Head of Team - SDU (Smart Deal Unit) with German Language (m/f/d)

About this role

Purpose Head of Team takes care of and acts as a main point of contact for highly complex day to day coordination and steering of one section within a company. Head of Team communicates company and team goals, safety practices and deadlines to team and is responsible for their implementation by effective resource management, planning and evaluating activities in the assigned area of responsibility. Head of Team provides help to management, including hiring and training, and keeps management updated on team performance.

WHAT WILL YOU DO: Processes and service delivery Establishes and nurtures relationships with stakeholders for effective communication and expansion of existing operational capabilities in the nearshore in line with unit strategy. Develops and implements mid-term tactical plans and implementation projects for new business pipeline, manages order pipeline on a project basis and sign-off takeover into operation documentation with process owners.

Operationally manages critical situations and solve escalations to provide seamless service delivery and effective service to clients. Supports pre-sales activities, contract negotiations, customer visits, new customer onboarding, business operations functions, and process documentation. Requests and monitors purchase order entry and ensure all POs to be available before start of business. Collects and provides feedback on contract terms and condition compliance.

Quality assurance Delivers services/solutions to clients in agreed quality and quantity structure according agreed contracts, SLA, OLA, etc. Continuously improves processes and products/services in assigned area, plan improvements and implement improvements programs. Manages activities within assigned unit to deliver Quality KPI’s and relevant customer satisfaction expectations. Budget Plans, adjusts and controls financial and other business plans to be able to effectively manage business of assigned team.

Controls finance and efficiency management initiatives and financial results across the assigned team. Controls cost planning, budgeting and budget management in line with global unit and local company financial targets (TSSK). Forecasts and executes measures to stay within the budget in all cost items e.g. efficiency program, training budget, travel budget, personal costs primary and secondary and project costs. People Actively steers capacity of team resources and quality of employee performance results in coherence with customer contracts.