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0Head of Operational Excellence
22 jul.Page Executive
Madrid, ES
Head of Operational Excellence
Page Executive · Madrid, ES
- Leading financial services multinational
- ambitious change initiative
Leading financial services multinational
Job Description
- Design and implement service excellence strategies to enhance customer experience, streamline operations, and improve service delivery.
- Lead cross-departmental initiatives focused on optimizing workflows, reducing service lead times, and increasing operational agility.
- Promote a culture of continuous improvement.
- Collaborate with senior leadership to align operational improvements with business objectives and client expectations.
- Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making.
- Coach frontline and back-office teams on best practices in service quality, process standardization, and change management.
- Champion digital tools and automation to enhance service efficiency and reduce manual effort.
- Ensure compliance with service-level agreements (SLAs), regulatory requirements, and internal quality standards.
- Foster knowledge sharing and operational consistency across service lines and geographic locations.
- Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance.
- Proven experience in operational excellence or process improvement leadership roles within the services sector.
- Strong background in strategic consulting (Tier1 firms, Director & up levels) or similar environments, with a track record of leading complex transformation initiatives.
- Deep knowledge of continuous improvement methodologies.
- Excellent analytical, communication, and stakeholder management skills.
- Experience leading cross-functional teams and driving organizational change.
- Familiarity with digital transformation and service automation tools is a plus.
- Bachelor's degree required; MBA or equivalent advanced degree preferred.
Leading financial services multinational
Contact:
Quote job ref: JN-072025-6794069
