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DESCRIPTION
What you do:
You are responsible for managing providers relationships and training them in processes, quality, and standards. You handle the external service provider network for Mobile Device – Digital Risks (MDDR) in Spain and Portugal
Your duties and responsibilities:
- Control and supervise the correct performance of the MDDR provider network.
- Acquisition of new network according to the needs of the activity and clients, following the guidelines established in the line of business.
- Evaluate and monitor the performance of the network to guarantee the delivering of service according to established quality standards and the application of corrective actions established for deviations in results.
- Define and implement the training needs of providers in terms of procedures and operations, actively collaborating in the design of action protocols that cover all areas of collaboration; operational process, billing, application of scales, IT connection and Safety and Hygiene requirements at work.
- Adjust the volume of service allocation that each provider must receive based on the results, quality, cost or convenience of coverage to achieve the objectives established based on compliance with the KPIs, following the guidelines of the business line.
- Monitor network performance data, guaranteeing the required service levels, carrying out the necessary actions for compliance
- Support and technical support for the different platforms. Participation in the implementation of IT systems.
- Attend to requests from the different Areas for an effective service provision. Meet the requirements and recommendations issued by External and Internal Audit.
- Monitor the quality results of the network under your responsibility and the KPIs that are established for the quality and requirements of our clients.
- Identify and implement cost savings, draft and launch tenders, contribute and to the improvement of control.
Ensure economic, technological and regulatory monitoring for the MDDR activity
REQUIREMENTS
What you bring:
- At least 12 months' experience in related activities, area and/or position.
- Located in Lisbon, Portugal.
- Spoken language: English, Spanish and Portuguese.
- Degree in statistics, business administration, mathematics, economics, data analysis, and related fields.
- Leadership experience with large client portfolios and cross-functional teams.
- Negotiation skills and commercial acumen. Proficiency in negotiating and managing contracts with assistance suppliers, including defining service scope, performance metrics, and compliance requirements.
- Data extraction, data analysis and cost control skills for reporting.
- Simplify and communicate complex problems clearly, implement performance monitoring systems and promote innovation and improvement.