Head of B2B Operations SEE (Maternity Cover) Bucharest

Head of B2B Operations SEE (Maternity Cover)
Bucureşti
Bucharest, Bucharest, Romania

Job Description

Key Responsibilities:

• Conduct comprehensive business reviews to identify inefficiencies and areas for improvement, which then need to be addressed and resolved.
• Develop and implement streamlined processes to enhance operational efficiency and reduce costs.
• Monitor and evaluate the effectiveness of implemented changes, ensuring continuous improvement.
• Oversee Service Desk and Service Operations, ensuring timely issue resolution and
  - quality service delivery.
• Manage the 4 subdivisions of the Operational department ensuring KPI and SLA levels are being met on payments and debt collection, transport management, refund management and claims management
• Team e
  NPS management
• Implement tracking of merchant
  - sale journey and monitor process quality
• Identify and capitalize on new business opportunities to drive growth and expand market presence.
• Manage centralized, HQ-based processes that span across Europe, ensuring seamless coordination and data exchange.
• Serve as the escalation point for complex operational issues, providing
  - level support and ensuring prompt
• Manage and coordinate all aspects of
  - sale operations for the 5 designated markets by working closely with 3 dedicated Team leaders and a Quality Manager
• Lead the development and execution of the B2B operational strategy for the SEE region, aligning with the organization's overall goals as coordinated by HQ directives
• Weekly and monthly monitoring of department performance by analyzing KPI performance and ensuring previous actions points are being followed by all teams
• Customer Satisfaction rates management and constant evaluation of partner relationship by evaluations points of improvement and implementing strategic action plans to ensure merchant engagement
• Provide strong leadership and mentorship to Team Leads, fostering their professional growth and leadership capabilities, along with fostering a healthy motivational level for 26 team members across the
  - sale operations department.
• Leverage data analytics to monitor performance, identify trends, and make informed decisions.
• Manage the operational budget for the SEE region, ensuring optimal allocation of resources.

• Proven experience in a senior B2B operations role, preferably within the SEE region or a similar market. At least 7 years in an operational role and 2 years in a strong leadership role managing large teams.
• Strong leadership and team management skills, with a track record of building
  - performing teams.
• Excellent analytical and
  - solving abilities, with a focus on
  - driven
  - making.
• Exceptional communication and negotiation skills, with the ability to engage effectively with stakeholders at all levels.
• In-depth knowledge of B2B operations, process improvement methodologies, and market dynamics.
• Ability to work in a
  - paced, dynamic environment and adapt to changing priorities.
• Proficiency in relevant tools and technologies, including CRM systems, data analytics platforms, and project management software.