Oorspronkelijke vacature omschrijving:

The organisation

Process Management & Standardization

Within the department “Global Contact Center Management” we are hiring two (Senior) Business Process Specialist (Process Design Specialist) to strengthen the Process Management & Standardization team. This team has a leading role in defining the CCC telehony business processes and corresponding CCC technology (e.g. CRM, Telephony) implementations worldwide. Standardization, simplification, innovation & globalization are of key importance in this respect.
The two vacancies have their own specialism. One vacancy has focus on telephony and Genesys technology, business logic of call flows and skill based routing. The other vacancy focuses more on redeveloping and the CRM system (preferred experience Oracle Siebel).
Are you a self-motivated, creative and dedicated person who will fit with our collaborative culture and dynamic, fast-growing organization, then we are looking for you.

(Senior) Business Process Specialist (Process Design Specialist)

Through continuous process simplification, standardization & innovation, you are required to make a valuable contribution to quality and efficiency in the existing CCCs around the world. You also play an important role in the rollout of business processes at new CCCs that are being connected to the global network.
Some of the key aspects of the Specialist’s responsibilities are: CCC business architecture management, process (re)design, business requirement engineering (for e.g. system, CRM system), process documentation, roll-out & implementation support and process monitoring & optimization. Moreover, you are expected to make a valuable contribution to multiple strategic projects & initiatives; providing expert consultancy and ensuring successful delivery of your specific work packages.
Being part of the Global Contact Center Management department, you will have to manage a large variety of stakeholders within the MBCAC, in the Daimler organization and at involved third parties.

The function

General

• Business architecture management, standardization & innovation for Global Contact Center business processes & infrastructure
• Act as a change agent within the organization, taking a leading role in CCC business process simplification, standardization and innovation
• Act as expert consultant; for continuous process improvement at existing CCCs, to support the rollout of business processes at new CCCs, for further development of the infrastructure (e.g. CRM system / Siebel) and as part of strategic projects & initiatives
• Be a professional counterpart for CCC front offices (Operations) for subjects related to business processes, incl. the effective handling of ad hoc requests
• Be a professional counterpart for IT for the purpose of business requirement engineering and provide business process expert support in High Level Definition, System Requirement Specification, Testing, Release and Aftercare
• Provide expert coaching and guidance to junior team members

• Assess the impact of changes within the core business process environment
• Define business related data requirements, specifically for new vehicle functionalities
• Ensure process related data/values are continuously checked and updated by maintaining overview and according to process needs
• Support the set-up and implementation of process KPI’s and targets
• Describe, create and maintain high-quality process modelling & support documentation (in line with ISO 9001 quality standards)
• Coordinate the management and implementation of operational templates according to current business processes and business requirements

• Enable the CCC Operations to effectively implement new business processes & changes
• Support business process implementations through consistent and proactive communication with all relevant stakeholders

• Measure, monitor and analyse effectiveness of core business processes; identify opportunities for improvement; derive and support the implementation of countermeasures
• Create relevant information for management on business process performance (process effectiveness as well as adherence)
• Analyse & implement system demands and change requests following the ruling IT procedures. Work with IT to find system solutions to optimize process execution

• Take part in strategic projects through successful implementation of area-specific work packages
• Effectively use and adhere to MBCAC standard project management methodology & PMO principles
• Manage successful implementation of area-specific projects & initiatives

Requirements

• University degree/Academic level of working and thinking
• Minimum 5 years of relevant work experience with track record in business architecture management, standardization & innovation for business processes & infrastructure
• Minimum 2 years of relevant work experience with Genesys products or with Oracle Siebel
• Advance process (re)design / modelling & documentation skills
• Technical affinity & understanding and hands-on experience with (contact center) software (e.g. Siebel)
• Advanced knowledge of BPM, Knowledge Management and continuous improvement principles (concepts, methods, tools)
• Process certifications (e.g. Six Sigma, Lean, BPM) and knowledge of waterfall and agile IT delivery methods are a plus
• Experience in project management and use of related methodologies (e.g. PRINCE2)
• Effective in consulting & analysing stakeholder requirements
• Excellent formal and informal communication and presentation skills(verbal and written)
• Ability to form and maintain constructive cross-functional relationships
• Ability to interact with a large variety of stakeholders from different levels in the organization
• Excellent analytical and problem-solving skills
• Accurate and detail-oriented
• Ability to summarize and simplify complex processes and systems
• Independent acting – good time management, organizational and planning skills
• Strong conceptual thinker
• Strong team player
• Extensive knowledge of Microsoft Office
• Working experience in a contact center environment is preferred
• Working experience in a multicultural environment
• Fluent in corporate language English (ideally a good understanding of German language)
• Affinity with Mercedes-Benz (vehicles & technologies)
• Willingness to travel for work when required

We offer

This position is ranked, depending on experience and knowledge.
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• Result oriented bonuses;
• Competitive performance based salary growth;
• Holiday allowance: 8% of annual salary;
• 200 vacation hours (based on full time employment);
• Pension plan;
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
• Employee Car Program: discount on new or used Daimler brand cars.

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 to this vacancy until  August 10th.

For more information about this vacancy please contact Manon Gosler-Bongaerts at the Recruitment Office manon.gosler-bongaerts@daimler.com.