Head of Operations

Let's start with the role

The Head of Operations is part of the management team and reports to the Director of Operations. They will be responsible for the CS, Sales and Client Operations Brazil unit, for both internal and outsourced operation. This Head holds a key role in ensuring operational excellence by applying a strong operational strategy, driving efficiency through initiatives and delivering scalable results.

As a Head of Operations, you will

• Own and oversee the overall resource and headcount allocation on a functional level. 
• Set, allocate, and monitor budget and costs. 
• Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of CS, Sales and Client Operations operations.
• Responsible for managing BPO providers contracts and deliverables. 
• Accountable for operational glide paths and action plans focused on enhancing customer and agent experience. 
• Drive process improvement initiatives within the operation and collaboratively with other areas.
• Drive scalability of CS, Sales and Client Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans. 
• Define success criteria (goals & KPIs) on a functional level and monitor functional performance vs targets & strategy. 
• Strive for service innovation by analyzing competitors and being up to date with industry trends.
• Ensure correct CS, Sales and Client Operations data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC). 
• Connect all operational leads and ensure alignment in SOP, also peer and different functions alignment and smooth co-operation. 
• Ensure effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective. 
• Create a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback. 
• Inspire others and nurture commitment to Kaizen’s vision, values, purpose and direction.

What you’ll bring

• Leadership Acumen: Provides coaching and guidance to enhance others’ skill development; Encourages and fosters an open feedback culture; Leads by example & inspires others to stretch beyond what they could do; Nurtures commitment to the organization’s vision, values, purpose and direction. 
• Strategic Agility: Takes into account key financial indicators & system wide implications for better decision making; Predicts obstacles and challenges for long-term growth to identify mitigating strategies; Shows flexibility at shifting strategic priorities when appropriate. 
• Dealing with challenges: Makes timely decisions balancing analysis with decisiveness. Balances different points of view in resolving complex problems on an organizational/functional level; Simplifies problems and manages complexity; 
• Stakeholder Management: Builds and executes complex influencing strategies to bring desired results on a functional level; Balances the potentially competing demands of stakeholder groups and ensures that the key organizational/functional priorities are communicated effectively 
• Extensive experience in a relative position in operations management (internal and/or outsourced) using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others. 
• Solid experience in managing, motivating and developing high performing individuals and large scale, diverse teams. 
• Superb organizational, communication and interpersonal skills. 
• Proven track record of analytical skills combined with effective decision-making capability Passionate about operations, with a data-driven approach and the ability to succeed in a dynamic environment 
• Available to travel as the role requires occasional face to face meetings with colleagues or to visit partners and/or 3rd parties.

Kaizen Gaming Perks

• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• 👩‍⚕️ Private health insurance for you and your family
• 💰 Monthly meal allowance 
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training

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