O2C Delivery Lead

In partnership with one of our clients, a leading german automotive company, Randstad is recruiting for a O2C Delivery Lead position..

As part of a global group, they are commited to innovation, operational excellence, and shaping the future of mobility.Their newly established Global Business Services (GBS) united is dedicated to optimizing and streamlining end-to-end business processes across finance, human resources, sales support, and procurement.

With delivery centers spanning multiple locations worldwise, they focus on quality, efficiency, and continuous improvement to ensure seamless service delivery.GBS plays a strategic role in the company's long-term success, actively contributing to its growth and development.By joining them, you will be a part of a forward-thinking team that drives impactful change and supports a dynamic operational environment.

The O2C Delivery Lead will be responsible for overseeing all GBS O2C operations staff.

This role focuses on managing daily operations, ensuring adherence to processes and maintaining service quality to GBS clientsThe key responsibilities of this role are:Leadership and Management:Lead, manage and steer the sales and customer service operations teams to achieve performance targetsMonitor daily operations to ensure efficiency and qualityFoster a positive and collaborative work environmentMotive and develop talent pipelineEnsure knowledge retention in the GBS organizationProcess Adherence:Ensure team adherence to established processes and proceduresImplement continuous improvement initiatives to enhance operational efficiencyMonitor compliance with company policies and regulatory requirementsService Quality:Maintain and increase high standards of service quality in all sales operationsAddress and solve any operational issues or customer complaints promptlyDevelop and implement strategies to improve customer satisfactionSupport required quality processes i.e ISO certification and auditsReporting and Analysis:Prepare and present operational reports and performance metrics regarding sales operationsAnalyze data to identify trends and areas for improvementImplement corrective actions based on analysis and feedbackStakeholder Management:Collaborate with internal and external stakeholders to support business objectivesCommunicate effectively with management and other departmentsBuild and maintain strong relationships with key stakeholders Education and Experience RequirementsMinimum 7 years of experience in a leadership / management roleExperience in sales and customer service operations ideally in automotive sector, in a multinational company; experience in a GBS / SSC environment is highly valuedSkills and CompetenciesGood knowledge of sales and customer service processesExcellent communication and interpersonal skills, with strong leadership and team management abilitiesHighly organized with strong attention to detail and ability to manage multiple priorities and deadlinesCustomer-focused mindset with a commitment to providing high-quality serviceFluency in English is required; proficiency in German is a plus