The Mercedes-Benz Group AG is one of the most successful automotive companies in the world. With Mercedes-Benz AG and the divisions Mercedes-Benz Cars, Mercedes-Benz Vans and Mercedes-Benz Mobility AG, the vehicle manufacturer is one of the largest and most successful suppliers of premium passenger cars.
The Operations & Credit Operations- OneHUB is responsible for creation of a framework to implement centralized and integrated business operations centers on three continents, delivering the most efficient processes to our customers. Our aim is to have the First OPS Hub "live" with operational readiness reached for pilot markets, designed as a scalable blueprint for Global Operations Hubs. With the Hub, we will reduce operational costs while ensuring a standardised luxury customer experience. It will also help us to be one step ahead of our competitors and to balance phases of high and low demand, and therefore improving overall competitiveness and efficiency. Additionally, our operating model will be enhanced with the best of industry and global MBM best practices.
We are a global team with international and diverse experience, co-located on multiple continents. We are committed to an Agile mindset, working with the Scrum and Scaled Agile Framework (SAFe) methodologies in a hybrid working arrangement. The team displays a very high commitment to our objectives and is determined to go the extra mile to achieve them. We place a high value on communicating directly and as equals in regular meetings. We also believe it is important to be constructive and honest. The team believes in customer collaboration and quick response to change. Working for one of the Must-Wins for MBM, you will be responsible for subprojects and a wide range of exciting tasks with a considerable impact on the entire organization.
Your tasks will be:

• Team & Performance Management – Steer, coach & develop contract management team. Embed performance oriented & customer centric team culture. Set the targets and lead team to accomplish them
• Manage contract management team (in Hub as well as markets) in providing exceptional service delivery to stakeholders for the Hub
• Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for markets in the Hub
• Manage business analytics for contract management and apprise management on a regular basis through continuous communication channels. Provide assistance for critical decision making on process/system gaps
• Monitor activities related to execution of early termination, write-off, restructuring, part payment, contract closure
• Regularly monitor and meet operating metrics such as key performance indicators, performance plans, prepare regular reports, and analyze agent performance output and quality, complete spot checks and give side by side “in the moment” training/coaching to the team
• Accurately diagnose any performance issues and place an effective plan of action to address root causes including additional training and coaching
• Follow up on identified issues with departments and recommend corrective actions to ensure complaint resolution
• Responsible for ensuring team has strong compliance and everyone is performing all tasks fairly (From logging on time to ensuring correct resolution/guidance)
• Actively participate and contribute to recruiting new members for the team / wider team
• Ensure the knowledge database (SOPs / Process Maps) is maintained and updated timely with any changes in procedures with business sign-off on periodic basis
• Focus on motivation & retention of staff through career mapping and guiding team members
• Act as the focal point for inter-team and inter-market queries
• Assist in the administration of customer billing & receivables (e.g. receipting, waiver, refund, etc.)
• To ensure optimized processes and systems are available to support efficient and effective daily operations
• Drive digitization and innovation within the contract management function in conjunction with HQ standards
• Manage business relationships with key stakeholders in the markets, HQ and the Hub
• Ensure development of team through regular assessments and training
• Ensure all daily operations are fully complied with relevant laws, regulations and guidelines
• Ensure support for external audits and develop internal audit mechanism to manage business risk
• Ensure support & coordination for Operational Transformation (OneOPS)

What you bring to the table:

• Bachelors or Masters degree in Business Administration, Engineering, Accounting or Finance
• Proven experience and understanding of financial products, services, contract management and operational processes
• Extensive knowledge of CMS and related systems
• Practical knowledge of implementing Operations DLM journey (e.g. eSign, Digital mandates, etc.)
• 7 to 10 years direct experience in people management and leadership role
• Knowledge of local regulations within Asia Pacific markets
• Languages: Oral & Written English, Proficiency in Asian languages preferred
• Performance oriented and customer centric mindset
• Ability to collect data and establish facts and identify trends and variances
• Ability to integrate information from a variety of sources with varied levels of complexity
• Driver of topics and confident decision maker
• Excellent communication skills to effectively manage stakeholders
• Confident, patient, polite, tactful and diplomatic, when dealing with difficult situations
• Ability to motivate, supervise and lead an international team
• Hands on experience of Agile implementation (Added advantage Certified SCRUM and/or SAFe Product Owner or Scrum Master)
• Hands on experience on Robotic Process Automation

Personal skills:

• Leadership – Ability to coach & mentor people, manage career aspirations and provide support structures for people development. Creates a team environment of accountability and commitment for reaching project goals
• Communication skills – Delivers oral and written communications with clarity and impact. Excellent interpersonal and presentation skills
• Project management skills – Strong Influencing skills and clarity of thought on effective project management. Must be able to work in dynamic and tight deadlines to meet the project schedules
• Intellectual agility – Analytical outlook, critical thinking, and investigative skills
• Influencing skills – Ability to effectively influence & motivate others and to work in diverse teams and with multiple stakeholders
• Creative problem-solving skills – Tact and diplomacy, when dealing with difficult situation. Excellent communication, negotiation and conflict management skills
• Collaborative approach – for resolving the issues with markets & peers/sub-process areas with stakeholders at different management levels
• Understanding of Continuous Improvement concepts (Six Sigma, Lean, etc.)
• Experience with matrix driven global organization – Proven track record of building strong relationships with internal and external stakeholders
• High degree of self-motivation and ability to work independently with minimal supervision
• Strong analytical capabilities and ability to take on a strategic as well as an operational perspective

- Strong customer- and team orientation