Manager, Contract Administration - Puchong, Malaysia - Mercedes-Benz Services Malaysia Sdn Bhd

Mercedes-Benz Services Malaysia Sdn Bhd

Verified Company

Puchong, Malaysia

3 weeks ago

Posted by:

Siti Tan

beBee Recruiter

Description

Aufgaben:

To support Mercedes-Benz Finance & Leasing Business by training and assisting to lead the Contract administration and customer service team (insourced/outsourced) and providing exceptional service delivery to stakeholders of the HUB.
Manage business relationships with key stakeholders in the markets, HQ and the HUB
Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for market in the HUB.
Meet customers' expectation and continuously improve CSI/DSI scores. Handle and resolve the customer/dealer/market second level of escalations as per the escalation matrix.
Manage Contract Administration team of OneHub Asia Pacific to deliver an excellent operational performance and CSI / DSI result
Team & Performance Management
Steer, coach & develop contract administration and customer service team. Embed performance oriented & customer centric team culture. Set the targets and lead team to accomplish them.
Manage Contract administration and customer service team (in & outsourced) in providing exceptional service delivery to stakeholders for the HUB.
Manage business relationships with key stakeholders in the markets, HQ and the HUB
Monitor day to day operational activities related to contract activation, payment disbursals, post disbursal documents, ECS/PDC handling and contract documentations. Ensure customer inquiries are handled accurately, with valid and complete information provided to the customer of the market in a timely manner.
Coordinate with internal departments to ensure optimal resolutions for customers
Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for market in the HUB
To ensure optimized processes and systems are available to support efficient and effective daily operations
Manage business analytics for Contract administration and customer service and apprise management on a regular basis through continuous communication channels. Provide assistance for critical decision making on process/system gaps
Handle and resolve escalations appropriately in a timely manner as per escalation matrix ensuring all relevant stakeholders are kept in the loop
Ensure implementation of Transformational KPIs
Ensure CSI & DSI targets are achieved
Evaluate, train and manage the performance of the team members to achieve high performance and to meet engagement, retention, and succession objectives. Involve in staff appraisals and recruiting process. Ensure that Contract administration and Customer Service processes and knowledgebase is up to date
Ensure daily operation fully comply with MBM local & global rules and polices. Support MBM strategy and cowork with senior leadership team to execute strategy in local entity
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

Qualifikationen:

Required Education
Degree holder, preferably in Finance, Accounting, Business Administration, or related discipline

Required Technical Knowledge

Excellent knowledge of Work functions and processes of contract administration and Customer service
Good knowledge in MS Office (Excel, Word, PowerPoint)
Good in spoken and written English and other local dialects
Excellent knowledge of Finance/Leasing Contract Management ERP and Customer Service CRM
Hands on experience of Agile implementation (Added advantage Certified SCRUM Product Owner)
Hands on experience on Robotic Process Automation

Required Competencies

Ability to work both independently and in a team

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 problemsolving 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/subprocess areas with stakeholders at different management levels
Understanding of Continuous Improvement concepts (Six Sigma, Lean, etc.)
Experience with matrix driven global organization
P