Head of Operations in Service Center

We are looking as an inspiring role model in accordance with our client's leadership competencies, especially in the change process (change management/transformation) and prepares them for the changing world of work and will proactively contributing to the transformational journey of Diabetes Care in our client's company. You will be reporting to the Head of Customer Services for Europe and be in charge of leading and developing a team of around 14 back-office experts based in Germany and Spain.

You have to make sure your team provides the best possible support for the administrative processes and service infrastructure in the area of Customer Services in order to ensure that the goals are set and will be achieved. All agreed results are planned, managed, controlled and adhered to with regard to the defined goals in the area of responsibility.

You are responsible to plan the resources for your area of responsibility according to requirements. You are continuously monitoring the key performance indicators and day-to-day business and, if necessary, initiates the necessary optimization measures.

During your day-to-day:

- You will be leading, motivating, assessing, coaching and developing the subordinate employees, especially in the change process (change management / transformation).
- You will ensure the qualitative and quantitative processing of all tasks to be fulfilled in the area of responsibility in the areas of administration and service infrastructure (CRM, telephony, IT support software and hardware) for the area of Customer Services Europe and best practice for ENAM, coordinating and setting priorities.
- You will be in charge of conceptual editing of standardized structures, tools, lists, etc., as well create a process landscape for the processes responsible.
- You will ensure resource planning and communication;

o Independent planning and control of the deployment of personnel, the distribution of tasks and the work processes for the Administration Infrastructure team.
o Ensuring a smooth communication process with regard to all relevant Information to involved employees, customers and interfaces in Mannheim and Barcelona as well as ENAM,
o Describing all responsible work processes in accordance with the guidelines and specifications with regard to completeness, content and currency.

- You will be in charge of continuous monitoring of key figures and day-to-day business as well as initiation of optimization measures;

o Continuous analysis and evaluation of the key figures relevant to the control of day-to-day business and, if necessary, review and follow-up appropriate measures.
o Monitoring and discussing the key figures in the team.
o Recognizing inefficient business processes and developing suggestions for optimization within the framework of operational, strategic goals and cost budgets.

- You will engage in pro-active participation in or management of projects in order to continuously develop the processes in the area of administration and infrastructure.
- You will identify inefficient business processes in the area of responsibility and initiate relevant projects.

You are the person we are looking for if:

- You have at least 2 years experience as Team Leader.
- You have experience in the Customer Services area, preferably in Health Care/Medical device industry is a plus.
- You have following Language skills:
o A fluent command of English and Spanish.
o A good knowledge of German or any other European language will be very valuable, but not mandatory.
- You have a Postgraduate and/or Master’s degree in for example Business Management, IT or related field.
- You have experience with Telephony System (Genesys) or CRM (Salesforce) - a big plus, but not mandatory.
- You have good knowledge of Microsoft Office and GSuite.
- You posses methodological competence, analytical skills and affinity for numbers and figures.
- You have excellent communication skills, empathic, solution-oriented and team-oriented approach.
- You have quick comprehension and willingness to take responsibility, works with autonomy and flexibility.
- You enjoy Multi-tasking, you have agile skills and high flexibility to adapt to changes.
- You are always willing to learn and grow with an attitude to go beyond.
- You have flexibility to travel.

- Competitive Salary.
- Flexible working hours + remote work.
- Permanent contract.