Empregos em Gestão / Administração / Secretariado

**Human Resources Generalist Portugal (HR Generalist)**

Join us as a **HR Generalist – Portugal** to drive business-critical human capital initiatives at the interface of technology, people, and performance.

## **Make your mark in Human Resources**

At AIG, people are our most valued asset, the primary source of our competitive advantage and the foundation of everything we do. The HR team partners with business leaders to recruit, develop and retain top talent. We position our colleagues to reach their full potential by providing them with the tools and opportunities to develop their career while maintaining a work/life balance. With a focus on Diversity, Equity and Inclusion (DEI) efforts, one of AIG and HR’s highest priorities, HR fosters a sense of belonging and encourages our colleagues to be themselves in the workplace.

**About the role**

**What you need to know**

Managing day-to-day **HR operations with key focus on payroll & Benefits administration**, To work with key stakeholders to **deliver HR plans and solutions** in close collaboration with the Head of HR Iberia Cluster. Ensure consistent application of HR guidelines and policies across the business unit in terms of payroll, leave, training interventions. Ensure consistent and accurate employee data is captured onto HR Database, for all HR reporting purposes.

**Responsibilities**

– **Payroll management & Benefits** Administration.
– Provide HR support to Managers and team members on HR related issues including **Talent Acquisition, Compensation & Benefits, Learning & Development** (Regulatory Requirements), **Communication & Engagement, Wellbeing initiatives and Culture and Inclusion** actions.
– Supports the administration and **maintenance of Human Resources Information Systems** processes and tools.
– Ensure HR systems and personnel files are updated as required
– Support **recruitment activities** for the assigned cluster by coordinating with the relevant HRBP and hiring managers, ensuring recruitment processes are aligned with company policies, and assisting with job posting, interview coordination, recruitment documentation, and follow-up as required.
– Liaising with managers on completing the recruitment process.
– Support line managers on all HR issues within their departments as requested.
– Provide **Employee Relations support** including grievances and ensure adherence to employment laws and market practices.

**What we’re looking for / Key Capabilities:**

– General Skills –as HR Generalist, you should have a good understanding of the different responsibilities of the function (eg. TA, L&D, C&B…), apart from the experience to perform the core function on payroll management & benefits administration.
– Bachelor’s degree in business, Human Resources or related field and/or equivalent combination of experience. Insurance industry experience is valued.
– Fluent in English (written and spoken), Portuguese (native) & Spanish (highly valued).
– Team contributor within the HR Iberia Cluster with a hands-on approach, flexible, and positive attitude that can influence the best outcome for the business and employees. Must be able to establish credibility, trust as well as balance the obligation to be an advocate for both the organization and its employees.
– Communication skills – interact effectively with the stakeholders around the business, senior management and colleagues.
– Organizational skills – personal efficiency, time management skills and the ability to prioritize competing demands are key.
– Professional Expertise – understanding of local employment law as well as key HR trends.
– Reliability in handling confidential and sensitive employee and company data.
– Willingness to propose fresh ideas and HR initiatives.
– Able to demonstrate analytical and problem-solving skills.
– Detail oriented.
– Able to work independently, when necessary, but also possess flexibility to collaborate with peers effectively.
– Experience operating in a rapid and complex changing work environment.
– **Location: Portugal (Lisbon).**

**We are an Equal Opportunity Employer**

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, colour, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

Ready to apply? We would love to hear from you.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

**Enjoy benefits that take care of what matters**

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

**Reimagining insurance to make a bigger difference to the world**

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

**Welcome to a culture of inclusion**

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

*AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.*

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.

Functional Area:
HR – Human Resources

AIG Europe S.A. (Portugal branch)

**Come and be yourself with us!**
Being a Bobber means bringing your whole self to work – whether you’re bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

**About Us**
HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we’ve supported over 3,000 companies worldwide, including Fulham FC, Airtasker, GoCardless, what3words and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees – who we affectionately call “Bobbers.”

**Main Deliverables**
– Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions.
– Manage a portfolio of accounts with a focus on renewal and expansion.
– Work closely with our customers with the drive to help them change their workplace and achieve their business goals

### Role & Responsibilities

– Build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management and success planning sessions
– Work to understand the HR objectives our clients have and how they contribute to the wider business goals. Work to become a trusted advisor within the account to tailor use cases and develop success plans to achieve desired outcomes.
– Manage a portfolio of accounts, partnering with customers to maximise value realisation through strong adoption, engagement, and business impact.
– Work closely with our customers various stakeholders with the drive to help them change their workplace and achieve their individual and business goals
– Become the customer advocate in Hibob, collaborating with our Product, Development, Marketing and Sales teams
– Protect existing revenue streams, identify opportunities and risks.
– Assess client health and develop strategies to mitigate churn
– Meet gross and net retention and CSAT/NPS KPIs through data-driven analysis, planning and execution
– Provide ongoing product enablement for customers across product catalogue
– Establish and maintain relationships with key stakeholders, strategic account planning and promote internal advocacy.
– Stay up to date with evolving HR industry trends, compliance changes, and emerging technologies to proactively guide clients and ensure the platform aligns with modern workforce needs.
– Anticipate customer challenges, issues and barriers before they arise to mitigate risk and add value

### Skills & Experience

– SaaS Account Management or CSM experience, owning an EU book of business with targets on net retention.
– Experience working in B2B (client-facing) role
– Fluent in English
– A passion to learn the products’ functionality, and you’re tech-savvy
– You demonstrate curiosity and practical experience in using AI tools to improve productivity, streamline workflows, uncover insights, and scale impact.
– A desire to work in a fast-paced scale up environment
– A strong work ethic, integrity and desire to succeed
– Executive project management skills and able to communicate effectively across the C-suite
– Experience working with Salesforce & Web-based technologies
– Experience with SFDC, Asana and/or ChurnZero is advantageous
– An HR or HRM background is advantageous

### Benefits
HiBob is a village filled with incredible people, and we’re proud of that. It’s a place where Bobbers can truly be themselves. We’re about fun, dreams, and ambition just as much as we’re about precision, growth, and high performance.

Becoming a Bobber means joining a company that values you as a whole person. You’ll receive competitive compensation, benefits, and pre-IPO equity – alongside all of this:

– Health Insurance for you and your family
– Prepaid meal card per working day
– Monthly Navegante Metropolitano Pass (40€)
– 22 days annual leave plus PT national holidays
– We have a flexible hybrid working model
– Work from home allowance – to get your home office set up!
– 2 Social Impact days per year for volunteering
– Awesome employee referral program – $2,500 for each successful referral with an additional ambassador programme
– Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
– Fun company and team social events (locally and virtually with our global teams)
– Bob balance days – Enjoy an additional day off each quarter

If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!
Belonging at HiBob

Our success depends on our people, and we want HiBob to be a workplace where everyone feels a sense of belonging and can thrive. We’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other protected class.

Please contact us at hiring@hibob.io if you’d like to discuss any adjustments to our process. We want you to bring the best of you.

**Job Description:**

We are now looking for a **Junior Accounts Receivable Accountant** to onboard our GBS. We have positions available both for Coimbra or Lisbon.

**Responsibilities – your mission**

– Performs the administrative tasks of the respective process
– Contributes to the Financial Statements elaboration
– Ensures compliance with the legal regulations, the accounting rules and the internal controls, following the standards and procedures defined by the Group experts and process managers
– Applies financial processes and tools, involving financial flows and transactions according to International Financial Reporting Standards (IFRS)
– Applies specific finance and transactional knowledge in Accounts Receivable process
– Defines the accounting structure and principles for general accounting and other financial and administrative transactions related to Accounts Receivable process and supports the harmonization between the different legal entities of the scope
– Proposes continuous improvement actions on Accounts Receivable process and systems
–

**Detailed tasks**
**In priority**

– Allocate the Incoming payments to the invoices manually or through electronic tools.
– Customer contract analysis and register them in SAP, including data creation and modification.
– Issue commercial delivery invoices, credit notes and advanced payments invoices according to legal, accounting and tax rules.
– Send the invoices to the customer, including additional documentation for the payment by post mail, email or electronic transmission when it is applicable.
– Get and verify external documentation like Airway Bill, Bill of Lading, Transfer of Title, Customer´s certificates, and others.
– Analyze and prepare the debtor’s statement of account.
– Send to the customer reconciliation debt letters monthly.
– Collaborate with business in the customer dunning process attending different debt committees and supplying debts reports.
– Customer bad debt analysis (including documentation), post bad debt provision when appropriate. Customers Write-off postings
– Analysis of Balance Sheet related accounts (Receivables, advanced payments)
– Prepare ageing report and sending it to the Business
– Support to the different audit process
– KPIs elaboration
– Application of internal controls in the transactions’ postings
– Other Reports

​**Requirements**
Profile: Junior accountant ( recent graduates) with Finance/Accounting/Business Admin/ Economic degree or with experience on accounting administrative tasks ( profile without an accounting/finance degree but with experience in accounting administrative tasks)

– Knowledge of accounting field and capacity to implement actions
– Accounting transactions and closing
– Internal Financial Control Standards
– Accounting Systems (SAP), preferable
– Lean principles for process continuous improvement
– Capacity to understand customer mindset and to translate in concrete actions
– IFRS and accounting processes
– Capacity to interact and influence with customers from different locations (US/Europe)
– Understanding of internal controls principles
– English – Advanced Level.
– Other language is a nice to have

**Benefits – what’s in it for you**

– Diverse career opportunities within Airbus European core countries or in other regions around the world.
– A hybrid working model, allowing you to combine onsite and offsite work.
– A motivated and fun crew to grow and build and shape the GBS together.
– An intense and exciting onboarding experience

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

**Company:**
Airbus Portugal SA

**Employment Type:**
Permanent
——-

**Experience Level:**
Entry Level

**Job Family:**
Transactional Accounting

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.

A Joom está a recrutar Product Managers para integrar as equipas de Customer Services, orientada para clientes B2C, ou Merchant Services, dedicada à experiência dos vendedores B2B. A posição é a tempo inteiro, em modelo híbrido e com base em Lisboa, existindo apoio à mudança para candidatos disponíveis para relocalização.

A Joom é um marketplace internacional de comércio eletrónico que permite a consumidores de diferentes mercados comprar produtos de todo o mundo. A empresa integra o Joom Group, um grupo tecnológico com sede em Lisboa e equipas em Portugal, Letónia, China, Alemanha e Brasil.

Responsabilidades na equipa B2C:

• Gerir e otimizar o funil de conversão dos utilizadores no website, desde as páginas de entrada até ao registo e à primeira compra;
• Identificar e priorizar oportunidades de crescimento ao longo do processo de aquisição;
• Colaborar com as equipas de marketing, pricing e comercial na definição e execução de objetivos de crescimento;
• Conceber, executar e analisar testes A/B;
• Analisar dados para medir resultados e aperfeiçoar iniciativas de produto;
• Utilizar ferramentas de inteligência artificial para acelerar a experimentação e a implementação de soluções;
• Contribuir para o crescimento da Joom nos mercados europeus.

Responsabilidades na equipa B2B:

• Desenvolver uma experiência self-service que reduza a complexidade e a dependência do apoio ao vendedor;
• Analisar as operações de suporte aos vendedores, incluindo os principais tipos de pedidos, custos e causas dos problemas;
• Determinar quais os processos que devem ser automatizados, melhorados ou despriorizados;
• Definir prioridades de produto em colaboração com a equipa de suporte, com base em dados;
• Desenvolver e gerir a plataforma self-service para permitir que os vendedores resolvam autonomamente a maioria das situações;
• Contribuir para a melhoria dos processos de integração de vendedores e publicação de produtos;
• Acompanhar indicadores como a taxa de utilização do self-service e a satisfação dos vendedores.

Requisitos:

• Mais de quatro anos de experiência em gestão de produto, com nível intermédio avançado ou sénior;
• Experiência prática na conceção e análise de experiências ou na avaliação e melhoria integral de processos operacionais;
• Facilidade na utilização de ferramentas de inteligência artificial e soluções no-code para testar e implementar soluções;
• Forte orientação para o impacto e capacidade de definir prioridades;
• Capacidade para tomar decisões e gerir compromissos com base em dados;
• Capacidade para conciliar a estabilidade das operações diárias com a implementação de mudanças;
• Nível de inglês igual ou superior a B2;
• Residência em Lisboa ou disponibilidade para mudança;
• Experiência com produtos operacionais, para integração na equipa B2B.

Será valorizado:

• Experiência com plataformas digitais ou marketplaces;
• Experiência de colaboração com equipas de marketing e aquisição, para integração na equipa B2C;
• Conhecimentos de produtos self-service e processos dirigidos a vendedores, para integração na equipa B2B.

Oferta:

• Apoio integral à mudança para Lisboa, extensível ao agregado familiar;
• Pacote remuneratório composto por salário base e bónus associados ao desempenho;
• Horário flexível e possibilidade de trabalhar remotamente até 52 dias por ano;
• Seguro de saúde com cobertura dentária para o/a colaborador/a e respetivos filhos;
• Subsídio diário de alimentação;
• Pagamento integral das ausências por doença;
• Acesso e licenças para diferentes ferramentas de inteligência artificial;
• Colaboração com equipas internacionais em Portugal, Brasil, Letónia e China;
• Oportunidades de progressão, formação profissional e aprendizagem contínua;
• Cursos de inglês e português;
• Atividades anuais de equipa e sessões de partilha de conhecimentos.

A Keenfinity está a recrutar um/a estagiário/a para a área de Gestão de Projetos, nas suas instalações da Zona Industrial de Ovar.

Esta oportunidade destina-se a recém-licenciados que pretendam desenvolver uma carreira em gestão de projetos, apoiando o planeamento, acompanhamento e documentação das diferentes iniciativas da empresa.

A Keenfinity desenvolve soluções profissionais de comunicação e segurança, contando com cerca de 4.000 colaboradores em mais de 40 países.

Responsabilidades:

• Apoiar a criação de planos, calendários e estimativas de recursos dos projetos;
• Preparar documentação, atas de reuniões, relatórios de progresso e apresentações;
• Facilitar a comunicação entre os elementos das equipas de projeto, stakeholders e fornecedores externos;
• Acompanhar tarefas, prazos e entregáveis;
• Apoiar a identificação de riscos e problemas relacionados com os projetos;
• Colaborar na definição de medidas destinadas a reduzir os riscos identificados;
• Recolher e analisar dados para apoiar a tomada de decisões e a monitorização do desempenho;
• Garantir o cumprimento das metodologias e dos processos internos de gestão de projetos;
• Apoiar a manutenção de relações positivas com os diferentes stakeholders;
• Participar em ações de formação, programas de mentoria e momentos de feedback;
• Contribuir para a melhoria contínua dos processos e das competências de gestão de projetos.

Requisitos:

• Licenciatura em Gestão de Empresas, Engenharia ou área relacionada;
• Interesse em desenvolver uma carreira na área de gestão de projetos;
• Boa capacidade de organização e atenção ao detalhe;
• Boas competências de comunicação oral e escrita;
• Atitude proativa e capacidade para identificar e resolver problemas;
• Facilidade de trabalho em equipa;
• Conhecimentos básicos de Microsoft Word, Excel e PowerPoint;
• Capacidade de adaptação a diferentes prioridades;
• Facilidade para aprender novas ferramentas e processos.

Oferta:

• Condições de trabalho flexíveis;
• Seguro de saúde;
• Acesso a consultas de nutrição, psicologia, fisioterapia e medicina geral nas instalações;
• Cantina;
• Estacionamento gratuito;
• Acesso a ginásio e atividades relacionadas com desporto, saúde e bem-estar;
• Formação técnica, formação em idiomas e acesso a certificações;
• Oportunidades de desenvolvimento e progressão profissional;
• Contacto com colegas e equipas de diferentes países;
• Acesso a descontos em produtos e serviços de entidades parceiras.

Diversidade e inclusão:

A Keenfinity promove a igualdade de oportunidades e valoriza diferentes origens, ideias e experiências. Todas as posições estão abertas a pessoas com deficiência, podendo ser disponibilizado o apoio necessário durante o processo de candidatura e no desempenho da função.

A Wondercom está a recrutar um/a Assistente de Backoffice para reforçar a equipa comercial em Lisboa, numa posição a tempo inteiro ligada à angariação de clientes particulares para a EDP.

O/A profissional irá acompanhar processos de contratação e propostas comerciais, apoiar a estrutura de vendas e assegurar o agendamento de instalações de painéis solares.

Responsabilidades:

• Prestar apoio administrativo à equipa comercial;
• Registar, confirmar e validar propostas comerciais e processos de contratação;
• Acompanhar clientes e contratos relacionados com a angariação de clientes particulares para a EDP;
• Agendar a instalação de painéis solares;
• Efetuar e receber chamadas da estrutura comercial;
• Esclarecer dúvidas sobre os processos de contratação;
• Atualizar e consultar informação nas ferramentas internas de gestão de clientes;
• Garantir a organização e o acompanhamento dos processos dentro dos prazos definidos;
• Executar outras tarefas administrativas inerentes à função.

Requisitos:

• Experiência profissional em funções administrativas ou de backoffice;
• Conhecimentos sólidos de Microsoft Office, especialmente Excel;
• Elevado sentido de responsabilidade e organização;
• Capacidade para gerir prioridades e acompanhar vários processos em simultâneo;
• Dinamismo, empenho e espírito de iniciativa;
• Boa capacidade de comunicação e relacionamento interpessoal;
• Facilidade no contacto telefónico e no apoio a equipas comerciais.

Será valorizado:

• Experiência anterior no setor da energia;
• Experiência com ferramentas de CRM;
• Conhecimentos de Salesforce.

Oferta:

• Integração numa empresa com mais de 26 anos de experiência nos setores das telecomunicações e energia;
• Formação inicial e contínua;
• Oportunidades de desenvolvimento e progressão profissional;
• Plano de prémios e comissões acima da média do mercado.

## **Our mission: e**liminating every barrier to mental health.

Spring Health is a global mental health company on a mission to eliminate every barrier to mental health. We’re building a world where getting support is simple, personal, and built around the person, so care can continue through every job, move, health plan, and life stage.

Our AI-native platform helps us deliver personalized support across self-guided tools, coaching, therapy, medication management, and specialty care. With outcomes independently validated by JAMA Network Open and the Validation Institute, Spring Health reaches more than 170 million people worldwide through leading employers, health plans, and partners.

As an AI-native company, we believe technology should expand the reach, quality, and humanity of care. Every Spring Health team member is expected to use AI tools thoughtfully, apply human judgment to AI outputs, and keep building AI fluency in ways that support their role and our mission.

The Implementation Manager, reporting to the Manager, Implementation, will lead a world-class customer onboarding process from the transition out of Sales through the handoff to Customer Success. This role will be Spring Health’s primary implementation resource for customers based in EMEA and will also support US-based customers where time-zone alignment allows. You will serve as a detail-oriented project manager and trusted customer consultant, bridging internal and external teams to resolve complex issues and maximize customer programs. Success requires comfort identifying and proposing solutions when information is incomplete or evolving.

**What you’ll do:**

– Lead end-to-end project management for customer implementations.
– Serve as the primary customer contact during implementation and build strong relationships.
– Define and align customer requirements and expectations internally and externally, ensuring delivery by go-live.
– Own non-standard customer requirements by gathering needs, aligning resources, and turning one-off requests into repeatable processes.
– Manage project plans for internal and external stakeholders and provide timely updates.
– Identify and assess customer onboarding risks, proactively escalating them to internal leadership.
– Collaborate cross-functionally to design and implement scalable, automated improvements to the implementation process.
– Serve as a team and cross-functional subject-matter expert on the implementation process.
– Support Sales so prospects understand and feel confident about the implementation process.

**What success looks like:**

– Customers launch on time.
– High customer satisfaction, measured through Implementation CSAT.
– Time to first value for customers is as short as possible.Issues and risks are identified and remediated in a timely manner.
– Project teams and internal operations stakeholders stay seamlessly aligned.
– Key initiatives directly related to department scalability are completed.

**What you’ll bring:**

– Bachelor’s degree or higher.
– 3+ years of experience in implementation, customer success, account management, client services, and/or client operations.
– Experience creating cross-functional product requirements documents, standard operating procedures, or playbooks.
– Advanced experience with customer relationship management and project management tools, such as Salesforce and Rocketlane.
– Strong listening and communication skills, with a creative approach to solving root problems strategically.
– High integrity, organizational skill, attention to detail, humility, resourcefulness, ambition, professionalism, and a proactive approach.
– Ability to navigate internal and external teams and align stakeholders around complex customer needs.
– Comfort identifying and proposing solutions when information is incomplete or evolving.
– A deep passion for transforming mental healthcare and eliminating barriers to care.
– Multilingual, with professional fluency in English and at least one additional language relevant to the customers this role will support.
– Willingness and ability to travel as necessary, approximately 10%.

**Nice to have:**

– Experience in HealthTech, employee benefits, mental health, or a similar industry.

*The target base salary range for this position is **$36,000 – $41,400 EUR** and is part of a competitive total rewards package including benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using [**Radford Global Compensation Database**](https://springhealth.link/jd-2022-09-radfordcomp) at minimum to ensure competitive and fair pay.*

**Not sure if you meet every requirement?** [Research shows](https://pubsonline.informs.org/doi/10.1287/mnsc.2023.4907) that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to [Thrive](https://www.springhealth.com/careers). If this role excites you, we encourage you to apply.

***Our privacy policy:*** [***https://springhealth.com/privacy-policy/***](https://springhealth.com/privacy-policy/)

*Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.*

A Jolera procura um/a Team Lead de Service Delivery para liderar uma equipa de profissionais de Service Desk, numa posição a tempo inteiro e presencial no Porto.

O/A profissional será responsável pela qualidade e continuidade do suporte técnico prestado aos clientes, coordenando equipas distribuídas por diferentes localizações e fusos horários e garantindo a cobertura permanente do serviço.

Responsabilidades:

• Liderar e acompanhar uma equipa de profissionais de Service Desk distribuída geograficamente;
• Garantir uma prestação de serviço consistente, eficiente e alinhada com os padrões de qualidade da Jolera;
• Assegurar o cumprimento dos processos, procedimentos e orientações definidos pela gestão de Service Delivery;
• Prestar liderança técnica, acompanhamento e orientação à equipa;
• Organizar ações de formação, coaching e desenvolvimento profissional;
• Gerir os horários e recursos necessários para assegurar uma cobertura permanente, 24 horas por dia, sete dias por semana;
• Ajustar os horários e níveis de pessoal em função da procura, das prioridades e dos níveis de serviço estabelecidos;
• Dar feedback regular sobre o desempenho e definir oportunidades de melhoria e desenvolvimento;
• Garantir que todos os pedidos recebidos são registados, priorizados e resolvidos dentro dos prazos definidos;
• Participar na gestão de escalamentos e na resolução de incidentes críticos;
• Assegurar disponibilidade para rotações de prevenção, apoio fora do horário habitual e cobertura ao fim de semana;
• Promover a partilha de conhecimentos e a formação cruzada entre os elementos da equipa;
• Supervisionar a monitorização dos ambientes dos clientes e a resposta a eventos com impacto no serviço;
• Realizar revisões de qualidade e implementar iniciativas de melhoria contínua;
• Manter uma comunicação clara e atempada com clientes, equipas internas e restantes intervenientes.

Indicadores de desempenho:

• Cumprimento dos níveis de serviço relativos aos tempos de resposta e resolução;
• Qualidade, rigor e rastreabilidade da documentação registada no sistema de tickets;
• Aumento da taxa de resolução no primeiro contacto;
• Rapidez na identificação, escalamento e resolução de incidentes;
• Satisfação dos clientes com o serviço prestado;
• Evolução do desempenho individual e coletivo da equipa;
• Cobertura adequada das operações e cumprimento dos horários definidos;
• Eficácia na gestão de escalamentos e redução do impacto no negócio.

Conhecimentos técnicos:

• Experiência sólida com sistemas operativos Windows, macOS, iOS e Android;
• Conhecimentos de Microsoft 365 e Google Workspace;
• Experiência com Active Directory, Citrix e ferramentas de suporte remoto;
• Conhecimentos de configuração e diagnóstico de impressoras em rede;
• Capacidade avançada para diagnosticar problemas em computadores, portáteis, smartphones e equipamentos periféricos;
• Experiência com sistemas de tickets, documentação de incidentes e processos de Service Desk.

Perfil procurado:

• Experiência na liderança ou coordenação de equipas de suporte técnico;
• Capacidade para gerir equipas e operações distribuídas por diferentes fusos horários;
• Forte capacidade de resolução de problemas;
• Excelentes competências de comunicação;
• Espírito de equipa e capacidade de colaboração;
• Boa organização e gestão do tempo;
• Orientação para o cliente e para a qualidade do serviço;
• Capacidade para trabalhar sob pressão e gerir prioridades;
• Disponibilidade para participar em escalamentos e rotações de prevenção.