The Market Service Delivery Manager is responsible for the organization of the Market Service Delivery team and the training and development of the Service Delivery Handlers to deliver the services to our client, piloted by the KPIs and the SLAs and at the right quality. The Market Service Delivery Manager is also in charge of the daily relationship with the client, ensuring regular reviews and reports. He reports to the Global Service Delivery Director/a



Main tasks, duties, and responsibilities:



- Manage the services' performance (productivity, quality, KPIs, SLA, etc.).

- Manage all the German team, including training and coordination activities.

- Identify opportunities for the development of the collaborators and accompany them in their development

- Communicate regularly to IG Germany operational results

- Conducts collaborators talks and reviews concerning performance and adherence to guidelines

- Manage all working and operational requests (absences, sick leave, working times, etc.)

- Enforce company policies and suggest continuous improvement

- Support conflict resolution

- Make sure the teams understand the processes.

- Define and follow the learning curve of each collaborator.

- Deliver training, coaching, and assessment when necessary

- Continuously improve the training tasks

- Be in close collaboration with IG Germany training, operational and management teams

Report to the IG GSF Service Delivery Director/a



Requirements:

-5 years of experience in car retailers or car repair management

-3 years of experience in coordination or management of an operational team

-Learning & Development skills

-Coaching skills

-Customer Care Management skills

-Workflow Management skills

-Microsoft Office

-Pro-active

-Excellent verbal and written communication skills Collaborative, Results Orientated,

-Resilient, Flexible and Adaptable with the ability to influence

-Ability to analyze data and make recommended changes

- German legacy applications



Benefits:

- Starting day: end of January

- Permanent contract.

- Monday to Friday 9.00h to 18.00h

- Salary: 28K+10K bonus