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Operations Manager

Req ID#:  142694

Stockholm, SE

Category:  Operations
Custom Field 4:  Kallidus
Required Language

Employment Type
Full time

Contract Type


We are looking for an Operations Manager for one of our accounts in central Stockholm! 

Purpose of the job 

The Operations Manager plans, coordinates and directs the overall service delivery and operational teams for one or more client campaigns. They ensure that client and end customer satisfaction levels, as well as Foundever’s employee satisfaction and profitability goals are achieved and maintained. The Operations Manager will develop, maintain, and motivate support staff teams and nourish professional partnerships with clients. 


  • Ensure Foundever’s business alignment to client’s overall service strategy and requirements and act as first point of contact for client operational management. 
  • Schedule, coordinate and facilitate client communication and ensure campaign alignment with client contract requirements. 
  • Implement business operation and service solutions utilizing the continuous improvement process, identify challenges, analyse trends, and implement corrective and preventive actions. 
  • Achieve and exceed client KPI agreements. 
  • Prepare, implement, maintain, and review existing client projects. 
  • Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary. 
  • Translate client requirements into effective goals and objectives for the local level Foundever team(s). 
  • Ensure the team(s) has/have complete awareness and understanding of all SLA's, KPI's and business objectives. 
  • Disciplinary and performance management of support team including team leaders, OMDs, trainers and QAs, through setting objectives, coaching, development plans, performance appraisals, training and encouraging individual employee participation in decision making. 
  • Identify training needs and ensure appropriate actions. 
  • Complete, maintain and process pertinent paperwork and records. 
  • Planning, monitoring and recruitment of staff. Monitor equipment availability for all staff. 
  • Represent and communicate company policies. 
  • Create budgets / forecasts and track financial performance against plan. 
  • Accurately track costs related to, or billable to, the client. 
  • Ensure that all related prices, costs etc. are kept up to date and the client receives invoices accurately and timely. 


  • Tracks performance against client’s requirements, using existing tools, ensuring that client’s metrics are met & seeks feedback from clients to identify improvement opportunities. 
  • Understands and anticipates client’s requirements, expectations, needs and priorities & create systems and processes that make it easy for clients to do business with the company. 
  • Maintains positive and motivational working relationships across all departments and staffing levels both internally and externally. 
  • Conveys clear expectations for assignments & prioritizes tasks. 
  • Monitors progress of team performance and redirect efforts when goals/standards change or are not met. 
  • Sets high standards of performance for self and others and strives to accomplish critical or difficult tasks. 
  • Does not easily give up in the face of unexpected obstacles. 
  • Tackles tough challenges or problems quickly and directly. 
  • Accurately evaluate team member and individual capabilities. 
  • Provides accurate and targeted performance feedback to develop the right talent. 
  • Makes prudent decisions regarding expenses and draws accurate conclusions from financial and quantitative information. 
  • Accurately forecasts costs and revenues. 
  • Summarizes and uses financial performance data to provide useable feedback and clearly communicate results. 


  • Demonstrable experience as program manager in the customer service industry. 
  • Previous experience in the Customer Care business is an advantage. 
  • Excellent communication skills in both written and verbal English. 
  • Previous responsibility and accountability for profit and loss, including the preparation of financial reporting and budget is an advantage. 
  • Experience in working towards achieving and exceeding client expectations, KPI’s and Service Level Agreements. 
  • Analytical skills: ability to identify problems, collect data, establish facts, draw conclusions, build a business case and provide solutions. 
  • Experienced with the MS Office suite including MS Word, MS Excel and MS PowerPoint as a minimum. 
  • Self-motivated with a vision of continuously adding value to customers and clients. 
  • Client management and relationship experience. 


This is an on-site position, and the office is located at Kungsbro Strand 31, 112 26 Stockholm. 

Job Segment: Operations Manager, Performance Management, Manager, Operations, Customer Service, Human Resources, Management

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