Director – Operations & Country Head Kosovo

Director – Operations & Country Head Kosovo

Job summary:

The basics of the job are to provide leadership to ensure service excellence for all client engagements in Kosovo, manage expansions, growth, people, cost and deliver the geo profitability.

Duties and Responsibilities:

  • Manage and engage a team of strong Account owners, Global Leads and Heads of enabling functions like HR, Admin etc. to deliver all aspects of the service delivery operations, customer interaction, strong people management and implement quality initiatives both at Account and Geo level.
  • Actively engage with the Kosovo government, AMCHAM and NGO’s that invest on development of the country, for active participation, subsidies and support for creating jobs and funding our investments.
  • Work closely with Sutherland Marketing and Communication team for building the brand awareness around Employer of Choice in Kosovo.
  • Hands on support on operations to the local account owners and Global leads in driving initiatives in their respective accounts on productivity, customer satisfaction, people development, quality control etc.
  • Develop a management structure that is ready to handle people and business growth, account and site level financial responsibilities and equipped for constant change, and deliver responsive and quality support services to all customer engagement
  • Ensure all Site Operations follow a consistent management approach in line with Global standards
  • Support and manage the line functions like technology, HR, Recruitment, Admin, Finance, OE etc. so as to ensure they align with the business objectives of the geo
  • Nurture home grown talent across all functions like Service Delivery, HR, Admin, Finance, OE etc. at various levels of leadership to support growth of the geography and region
  • Engage and develop a high-quality relationship with client managers
  • Work Closely with Business development & Client Relationship teams to grow the business in Kosovo
  • Implement Global initiatives, practices and policies and ensure the geo complies with global standards on all aspects related to people, process and operational excellence
  • Responsible and accountable to Geo’s revenue and profitability commitments.
  • Ensure expansions and growth are approached through building business cases and justifications that ensure ROI in line with defined organizational and market financial standards
  • Implement processes and policies in conjunction with HR & Finance functions to ensure financial discipline and budgetary alignments on all investments and expenses.
  • Drive Direct cost and indirect costs so as to ensure the geo stays competitive for growth and expansion
  • Adhere to the rules and regulations of the company;
  • Adhere to the non-disclosure agreement.

Job qualifications:

  • Bachelor’s Degree from a recognized university
  • А minimum of 15 years of overall experience and at least 5- 8 in a BPO or Shared Service Center with a track record of managing large clients and Site and worked in Global Environment.
  • Experience in managing a virtual team and on organization change management is an advantage.
  • Ability to define, develop, and implement highly successful service delivery strategies and programs in conjunction with stakeholders
  • A complete understanding of and integrated BPO with a good mix of CLM and BLM businesses across different verticals
  • Successful track record of managing P&L
  • Effective negotiation skills across cultures and distances, and proven ability to handle difficult & sensitive situations
  • Ability to demonstrate business leadership across global and regional stakeholders and clients.
  • Fluent English, Albanian and German language (both written and spoken)

To apply send your CV to

It’s not just a job, it’s your career.

Only shortlisted candidates will be contacted.


TAGS: SutherlandPrishtineKosovaJobVende PuneNjoftime PuneOferta PunePortal PuneLyp PuneVende te lira PuneKerko Pune

Shikime 3510
Kategoria Menaxhment
Skadon 54 ditë
Orari Full Time
Lokacioni Prishtinë | 045 11 14 14