Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.

This job falls under the Global Contact Center Governance & Steering department; responsible for harmonizing processes and systems at Daimler contact centers worldwide, enabling a global platform with the goal of higher efficiency and continued development of our business model.

The function

In this role you are responsible for the overall management of international projects throughout its lifecycle. You manage large scale, high risk, strategic projects that involve multiple stakeholders in EMEA, NAFTA and Overseas, including external service partners/vendors. You as an international project leader provide leadership to cross-functional teams responsible for delivering defined project outputs to time, budget and quality criteria. Besides, you ensure adherence to project management methodology best practices, project manager mentoring, perform reviews and reinforces the enterprise knowledge management by lessons learned and best practices development. You also operate in complex projects with higher impacts and visibility. You are the ambassador for the Governance role and advocate a blueprint approach.

You define and lead the capture of the Business requirements and provide the REQM consolidated document. Furthermore, the job holder identifies key topics, stakeholders, issues and facilitates solutions and escalations in cooperation with the (IT) experts. You act as end to end consultant ensuring stakeholder management, delivery management, execution and handover to the support organizations.You will be leading international projects, which implement an ecosystem of IT systems, solutions and methodologies that enable clients/business partners to optimize their call center business as part of the overall Daimler strategy on Connected Mobility. You lead and guide several large projects and takes complete ownership on day to day issues related to the assigned tasks.

As the project leader you will be working with international stakeholders and business partners, internal technical teams and external providers. You are responsible for setting up the project, organization of the project team, targets & milestones, planning, ensuring implementation of best practices while managing time, budget and quality borders.

• Manage the project team to ensure on-time and within-budget delivery of all assigned tasks; Manage issues & risks, schedules & dependencies and budget in assigned projects; Manage scope to ensure commitments are achieved within agreed time, cost and quality parameters; Monitor and evaluate project progress, maintain project documentation and provide status reports to team and stakeholders; Communicate project timelines to internal and external stakeholders and ensure adherence to milestones and assigned tasks; Manage & execute standardized updates and ad-hoc analysis on project status
• Realize the execution of project plans in the own functional area, including coordination between the parties involved, transfer relevant knowledge and documents
  to relevant parties, in order to make sure that end results meet the project targets and
  demands
• Formulate and present possible solution directions and give an opinion on a preferred
  solution based on solid arguments and the relevant policies, in order to enable the
  (internal) customer to take decisions.
• Ensure the roll-out and associated change management till a successful handover to line business is guaranteed
• Guide and ensure implementation and knowledge sharing with regards to solutions in
  such a way that it can be incorporated in daily practice

Provide feedback on policies, procedures and standards in own functional expertise and provide suggestions and proposals for improvements and support the Department Manager in development and implementation of policies, guidelines, tools and instruments for the own team and/or discipline, in order to contribute to an adequate and integral approach of business issues.

Requirements

We are looking for professionals with a strong academic business background that are fluent in corporate language English combining project management with excellent stakeholder management skills and business knowledge.

Further requirements:

• Highly developed communication skills both verbal & written
• Advanced vocational/specialized know how of instruments and methods within project management
• Used to complex international environments and interacts on Operation, Tactical and Strategic level
• Working experience in large IT projects
• Working experience in Call Center environment
• Working experience of 3-5 years in international complex environments with more than 10 team members
• Capable of managing complex international roll outs and other project implementations
• Able to identify process improvements and prepare info session for the department manager
• Prince2 practitioner or equal level
• Senior analytical thinking
• Senior customer focus
• Expert in conflict management
• Great initiative
• Senior Knowledge Management skills
• Senior leadership skills
• Senior organizational knowledge                  
• Expert project management skills    
• Very experienced in team work

This role requires ± 50% international travel

We are looking for professionals with a strong academic business background that are fluent in corporate language English combining project management with excellent stakeholder management skills and business knowledge.

Further requirements:

• Highly developed communication skills both verbal & written
• Advanced vocational/specialized know how of instruments and methods within project management
• Used to complex international environments and interacts on Operation, Tactical and Strategic level
• Working experience in large IT projects
• Working experience in Call Center environment
• Working experience of 3-5 years in international complex environments with more than 10 team members
• Capable of managing complex international roll outs and other project implementations
• Able to identify process improvements and prepare info session for the department manager
• Prince2 practitioner or equal level
• Senior analytical thinking
• Senior customer focus
• Expert in conflict management
• Great initiative
• Senior Knowledge Management skills
• Senior leadership skills
• Senior organizational knowledge                  
• Expert project management skills    
• Very experienced in team work

We offer

You have the opportunity to work in a growing international company in an ambitious, professional and dynamic environment. Furthermore we offer a competitive remuneration package.

An extensive relocation package is offered to candidates living further than 50km from the CAC, moving within 20km from the CAC. Collective health insurance, opportunities for further self-development, result-oriented bonus (variable payment) and a pension plan are all part of our secondary benefits

The procedure

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.You can respond until September 30th, 2018.

For more information about this vacancy please contact Manon Gosler-Bongaerts, Recruitment Mercedes-Benz CAC in Maastricht (The Netherlands) by email: manon.gosler-bongaerts@daimler.com