The Senior Business Manager (SRBM) is responsible for the management of the assigned Client and is responsible for the P&L of the service lines that he/she is managing. The SRBM is responsible for the daily contact and reporting to Client.
The SRBM ensures the implementation and monitoring of operations support processes, guaranteeing the profits and growth of its Client, through the management of its work team, definition and control of objectives for measuring the satisfaction levels of the Client, with which it maintains on-going intermediation and negotiation.
The SRBM support other BMs/JRBMs in certain projects and tasks.
The SRBM can be in certain cases the communication channel between OM and BM/JRBM.
Minimum studies: University diploma or degree (Business Administration and Management, Economics or similar) or equivalent.
Knowledge of the Client Organisation product is an advantage.
Specific training and/or work experience in team management, commercial strategies and sales techniques is an advantage.
External selection: Minimum-four years' experience in a similar post, managing work teams and business areas at the Contact Centre.
Experience in direct negotiation with the Client Organisation and
budget management is an advantage.
Internal promotion: May originate from the post of Training & Quality Manager, or Junior Business
Manager. May also originate from any post if he/she complies with the required profile.
Office package (Word/Excel/PowerPoint): High level.