In partnership with one of our clients, a leading german automotive company, Randstad is recruiting for a O2C Delivery Lead position.
Company Description :
They are a part of a strong international team and a leading player in the commercial vehicle manufacturing and transport solutions sector. As part of a global group, they are commited to innovation, operational excellence, and shaping the future of mobility.
Their newly established Global Business Services (GBS) united is dedicated to optimizing and streamlining end-to-end business processes across finance, human resources, sales support, and procurement. With delivery centers spanning multiple locations worldwise, they focus on quality, efficiency, and continuous improvement to ensure seamless service delivery.
GBS plays a strategic role in the company's long-term success, actively contributing to its growth and development.
By joining them, you will be a part of a forward-thinking team that drives impactful change and supports a dynamic operational environment.
Responsibilities
The O2C Delivery Lead will be responsible for overseeing all GBS O2C operations staff. This role focuses on managing daily operations, ensuring adherence to processes and maintaining service quality to GBS clients
The key responsibilities of this role are:
Leadership and Management:
* Lead, manage and steer the sales and customer service operations teams to achieve performance targets
* Monitor daily operations to ensure efficiency and quality
* Foster a positive and collaborative work environment
* Motive and develop talent pipeline
* Ensure knowledge retention in the GBS organization
Process Adherence:
* Ensure team adherence to established processes and procedures
* Implement continuous improvement initiatives to enhance operational efficiency
* Monitor compliance with company policies and regulatory requirements
Service Quality:
* Maintain and increase high standards of service quality in all sales operations
* Address and solve any operational issues or customer complaints promptly
* Develop and implement strategies to improve customer satisfaction
* Support required quality processes i.e ISO certification and audits
Reporting and Analysis:
* Prepare and present operational reports and performance metrics regarding sales operations
* Analyze data to identify trends and areas for improvement
* Implement corrective actions based on analysis and feedback
Stakeholder Management:
* Collaborate with internal and external stakeholders to support business objectives
* Communicate effectively with management and other departments
* Build and maintain strong relationships with key stakeholders
Requirements
Education and Experience Requirements
* Minimum 7 years of experience in a leadership / management role
* Experience in sales and customer service operations ideally in automotive sector, in a multinational company; experience in a GBS / SSC environment is highly valued
Skills and Competencies
* Good knowledge of sales and customer service processes
* Excellent communication and interpersonal skills, with strong leadership and team management abilities
* Highly organized with strong attention to detail and ability to manage multiple priorities and deadlines
* Customer-focused mindset with a commitment to providing high-quality service
* Fluency in English is required; proficiency in German is a plus
Benefits
* Working in a dynamic environment with vibrant team spirit
* Career opportunities within the company
* Home office policy of 2 days / week
* Additional days off on Dec 24th and 31st
* Birthday off
* Referral Bonus
* Life Insurance
* Health Insurance, extended to family members