Oorspronkelijke vacature omschrijving:

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The ITS/GC department has grown from the local IT Provider for the Mercedes-Benz Customer Assistance Center (CAC) to the Global Service Provider for the core Customer Care Center (CCC) Ecosystem of Mercedes-Benz worldwide. Our ecosystem is supporting 20.000 dealers, 3000 call center agents and 600 local back-office employees that make use of our solutions worldwide.

The function

The main goals of the Data Steward are to ensure the data governance and data management of applications within the Mercedes-Benz Customer Assistance Center (CAC). This includes implementing data quality checks, implementing role-based access controls and monitoring the adherence to regulatory requirements.

The Data Steward will be part of an international team, working out of the Maastricht offices, and cooperating with suppliers worldwide. Within this environment the Data Steward ensures that data is handled responsibly, securely and in compliance with regulations. He/She defines and coordinates the data governance and data management processes on both strategical as operational level. With this, the Data Steward plays a crucial role, both for the product innovations in our Agile Release Train (applying SAFe), and for Finance and HR applications.

Tasks and responsibilities:

• Create and maintain policies and a framework for data management and governance
• Act as a liaison, facilitating communication between data managers/custodians and other stakeholders
• Ensure the accuracy, completeness and consistency of data related to customers, cases, phone calls, emails, etc.
• Coordinate and monitor data quality checks, data discrepancies’ resolutions and data quality metrics
• Supervise the management of metadata and the classification of data objects
• Oversee data lineage governance (tracking the origin of the data pieces and record its usage in a data catalog)
• Monitor that (role based) access controls are defined and managed for different types of data, ensuring that only authorized personnel have access to sensitive information
• Oversee and enforce data security protocols and practices to protect data integrity, confidentiality, and availability within the organization
• Ensure that customer data is handled in compliance with relevant laws and regulations, implementing policies and procedures for data anonymization, data retention and data breach response
• Educate data managers and custodians on data governance practices and tools, e.g. by organizing training sessions
• Periodically audit data management processes and define, recommend, and implement improvements
• Prepare and present reports on data governance activities and progress

Requirements

What do you bring:

• Bachelor or Master degree in Computer Science, Information Technology or a similair field
• Strong analytical skills to identify data issues, assess their impact and develop effective solutions
• Professional experience in roles related to data stewardship, data management, data governance or compliance
• Solid understanding of data management principles, practices and methodologies. This includes knowledge of data quality, data integration, data governance frameworks and data lifecycle management
• Excellent analytic and interpersonal skills to influence and engage colleagues, along with a broad understanding of the businesses they support
• Certifications in data management, data governance, or related areas (e.g. Certified Data Management Professional – CDMP)
• Proficient with DAMA-DMBOK framework and with Data Catalogs and different metadata repositories and types of meta data
• Good understanding of relevant data privacy regulations such as GDPR
• Must be an influencer and decision maker to make critical decisions in a timely manner
• Strong understanding of enterprise-level applications and their integration with business processes
• Knowledge of risk management principles and data security best pratices
• Technical proficiency in database management systems, data modeling, data visualization tools and data governance software can be advantageous
• Good knowledge of Agile frameworks (specifically SAFe) is a pre
• Excellent language skills in English - both spoken and written is required for communicating with stakeholders
• Ability to balance the big picture with meeting the day-to-day needs of the organization
• Familiarity with call center operations, processes and systems is a plus
• Ability to be flexible and work accurately and outcome based, both independently and in a team environment, in a dynamic and multi-tasking environment

We offer

What do we offer?

You will join a multicultural, innovative, and informal international working environment with interesting conditions, both primary and secondary:

• A full-time year contract
• The salary range (SG G) for a full-time position (40 hours) is between €4500 and €6400 gross per month depending on experience
• We work hybrid. This means that we combine working at the office and home
• 25 vacation days
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Company result oriented bonuses
• Transportation plan: free bike every 3 years, free public transport, or contribution to fuel costs
• Collective health insurance at discounted rates
• Non-contributory Pension plan
• If applicable, we offer a comprehensive relocation package

The procedure

Does this role fit your expectations for a new challenge? Then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons, we can only accept applications via the above process.