About this role
OCS MANAGER-PMTS Operations & Customer Service Manager Product Marking & Traceability Solutions Role Purpose The Operations & Customer Service Manager is responsible for ensuring the reliable delivery, support, and operational continuity of SICPA’s solutions in Ecuador. Acting as the primary operational interface with customers and key stakeholders, the role ensures service excellence, contractual compliance, operational performance, and customer satisfaction while leading local teams and supporting business growth. Key Responsibilities Operations & Service Delivery Lead all local Operations and Customer Service activities. Ensure compliance with SLAs, KPIs, security standards, and operational procedures. Monitor service performance, manage incidents, and implement corrective and preventive actions. Drive continuous improvement initiatives to enhance reliability, efficiency, and service quality. Ensure proper management and traceability of assets, equipment, and sensitive materials. Support operational readiness and deployment of new solutions and services. Maintain compliance with quality, security, and HSE requirements. Customer & Stakeholder Management Act as the main operational point of contact for customers. Build and maintain strong relationships with customer representatives, government entities, regulatory authorities, and business partners. Conduct operational reviews and performance meetings. Anticipate and mitigate operational risks impacting service delivery. Support the identification of business growth opportunities through customer engagement. Leadership & Team Management Lead, coach, and develop local operations and customer service teams. Define performance objectives and ensure effective resource allocation. Foster a culture of accountability, security awareness, collaboration, and continuous improvement. Recruit, develop, and retain high-performing talent. Profile Education Master's degree in Engineering, Operations Management, Industrial Management, Supply Chain, Business Administration, or a related field. Experience Minimum 10 years of professional experience, including at least 5 years in operations, service delivery, customer support, or industrial leadership roles. Experience in manufacturing, industrial, Oil & Gas, beverage, logistics, or highly regulated environments is preferred. Proven experience managing customer-facing operations within SLA and KPI-driven environments. Experience working with government agencies, regulatory bodies, customs authorities, or public-sector organizations is an advantage. Technical Skills Strong knowledge of incident management, root cause analysis, risk management, and continuous improvement. Experience in asset management, inventory control, auditing, and operational compliance. Solid understanding of Health, Safety, and Environment principles. Strong business acumen and operational leadership capabilities. Competencies Excellent stakeholder management, communication, and negotiation skills. Strong analytical, problem-solving, and decision-making abilities. High integrity, accountability, and customer orientation. Ability to perform effectively in complex, fast-paced, and multicultural environments. Languages Fluent English and Spanish (C1). Approximate length: 3,100 characters. Competencies 01.Exercise sound judgment 02.Anticipate opportunities 03.Push for innovation 04.Roll-out the strategy 05.Design and align the organization 06.Ensure delivery 07.Drive for results 08.Promote learning 09.Develop team leadership and expertise 10.Develop relationships