Team Leader of IT Support Ref. No: 8019

Lufthansa Group Business Services is a 100 per cent Lufthansa subsidiary. We offer shared services worldwide for the entire Lufthansa Group in the areas of Finance, Business Intelligence & Transformation, Human Resources, Procurement and IT, which we provide or manage ourselves.

It’s our goal to harmonize and standardize processes and to continuously make them more efficient and effective. We see ourselves as pioneers in digitization, as well as in the use and distribution of the latest technologies, for example in business process automation.

As an internationally operating company, LGBS is represented at locations in Frankfurt, Hamburg, Krakow, Manila and Mexico City and manages BPO providers in Germany and abroad. With the global network of foreign representatives of the Lufthansa Group's field organization, we are also locally anchored and active worldwide.

Region: Kraków , małopolskie

Requirements:

• Min. 5 years of professional experience in SSC/BPO service environment, preferably in the area of IT Support or Customer Service
• Professional experience in people management
• Very good German and English skills
• Command of MS Office
• Project Management  and Change Management skills
• People management and coaching  skills
• Analytical and problem solving skills
• Service and customer oriented
• Excellent communication, presentation and co-operation skills
• Decision-making skills
• Very good planning & organizing skills

Responsibilities:

Team Leader manages team performance and conducts regular analysis of achievement of team targets with regard to timeliness, quality and efficiency, strives for continuous improvement of team’s performance, “first time right” level and increase of customers’ and end users’ satisfaction, while assuring continuous increase of process efficiency and compliance.

The Team Leader oversees professional development of team members and enforces company values among them.

People management

• Oversees day-to-day team’s operations and performance to achieve team objectives with regard to timeliness and quality
• Manages resources and capacity of the team; monitors and distributes workload within the team
• Delegates tasks and sets deadlines for the team
• Defines performance goals for each team member and supervises their professional development
• Conducts yearly performance appraisal of team members; makes decision about promotion, yearly bonus and salary review
• Fosters talents and supports high potentials to prepare them for the future roles/assignments
• Motivates team members to continuous improvement of quality of team performance and professional development; enforces company values within the team
• Communicates organizational changes and supports team members during all phases of change process
• Defines training needs and provides coaching for team members
• Plans and organizes team building activities
• Performs administrative duties

Service Management

• Cooperates with various stakeholders (operations and process management, clients’ representative, third parties, team members etc.) to achieve operational excellence and client’s satisfaction
• Proactively communicates risks/performance issues along with plans of its elimination
• Prepares standard internal/customer reports with regard to volume and performance; conducts KPI analysis
• Performs various analysis for internal and external stakeholders
• Leads or participates in calls/workshops with the clients, conducts presentations during clients’ visit
• Assures that agreed Reclamations management is applied; conducts regular analysis of submitted reclamations/escalations
• Conducts quality improvement sessions with the team (proper RCA and action definition)
• Actively cooperates with Process Management to optimize and standardize client’s processes
• Generates process improvement ideas, collects input and communicates with various stakeholders with regard to process changes
• Ensures that process documentation is updated on the regular basis by SMEs and that all team members act according to the relevant SOPs and data protection regulations
• Participates in and/or oversees knowledge transfer of client processes to achieve fulfillment of all agreements with the client and high quality of service after migration

We offer: