Tasks

• To support Mercedes-Benz Finance & Leasing Business by training and assisting to lead the Contract administration and customer service team (insourced/outsourced) and providing exceptional service delivery to stakeholders of the HUB.
• Manage business relationships with key stakeholders in the markets, HQ and the HUB
• Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for market in the HUB.
• Meet customers’ expectation and continuously improve CSI/DSI scores. Handle and resolve the customer/dealer/market second level of escalations as per the escalation matrix.
• Manage Contract Administration team of OneHub Asia Pacific to deliver an excellent operational performance and CSI / DSI result

• Team & Performance Management – Steer, coach & develop contract administration and customer service team. Embed performance oriented & customer centric team culture. Set the targets and lead team to accomplish them.
• Manage Contract administration and customer service team (in & outsourced) in providing exceptional service delivery to stakeholders for the HUB.
• Manage business relationships with key stakeholders in the markets, HQ and the HUB
• Monitor day to day operational activities related to contract activation, payment disbursals, post disbursal documents, ECS/PDC handling and contract documentations. Ensure customer inquiries are handled accurately, with valid and complete information provided to the customer of the market in a timely manner.
• Coordinate with internal departments to ensure optimal resolutions for customers
• Drive and deliver continuous process and efficiency improvements whilst ensuring benchmark service levels are provided to our customers and dealers for market in the HUB
• To ensure optimized processes and systems are available to support efficient and effective daily operations
• Manage business analytics for Contract administration and customer service and apprise management on a regular basis through continuous communication channels. Provide assistance for critical decision making on process/system gaps
• Handle and resolve escalations appropriately in a timely manner as per escalation matrix ensuring all relevant stakeholders are kept in the loop
• Ensure implementation of Transformational KPIs
• Ensure CSI & DSI targets are achieved
• Evaluate, train and manage the performance of the team members to achieve high performance and to meet engagement, retention, and succession objectives. Involve in staff appraisals and recruiting process. Ensure that Contract administration and Customer Service processes and knowledgebase is up to date
• Ensure daily operation fully comply with MBM local & global rules and polices. Support MBM strategy and co-work with senior leadership team to execute strategy in local entity
• Ensure all daily operations are fully complied with relevant laws, regulations and guidelines
• Ensure support for external audits and develop internal audit mechanism to manage business risk

Qualifications

Required Education
• Degree holder, preferably in Finance, Accounting, Business Administration, or related discipline

Required Technical Knowledge
• Excellent knowledge of Work functions and processes of contract administration and Customer service
• Good knowledge in MS Office (Excel, Word, PowerPoint)
• Good in spoken and written English and other local dialects
• Excellent knowledge of Finance/Leasing Contract Management ERP and Customer Service CRM
• Hands on experience of Agile implementation (Added advantage Certified SCRUM Product Owner)
• Hands on experience on Robotic Process Automation

Required Competencies
• Ability to work both independently and in a team
• Leadership – Ability to coach & mentor people, manage career aspirations and provide support structures for people development. Creates a team environment of accountability and commitment for reaching project goals
• Communication skills – Delivers oral and written communications with clarity and impact. Excellent interpersonal and presentation skills
• Project management skills – Strong Influencing skills and clarity of thought on effective project management. Must be able to work in dynamic and tight deadlines to meet the project schedules
• Intellectual agility – Analytical outlook, critical thinking, and investigative skills
• Influencing skills – Ability to effectively influence & motivate others and to work in diverse teams and with multiple stakeholders
• Creative problem-solving skills – Tact and diplomacy, when dealing with difficult situation. Excellent communication, negotiation and conflict management skills
• Collaborative approach – for resolving the issues with markets & peers/sub-process areas with stakeholders at different management levels
• Understanding of Continuous Improvement concepts (Six Sigma, Lean, etc.)
• Experience with matrix driven global organization – Proven track record of building strong relationships with internal and external stakeholders
• High degree of self-motivation and ability to work independently with minimal supervision
• Strong analytical capabilities and ability to take on a strategic as well as an operational perspective
• Strong customer- and team orientation

Required Work / Industry experience
• Minimum 10 years working experience.
• Minimum 5 years’ experience in automotive finance industry or consumer banking in people management and leadership role