Head of B2B Operations SEE (Maternity Cover)

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 high-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 eNPS management

Implement tracking of merchant after-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 second-level support and ensuring prompt

Manage and coordinate all aspects of after-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 after-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.

Qualifications

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 high-performing teams.

Excellent analytical and problem-solving abilities, with a focus on data-driven decision-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 fast-paced, dynamic environment and adapt to changing priorities.

Proficiency in relevant tools and technologies, including CRM systems, data analytics platforms, and project management software.