Key Responsibilities:

Team Leadership andamp; People Management

• Lead, motivate, and manage a team responsible for the Order Management process.
• Provide coaching, mentoring, regular performance feedback, and development opportunities to ensure high engagement and effectiveness.
• Proactively manage team capacity, workload allocation, and resource planning to meet business demand.

Operational Delivery andamp; Performance Management

• Steer and oversee the delivery of Order Management processes in line with agreed KPIs and SLAs.
• Monitor performance, track SLAs and KPIs, analyze trends, and report on team and process performance.
• Ensure timely issue resolution and continuous service delivery excellence.

Client andamp; Stakeholder Management

• Act as the primary point of contact for client escalations, ensuring prompt resolution and maintaining strong, professional relationships.
• Collaborate closely with internal stakeholders and business partners to align priorities and service expectations.

Process Improvement andamp; Innovation

• Identify, drive, and implement process improvements to increase efficiency, quality, and customer satisfaction.
• Support the development and implementation of organizational strategies, client policies, and sound business practices.

Compliance, Risk andamp; Governance

• Ensure all activities comply with internal policies, client requirements, and external regulations.
• Maintain accurate documentation, procedures, and audit trails.
• Proactively identify and mitigate operational and delivery risks that could impact service quality or client satisfaction.

Job Requirements:

• Experience in a Team Leader role, preferably in an operational or order management environment.
• Fluency in English and either French or German (minimum B2 level in both languages).
• Experience in Order Management processes or similar operational environments is an asset.
• Very good interpersonal and communication skills, with the ability to work effectively with internal and external stakeholders.
• Good presentation and stakeholder management skills, including handling escalations.
• Analytical mindset with a structured, data-driven approach to problem-solving.
• Ability to work effectively under pressure in a fast-paced environment.
• Well-organized and reliable, with a consistent track record of meeting KPIs and SLAs.
• Experience with SAP or other ERP systems.
• Very good MS Office skills, with a strong focus on Excel and process documentation (e.g. flow charts).