Service Delivery Manager

Curitiba, Brazil
- DOP SLH
- 3071811

**Job Description**:
**Role: Sales Operations Manager**

**Location: Curitiba, BR (Onsite role)**

**Language: Portuguese + English**

**Job description**:

- Serving as liaison between client and Vendor development and operational team
- Proactively update and flag to client emerging issues and offer actions to mitigate but also proactively share best practices to drive the global program forward
- Optimize program operations with a focus on process management, key strategic initiatives per quarter and; ensure basics are always in place and operations manager proactively bring ideas and tangible actions to improve the business and performance
- Walk the walk - Ensure agreed deliverables are met on time and in right quality
- Regular coaching and development of the team lead group is indispensable to provide consistent messaging, coaching, performance management and prioritization of tasks of all teams. It is expected from the operations manager to ensure the performance corridor of different markets is very narrow and performance is as consistent as possible across markets within the same program
- Ascertain that the quality assurance team ensures processes are in accordance with client expectations as well as contractually agreed number of quality audits are met
- Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
- Able to clearly outline current performance drivers for their program(s) and actions to improve
- Liaise with client Program Manager to ensure Vendor's Personnel meets client recommended requirements
- Managing the scheduling and chairing of all account review meetings and work with client applicable manager(s) and/or dedicated operations lead(s) to review daily, weekly, and monthly operations and performance
- In respect of client relevant products or operations which require prompt or urgent action or changes to relevant Support/Sales Services, the Operations

**Manager (or his/her nominee) shall also have the following responsibilities**:

- Be available during all operations hours to receive client communications; and
- Confirm receipt of such communications as soon as reasonably practicable but in any event within 8 hours of issue by Client
- Promptly take and implement all reasonably necessary actions and measures to address the relevant issues as communicated by client

**Additional Requirement**:

- Diverse experience in scalable operations and sales environments ideally with experience in managing internal and external (3rd party Vendor partners) stakeholders to drive results.
- Strong collaboration skills across function and regions, ability to adapt to a fast-paced, international work environment with a passion for making an impact and share best practices
- Exceptional communication and presentation skills; able to articulate the story and drivers behind positive or negative performance trends tied to tangible actions
- Strong critical and analytical thinking with an entrepreneurial and proactive mind-set
- Ability to effectively prioritize tasks and manage time, even under high
- pressure situations
- Fluency and excellent communication skills in English
- Digital Marketing

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.