Senior Operations Manager – Nearshore (Larnaca) — Telenor Account
Location: Larnaca, Cyprus
Reporting lines: Local reporting to Site Director, Larnaca; performed on assignment from Site Director, Kalmar (overall oversight)
Overview
Foundever is expanding nearshore delivery for the Telenor account. We seek a Senior Operations Manager in Larnaca to lead the nearshore ramp-up and ongoing operational excellence across Larnaca and Athens. This leader will ensure consistent, high-quality delivery that directly supports Telenor’s business targets over the contract term — enabling onshore teams to focus on high-value sales and strategic priorities. The role includes building a sustainable recruitment pipeline, operationalizing transformation tools for measurable ROI, and driving continuous performance improvement.
Key responsibilities
- Lead nearshore ramp-up and day-to-day operations across Larnaca and Athens, ensuring alignment with Telenor onshore teams in the Nordics and with the contract’s strategic plan and business targets.
- Ensure nearshore delivery directly supports Telenor’s contract-term objectives
- Free up onshore capacity for high-value sales and account-growth activities by reliably delivering low-value LOBs from nearshore locations.
- Maintain a scalable recruitment pipeline (sourcing, selection, onboarding, training) to meet ramp timelines and sustain delivery across the contract term. Track metrics such as time-to-hire, pipeline fill rates and attrition to safeguard continuity.
- Partner with the Foundever Transformation Team to deploy and operationalize automation/WFM/analytics tools; define and track ROI and performance improvement milestones over the contract lifecycle.
- Define, monitor and report on KPIs tied to Telenor’s business targets Align operational metrics with commercial and strategic objectives.
- Lead stakeholder engagement and regular business reviews with Telenor and internal senior stakeholders to ensure delivery is meeting contract milestones and to drive corrective actions when needed.
- Drive workforce planning, capacity forecasting and budget controls to meet contract financial and operational targets.
- Lead coaching, performance management and development of local operations teams to meet sustained performance objectives through the contract term.
- Ensure compliance with data protection, security and regulatory requirements relevant to Telenor operations.
- Lead root-cause analysis and continuous improvement initiatives to boost efficiency and delivery quality across the contract lifecycle.
Skills, knowledge and abilities
- Strong commercial and operational acumen: linking daily operations to contract KPIs, cost control and revenue/profitability outcomes.
- People leadership and change management experience.
- Solid knowledge of contact centre/BPO operations across B2B and B2C.
- Data-driven decision making and experience with performance dashboards, analytics and KPI governance.
- Experience with transformational tools and driving adoption and measurable ROI.
- Excellent problem-solving, process design, and continuous improvement mindset.
Job requirements
- Fluent Swedish and English (C1/C2) both verbal and written.
- Minimum 6 months’ experience in a BPO environment.
- Minimum 6 months’ tenure within Foundever.
- Based in (or willing to relocate to) Larnaca, Cyprus.
Preferred experience or qualifications
- Degree in Business, Management, Operations, or related field, or equivalent experience.
- Experience in operations management/leadership roles within BPO or contact-centre environments
- Familiarity with Telenor or telecom industry processes is a plus.
Additional clarifications
- The role covers both B2B and B2C operations.
- Performed on assignment from the Site Director in Kalmar (overall oversight); local reporting to the Site Director in Larnaca.
- Primary focus: operational excellence and ensuring nearshore operations run smoothly to achieve set goals and Telenor’s contract-term targets.