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Head of Operations, Small Market - Puchong, Malaysia - Mercedes-Benz Services Malaysia Sdn Bhd

Mercedes-Benz Services Malaysia Sdn Bhd Puchong, Malaysia

2 weeks ago

To lead and manage OneHub run teams (Collections, Customer Service, Credit, Contract Activation, Contract Management, & Remarketing) and managing the department strategy in line with company strategy.
Drive operational transformation from federated market setup to consolidated services for operations.
To ensure optimized processes and systems are available to support efficient and effective daily operations.
To ensure excellent CSI/DSI results by providing seamless and high quality services to internal/external customers.
Lead, motivate and develop employees in order to contribute to GPTW above .
The incumbent is not only required to manage a team but also to be actively involved in a constant improvement process as well as in the digitalization of processes as a process owner for all operational processes.
Additionally companywide business process, policy and business continuity management is part of this role.
Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for markets in the HUB.
Manage business analytics for Team Operations and apprise management on a regular basis. Provide

assistance for critical decision making on customer & operational issues.

Drive digitisation and innovation within the Operations function in conjunction with HQ standards.
Manage business relationships with key stakeholders in the markets, HQ and the HUB.
Assist in escalation and/or decision related to fraud prevention and other checks, including interfacing with

local market decision makers.

Ensure development of team through regular assessments and training.
Responsible for Business Continuity Management for credit and operations processes.
Ensure support for external audits and develop internal audit mechanism to manage business risk.
Ensure support & coordination for Operational Transformation (oneOPS & oneCCC)

1. Education

B.A./ Masters in Business Management, Business Administration or Banking/Finance or similar
At least 8 years' experience in finance industry with strong management experience
Multiple years of experience in operational and transformational roles in the financial and or automotive industry
Credit Risk Management experience covering credit decision (corporate, retail wholesale), collections and portfolio analysis necessary
Broad international and intercultural experience
Proven professional working experience in business and people management
Knowledge of local regulations within Asia Pacific markets.

2. Competencies

Expert knowledge of financial products, services, operational processes and Credit Risk Management
Balanced and strong business decision making skills
Creative problem-solving skills – Tact and diplomacy, when dealing with difficult situation. Excellent analytical, communication, negotiation and conflict management skills
Capability to handle uncertainty and balance risk and opportunities
Leadership oriented and customer centric mind-set
Lead by example with respect to values, integrity code and compliance
Openness to other cultures and a highly diverse team which is newly established from different countries
Advanced level of English skill, Proficiency in Asian languages preferred.
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
Collaborative approach – for resolving the issues with markets & peers/sub-process areas
Technical proficiency – Microsoft Office, specifically Outlook E-mail, Excel, MS PowerPoint
Understanding of Continuous Improvement concepts (Six Sigma, Lean, etc.)
Experience with matrix driven global organization – Proven track record of building strong relationships with internal and external stakeholders

3. Soft skills