Business Services Operations Manager with German

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