Head of B2B Operations SEE (Maternity Cover)

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.

• 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.