Operations and Customer Service Manager-PMTS

OPERATIONS & CUSTOMER SERVICE MANAGER-PMTSProduct Marking & Traceability Solutions
Role
The Operations & Customer Service (OCS) Manager is responsible for ensuring the reliable delivery, servicing, and operational continuity of SICPA's solutions in Ecuador.Acting as the primary operational interface with the Customer, the OCS Manager leads local operations and customer service activities while ensuring that contractual commitments are met with the highest standards of quality, security, compliance, and performance.The role requires strong leadership, operational rigor, and stakeholder management capabilities to ensure the effective delivery of services in alignment with SICPA's global standards and customer expectations.Key Responsibilities
1. Operations & Service Delivery•Lead and manage all local Operations & Customer Service activities related to SICPA’s solutions.•Ensure contractual services are delivered in full compliance with SLAs, KPIs, security standards, and operational guidelines.•Monitor service performance, analyze incidents, and implement corrective and preventive actions.•Act as first-level escalation point for operational issues and customer incidents.•Drive continuous improvement initiatives to enhance system reliability, service quality, and operational efficiency.•Ensure proper management, safeguarding, and traceability of sensitive materials, equipment, and assets.•Maintain operational compliance with SICPA's quality, security, and ethical standards.•Support the deployment of new solutions and services by ensuring operational readiness, resource availability, and effective team mobilization.
3. Customer & Stakeholder Interface•Act as the designated operational Point of Contact for the Customer.•Develop and maintain strong relationships with customer representatives, government authorities, regulatory bodies, operational partners, and key stakeholders.•Ensure high levels of customer satisfaction through proactive communication and effective service management.•Anticipate risks and address operational concerns before they impact service delivery.•Conduct regular operational reviews and performance discussions with stakeholders.•Work closely with commercial teams to identify opportunities to expand services and further develop customer relationships.4. Team Leadership & Development•Lead, coach, and develop the local OCS team.•Allocate resources effectively to ensure optimal service coverage and responsiveness.•Set clear performance objectives aligned with contractual and operational commitments.•Foster a culture of accountability, integrity, security awareness, and continuous improvement.•Recruit, develop, and retain high-performing talent.•Promote collaboration, knowledge sharing, and professional growth within the team.
PROFILE
•Master's degree in Engineering, Operations Management, Industrial Management, Supply Chain, or a related field.•Minimum 10 years of professional experience, including at least 5 years in leadership positions overseeing operations, service delivery, customer support, or industrial activities.•Proven experience managing customer-facing operations within SLA/KPI-driven environments.•Experience in production, manufacturing, industrial, Oil & Gas, beverage, or other highly regulated operational environments is strongly preferred.•Demonstrated success leading multidisciplinary teams and driving operational excellence in complex environments.•Experience working with governmental institutions, regulatory bodies, customs authorities, tax administrations, or other public-sector stakeholders is a strong advantage.•Strong knowledge of incident management, root cause analysis, risk management, and continuous improvement methodologies.•Experience in asset management, inventory control, equipment tracking, and auditing processes.•Solid understanding of Health, Safety & Environment (HSE) principles and operational compliance requirements.•Strong business acumen with the ability to balance customer satisfaction, operational performance, and contractual commitments.•Excellent analytical, problem-solving, negotiation, and decision-making skills.•High level of integrity, reliability, discretion, and security awareness.•Ability to perform effectively under pressure and manage critical situations involving multiple stakeholders.•Excellent communication and relationship-building skills, with the ability to operate effectively in multicultural environments.•Fluent in Spanish and English (C1 level or equivalent), both written and spoken.
WHY JOIN US?
•Join a global leader in trust technologies with a mission that matters.•Be at the strategic heart of a financially sound and innovation-driven company.•Collaborate with high-level experts and work on impactful international projects.•Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.