainThe role of a Head of Customer Support and Sales in a finance company is pivotal, encompassing a wide range of responsibilities to ensure both excellent customer service and robust sales performance. This position requires a delicate balance between customer satisfaction and revenue growth. Lead and manage a team of customer support and sales professionals.
Foster a high-performance and collaborative culture within the department. Establish and uphold top-notch customer service standards to ensure satisfaction and loyalty.
Develop and implement customer service policies and procedures. Implement strategies to engage customers, understand their needs, and provide tailored financial solutions.
Ensure proactive and responsive communication with customers. Maintain a deep understanding of the company's financial products and services to effectively address customer inquiries and promote offerings. Ensure that all customer interactions and sales activities comply with relevant financial regulations and industry standards.
Stay updated on regulatory changes and enforce compliance within the department. Define and track key performance indicators (KPIs) for customer support and sales teams.
Regularly assess team performance and implement improvements to meet or exceed targets. Oversee the resolution of complex customer issues and complaints.
Implement effective solutions and improvements based on feedback. Collaborate with other departments such as marketing, product development, and compliance to align strategies and ensure a seamless customer experience.
Implement customer-centric changes based on feedback. Develop sales training programs and product knowledge sessions for sales representatives.
Keep the sales team informed about industry trends and competitors. Manage the budget allocated for the customer support and sales department.
Allocate resources effectively to achieve departmental goals.
Huawei Consumer Business GroupCall Center Country Manager BPO
Oct. 2019 - Feb. 2020Madrid, Madrid, SpainAs a Service Country Manager, the role is pivotal in overseeing and coordinating service operations within a specific geographical region or country. You are responsible for ensuring that services are delivered with excellence and meet the unique requirements of that region. Here are the key responsibilities: Develop and execute service strategies tailored to the specific needs and market conditions of the country or region, aligning them with the company's global objectives. Lead and manage the local service teams, fostering a collaborative and high-performance culture. Provide direction, support, and professional development opportunities for team members. Set and maintain high service quality standards in line with global company standards. Monitor and manage key performance indicators (KPIs) and service level agreements (SLAs) to deliver exceptional service. Efficiently allocate resources, including personnel, equipment, and budgets, to balance service quality and cost-effectiveness. Ensure that service operations adhere to local regulations, industry standards, and legal requirements. Develop and implement performance metrics and reporting systems to assess the efficiency and effectiveness of service delivery within the region. Use data-driven insights for decision-making and process improvement. Identify and mitigate operational risks that may affect service delivery in the region. Develop contingency plans and strategies to address potential challenges. Foster a culture of continuous improvement within the local service teams. Encourage innovation, streamline processes, and identify opportunities for enhancing service quality and efficiency. Collaborate with local vendors or partners, to ensure their services align with your organization's quality and performance standards. Customize services to meet local cultural, linguistic, and regulatory requirements, tailoring them to the unique characteristics of the region.
Securitas DirectARC Operations Supervisor
Dec. 2018 - Aug. 2019As an Alarms Receiving Central Supervisor, I am a responsible leader overseeing the operations of an alarm monitoring center, ensuring the prompt and effective handling of security, fire, and emergency alarms. With a strong commitment to safety and security, I excel in managing a team of operators, maintaining protocol adherence, and delivering rapid responses to protect lives and property. Key Responsibilities: Lead a team of alarm operators, providing guidance, training, and support to ensure they are prepared to handle various alarms efficiently and professionally. Oversee the 24/7 monitoring of alarms from a variety of sources, including security systems, fire detection devices, and medical alert systems. Ensure that operators follow established procedures and protocols for verifying alarms, assessing the situation, and dispatching appropriate responses, adhering to industry standards and regulations. Maintain a high standard of service by regularly reviewing operators' performance, conducting quality assessments, and providing feedback for continuous improvement. Establish and maintain effective communication with clients to provide updates on alarm statuses, address concerns, and resolve issues promptly. Accurately document alarm events, responses, and outcomes for regulatory compliance and incident analysis. Ensure compliance with industry regulations, privacy laws, and safety standards to protect the privacy and security of clients. Prioritize client satisfaction by maintaining a high level of service quality, responsiveness, and professionalism. As an Alarms Receiving Central Supervisor, I am dedicated to upholding the highest standards of security and emergency response, ensuring the safety and well-being of clients and the community. My leadership and commitment to continuous improvement are essential in managing a team that excels in the fast-paced and critical field of alarm monitoring.
Crossover for WorkGlobal Service Manager
Nov. 2017 - Aug. 2018Madrid, Madrid, SpainThis multifaceted role involves managing teams, fostering client relationships, and ensuring the efficient execution of services. Here are the key responsibilities: Develop and execute strategies that align service delivery with the organization's broader business objectives. Ensure that service delivery is agile and adaptable to changing market conditions. Lead and inspire diverse, geographically dispersed teams. Foster a collaborative and high-performance culture, providing guidance, motivation, and professional development opportunities. Build and nurture strong client relationships. Understand client needs, expectations, and objectives. Manage escalations, address concerns, and consistently meet or exceed client satisfaction targets. Set and maintain high standards for service quality. Define and monitor key performance indicators (KPIs) and service level agreements (SLAs). Implement quality control processes to ensure service excellence. Develop and oversee performance metrics and reporting systems. Use data-driven insights to assess the efficiency and effectiveness of service delivery, making informed decisions and improvements. Identify and assess operational risks that may impact service delivery. Create contingency plans and strategies to mitigate potential issues, ensuring uninterrupted service. Ensure service delivery operations comply with relevant industry regulations, standards, and data privacy laws. Mitigate legal and compliance risks by keeping processes in line with established norms. Foster a culture of continuous improvement. Encourage innovation, refine service delivery processes, and identify opportunities to enhance overall service quality and efficiency. Keep stakeholders informed about service delivery progress, challenges, and achievements. Effective communication is crucial for alignment and transparency. Plan and execute the expansion of service delivery into new regions or markets, considering local nuances and regulations.
TeleperformanceOperations Manager
Apr. 2013 - Aug. 2017Lisbon Area, PortugalManagement positions in the following projects:
Netflix Brasil Customer Service - 2 years
Facebook for business - 2 years
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