Director of Operations Growth Markets

Role Title: Director of Operations

Location: Madrid/London

Contract Type: Permanent

Reporting line: President, Growth Markets

Closing Date: 2nd January

We have an exceptional opportunity for a Director of Operations to join our Growth Market Division. This role will report into the President, Growth Markets and is a key leadership role to ensure the smooth running of our contact centre operations across the EU (currently 7 countries) and to enable D&G growth while providing a first-class consumer and service experiences.

The role holder will be responsible for overseeing the planning and execution of our Operations across our Growth Markets regions. This position will be responsible for the short-mid term strategy of the Operations teams in alignment with our global business objectives.

Key areas of responsibility include:

• Overseeing operations for the Growth Markets region across multiple countries, ensuring service excellence, and meeting performance targets.

• Define the short-mid-long term strategy across the Growth Market Operations, in line with the broader business Global Strategy

• Managing resourcing and performance of our contact centres and implementing strategies to improve customer satisfaction and operational efficiency across our EU operations.

• Analyse performance metrics, drive continuous improvement initiatives, and ensure compliance with company policies and industry regulations.

• Lead and develop a high-performing team, foster collaboration across departments, geographies and manage budgets to ensure cost-effective operations.

Our successful candidate will have:

• Deep expertise in managing large-scale operations, optimising processes, and enhancing customer experience.

• Experienced with people / change management and driving a flexible multi skilled workforce to enable demand optimisations in line with operational cost expectation.

• Strong influencing skills across multiple geographies and proven ability to work successfully in fast-paced matrix organisations

• Experience in a senior operations role, managing large multi-national / location call centre operations, both sales and service, including 3rd party BPOs

• Proficient in English and ability to speak either Spanish, Italian or Portuguese is advantageous.

This exceptional leadership opportunity will be responsible for approximately 400 people across Sales, Service, Complaints and First Line of Controls. Additionally, the role is responsible for D&Gs contact centres BPOs which is circa 150 people across.

A key element of this role is the ability to work across different cultures in the EU, with frequent travel expected (monthly) between offices in Spain, Italy, Germany and UK.

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.