Viking Assistance Group

Viking is Norway’s largest roadside assistance company and a leading Nordic assistance group, focused on customer satisfaction and innovation. With 65 years of experience navigating harsh natural conditions, they ensure efficient and safe mobility for vehicles and passengers across Norway, Sweden, Denmark, and Finland through a network of fully owned and franchise stations. Viking employs about 350 people directly, with 3,000 more active in their franchise network. They offer assistance for all types of vehicles and partner with car manufacturers, insurance companies, and international partners across Europe. Acquired by If P&C Insurance in 2019, Viking continues to develop its services, backed by strong financials and a well-established brand.

The Position

As the General Manager, you will lead and oversee the daily operations of two customer support centers in Spain (Torrevieja and Malaga), managing a diverse team of 200+ employees. The offices are inbound customer service centers, each led by a Site Manager that will report to the General Manager and has no outbound sales activity. Your area of responsibilities will include:

• Foster a culture of excellence, productivity, and support within the customer service center. We emphasize that this is not sales-oriented personnel and is rather an emergency rescue support center.
• Monitor and improve customer support center performance, including service quality, response times, and customer satisfaction.
• Recruitment responsibility as well as develop and implement training and development programs to enhance the skills and capabilities of customer support center staff.
• Collaborate with the executive team to align operational strategies with the company ́s overall business goals.
• Oversee the implementation of best practices, standard operating procedures, and quality control measures to maintain service excellence.
• Monitor and manage operational budgets, optimizing resource allocation and cost- efficiency.
• Cultivate and maintain strong relationships with key stakeholders, including partners, vendors, and regulatory authorities, as well as providing guidance and mentorship to managers and staff.
• Serve as the primary point of contact for cross-functional communication between the Spanish customer service center and Nordic operations.

The Candidate

• Proven experience as a General Manager or in a similar senior leadership role, preferably in a customer support center or operations management
• Demonstrated ability to lead and manage large teams, fostering a culture of excellence and performance.
• Strong operational and financial acumen, with a track record of effective budget management
• Excellent communication, negotiation, and interpersonal skills Strategic thinker with a focus on innovation and process improvement
• Proficiency in English and at least one Nordic language
• MBA/MSC or equivalent
• Must want to live in Spain

  What Viking offers

  As the General Manager, you will take charge of professionalizing procedures and routines, making a significant impact as a visible leader in shaping the company's future. Your role will directly impact the success of our operations. Be a catalyst for development and innovation and work closely with the executive team to chart the course for the company's development and expansion. Your leadership will be instrumental in streamlining processes and elevating operational efficiency, contributing directly to achieving company goals. Join a financially secure company within a supportive organizational structure. Enjoy a competitive salary and benefits package that reflects your experience and contributions.