Senior Business Process Specialist

Mercedes-benz customer assistance center nv maastricht -  Maastricht
22 dagen geleden   |   41x bekeken

Functie omschrijving

Mercedes-Benz Customer Assistance Center Maastricht N.V.

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.


Process Management & Standardization

Within the newly established department “Global Contact Center Management” we are looking for a senior Business Process Specialist to strengthen the Process Management & Standardization team. This team has a leading role in defining the Customer Contact Center (CCC) business process standards. Process simplification, standardization, innovation and globalization are of key importance in this respect.



Senior Business Process Specialist

Through continuous process simplification, standardization & innovation, the Specialist is required to make a valuable contribution to quality and efficiency in the existing CCCs around the world. He/she also plays an important role in the rollout of business processes at new CCCs that are being connected to the global network.

Some of the key aspects of the Specialist’s responsibilities are: process (re)design, business requirement engineering (for CRM system), process documentation, roll-out & implementation support and process monitoring & optimization.

Being part of strategic projects & initiatives, the Specialist provides expert consultancy to a wide variety of stakeholders within the CAC as well as in the Daimler organization.




Main tasks/ responsibilities:



  • Act as a change agent within the organization, taking a leading role in CCC business process simplification, standardization and innovation

  • Act as expert consultant for continuous process improvement at existing CCCs, to support the rollout of business processes at new CCCs, for further development of the CRM system (Siebel) and as part of strategic projects & initiatives

  • Be a professional counterpart for CCC front offices (Customer & Retail facing services) for subjects related to business processes

  • Evaluate and further specify business requirements and recommend appropriate solutions and/or system enhancements

  • Provide expert coaching and guidance to junior colleagues


Process design & documentation

  • Assess the impact of changes within the core business process environment

  • Define business related data requirements, specifically for new vehicle functionalities

  • Ensure process related data/values are maintained

  • Support the set-up and implementation of process KPI’s and targets

  • Describe, create and maintain high-quality process documentation, including flow-charts and job aids, in line with ISO 9001 quality standards

  • Coordinate the management and implementation of operational templates according to current business processes and business requirements


Process implementation

  • Enable the CCC Operations to effectively implement new business processes / business process changes

  • Support business process implementations through consistent and proactive communication with all relevant stakeholders


Process monitoring and optimization

  • Measure, monitor and analyse effectiveness of core business processes; identify opportunities for improvement; derive and support the implementation of countermeasures

  • Create relevant information for management on business process performance (process effectiveness as well as adherence)

  • Analyse & implement CRM system demands and change requests following the ruling IT procedures. Work with IT to find system solutions to optimize process execution

  • Support in monitoring KPI target achievements


Project Management

  • Manage successful implementation of team specific projects

  • Take part in strategic projects through successful implementation of specific work packages

  • Effectively use and adhere to standard project management methodology & PMO principles




  • University degree/Academic level of working and thinking

  • Minimum 5 years of Process Management experience with track record of successful process (re)design and implementation of standardized processes

  • Working experience in Customer Contact Center environment is preferred

  • Advanced knowledge of BPM, Knowledge Management and continuous improvement principles (concepts, methods, tools)

  • Experience in Project Management and use of related methodologies(e.g. PRINCE2)

  • Process Certifications (e.g. Six Sigma, Lean, BPM) and knowledge of waterfall and agile IT delivery methods are a plus

  • Ability to summarize and simplify complex processes and systems

  • Excellent formal and informal communication and presentation skills(verbal and written)

  • Ability to form and maintain constructive cross-functional relationships

  • Ability to interact with a large variety of stakeholders from different levels in the organization

  • Effective in consulting & analysing stakeholder requirements

  • Excellent analytical and problem-solving skills

  • Independent acting – good time management, organizational and planning skills

  • Strong conceptual thinker

  • Accurate and detail-oriented

  • Strong team player

  • Extensive knowledge of Microsoft Office

  • Working experience in a multicultural environment

  • Fluent in corporate language English (ideally a good understanding of German language)

  • Affinity with Mercedes-Benz (vehicles & technologies)

  • Willingness to travel for work when required


Vacature contactpersoon Jobbird
Gianni Crisafulli
+31 43 356 21 40

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