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Business Services Operations Manager with German

Gdansk

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

Joining us as a Business Services Operations Manager means becoming an integral part of our rapidly expanding division. In this role, you will have the responsibility of overseeing, guiding, and leading a team as well as managing stakeholders, performance, budget, allocation and change.

How you will get the job done

  • directing the daily operations of the business services team, ensuring service delivery meets or exceeds defined service levels and key performance indicators (KPIs)
  • regularly reviewing and streamlining processes to enhance efficiency and effectiveness, driving continuous improvement initiatives
  • engaging with internal customers and stakeholders to understand their needs, obtaining feedback, and ensuring the services provided align with their expectations
  • monitoring, evaluating, and reporting the performance against set metrics and initiating corrective actions where necessary
  • leading, mentoring, and developing the team, promoting a culture of excellence and collaboration
  • ensuring optimal staffing levels and resource allocation to meet the service demand while managing overheads and budgets
  • developing and managing the operational budget ensuring cost efficiency
  • working in tandem with IT and other relevant teams to deploy and optimize technology solutions and platforms to support service delivery
  • identifying potential operational risks and implementing strategies and safeguards to mitigate them
  • leading change initiatives, ensuring successful implementation while minimizing operational disruption

Skills and experience you will need

  • fluency in German (C1) and English (B2)
  • university degree
  • demonstrated working experience in a senior management role within a customer service or contact center environment
  • ability to inspire and motivate teams to achieve goals with strong leadership and decision-making skills
  • strong analytical and conceptual skills, intercultural and social competence as well as result orientation
  • excellent understanding of the revenue drivers of the business and how to maximize them within the operation
  • a degree of independence, flexibility, a sense of responsibility, and effective communication skills
  • extensive experience in planning, executing, and reporting
  • advanced knowledge of MS Office applications

Interested in this position?

Apply now!

Why work with us?

Let&s be fit

We realize that most of us need assistance to stay in shape and good health. That's why we provide every employee with a medical package coverage and co-finance a sports card. Additionally, we support a number of sports sections, and, you can even join our yoga team in the summer to practice yoga on the roof!

Let&s be balanced

Work-life balance is essential for us. That's why we offer our employees flexible working hours, pet-friendly offices, and if you would like to stay with your pet at home, a remote work environment. However, it won't be easy to stay at home with our in-office gaming room.

Let&s be smart

Staying up-to-date with all the new systems and technologies is not an easy task. That's why we have an extensive training and workshops offer, both in-house and with external providers. We organize hackathons and meetups, which are an excellent opportunity for our specialists to showcase their expertise. On top of that, we offer digital learning platforms, language courses, and a library.

Let&s be responsible

We love to see the difference we make together with our CSR projects. That's why we are always open to new projects, and we would love to include you in our next charity event!

Let&s be fun

At ET&S we love not only to work but also relax together. Sports events like company-wide bike race, or maybe a film marathon in our cinema room? Don't worry; we got it covered! Maybe you have a passion and would love to make an event out of it? Sure! We will help you!

Let&s be diverse

At ET&S we create a working environment free of prejudice and exclusion. Each member of our team can experience being valued, regardless of his or her gender, nationality, religious beliefs, disabilities, age, and sexual orientation or identity. Your wide range of qualifications, experiences, and ways of thinking are of great benefit to us!

Get to know us better

Check how it is working at ERGO Technology & Services

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