– Managing of up German speaking accounts
– Planning and distributing workload appropriately to ensure that business needs, SLAs, OLA and deadlines are met
– Producing and analysing management reports to allocate work and meet business requirements
– Providing clear, concise and relevant communication to ensure clarity of objectives and outputs required
– Representing the account(s) in front of external and internal stakeholders with support
– Resolving customer escalation in a timely manner to avoid disruption and minimise business impact
– Understanding and supporting the financial impact of operation with guidance, controlling team related budget elements
– Ensuring that the team members are adequately trained, encourage development of skills, ensure backup structure is in place
– Conducting performance reviews in line with company policies. Regular coaching, mentoring and feedback giving to team members in a professional manner
– Being responsible for management of resourcing requirements (attrition and retention) based on business requirements
– Being accountable for having the SOPs up-to-date
– Reviewing processes with the mindset of continuous improvement to maintain a high level of service quality.
– Being exemplary in company values, integrity, self-responsibility, motivation and customer orientation
– Supporting operations manager in managing the account.
You are the ideal candidate if…
– Fluency in German and English.
– Proven experience in people management.
– Background in order processing, customer service, and service coordination.
– Strong ability to build relationships with key stakeholders and senior management.
– High level of stress tolerance and resilience.
– Skilled in coaching team members to recognise and leverage each other’s strengths to achieve team goals.
– Excellent administrative skills with the ability to analyse data and generate reports.
– Outstanding time management capabilities, including coordination, organization, and prioritization of work activities.
– Ability to ensure, maintain, and enhance a Continuous Improvement mindset within the team.
– Experience in effective communication with stakeholders.
– Collaborative and supportive team player.
– Flexible and adaptable approach.
– Demonstrates exemplary the company values: integrity, self-responsibility, motivation, and customer orientation.
What can we offer to you?
– Professional and personal development (clear structure depending on taking the lead of your own career)
– Working in a global structure
– Work in a fun and diverse atmosphere
– Flat management structure with an open door policy
– Have a stable workplace with a flexible office schedule (due to hybrid working)
– Language courses, soft skills training and talent programmes
– Medicover private health care package and cafeteria benefits