The Operations Manager in Riga, Latvia, is responsible for overseeing daily operations, ensuring efficiency, and maintaininghigh standards of service. Key responsibilities include managing staff, optimizing processes, and implementing strategies for operational excellence. The role requires strong leadership, analytical skills, and experience in operations management.
Role Overview:
We are seeking an experienced and dynamic professional for the position of Manager for our customer service Process based in Riga. The ideal candidate should have a minimum of 12 years of relevant experience in BPS Voice/Non Voice processes. This role requires strong leadership and team management skills, along with a solid understanding of voice/non voice processes in the customer service domain.
Key Responsibilities
Lead and manage a team within the Voice/Non Voice, ensuring operational excellence and adherence to quality standards.
Oversee day-to-day operations, client relationship management, issue resolution, and process optimization.
Utilize extensive experience in Financial Technology BPS Voice/Non voice processes to enhance team performance.
Collaborate with cross-functional teams to drive process improvements and meet client expectations.
Ensure effective communication within the team and foster a collaborative work environment.
Prepare and present for weekly/monthly reviews with internal and external stakeholders
Contact Centre Skills
Leadership – leading teams from different departments / Locations to achieve organizational goals. Mange a team of 100+ resources
Communication – ensuring that communication is ongoing and effective between different departments.
Presentation – Presenting ideas and results to different stakeholders across the business including staff and senior management.
Team working – fostering an environment of teamwork to ensure that all products are delivered on time and company goals are met.
Initiative – The ability to work alone and take a lead when hurdles arise or when tasks require completion.
Planning - staying ahead of the game and ensuring that plans for the future are clearly labelled out for everyone to follow.
Problem Solving – adapting to the ever changing environment and reacting quickly to meet challenges.
Transformation – Lead large transformation program for Contact Center
Financial Management
Direct annual budgeting and planning process for the project’s annual budget
Develop and manage annual budget
Oversee monthly and quarterly assessments and forecasts of project’s financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting.
Managing day to day processing of accounts receivable and payable
Ensure that Accounting Department requests are resolved and communicated in a timely manner to internal and external parties.
Develop long-range forecasts and maintain long-range financial plans.
Develop, maintain and monitor all fundraising and accounting systems and procedures capturing all pledges, billings and receipts and for the recording of all revenue transactions, recommend and implement improvements to systems.
Qualifications & Requirements - General
Minimum 4 years of relevant experience in BPS customer processes.
Graduation or equivalent degree.
Multi Geo experience preferred
Strong team management and excellent communication skills.
Comfortable working in Noida.
Strong stakeholder management skills
Understanding of cryptocurrency is preferred.
Comfortable working in rotational 24/7 shifts and offs
Preferred BFSI customer service experience
Pref PNL exposure
Is this you? Then we would love to hear from you. Please send your CV and application letter to us as soon as possible. We interview candidates continuously.
Abous Us
Worldwiders is a global B2B-oriented recruitment company that specializes in executive search and specialist recruitment worldwide. Since our journey began in 2016, we have become the go-to partner for tailor-made recruitment solutions, connecting top talent with prestigious opportunities across the globe. With a proven track record of over 5000 successful placements and 400+ satisfied partners in 40+ countries, our expertise ensures that we match each talent and company with the best opportunities to drive career growth and organizational success.
To cater to specific markets and meet the diverse needs of industries and roles across the globe, we operate through a diverse portfolio of five specialized brands: Nordic Jobs Worldwide, Multilingual Jobs Worldwide, Asian Jobs Worldwide, IT Jobs Worldwide, and our dedicated Executive Search brand. Each brand is uniquely designed to focus on particular markets, ensuring comprehensive and customized recruitment solutions. Contact us today to explore how we can elevate your career or support your recruitment needs.
