Job Description

IT CONNECTS: PEOPLE, VISIONS, OPPORTUNITIES.

SHARE YOUR PASSION.

Networks are not purely a question of IT. Networks are first and foremost a human factor. Only through a close exchange do we get an understanding of how IT can help to cast complex requirements into systems that make the difference. Mutual support in the team is crucial to provide processes and functions that really help internal users.

Responsibilities

• Act as a cooperation and process partner for regional ESO functions, ensuring effective communication and collaborate to optimize organizational processes and workflows
• Discuss benchmarking data and results with ESO functions and convert complex analysis into actionable recommendations to drive performance improvement initiatives
• Derive measures including local implementation
• Responsible for the coordination of Complaint-Management in cooperation with the relevant agent facing functions
• Perform Contract cancellation (transformation/ conversion, reverse transaction).

Core tasks of this function:

• Derives local measures (action plan) based on mutual discussion with Regional Repair & Refurbishment managers and own local analysis
• Conducts local analysis of the Repair & Refurbishment process based on KPIs per agent and compounds and derivation of measures for improvement of KPIs.
• Ensures the fulfillment of standard Repair & Refurbishment business rules (e.g. R&R thresholds) within local Repair & Refurbishment process
• Conduct local complaint-Management and contract cancellation.
• Responsible for purchase and approval of Repair & Refurbishment
• Responsible for the alignment of the repair & refurbishment prices and budget

Education: University degree in Business Administration, Economics , Engineering, or comparable education with international orientation.

Work Experience:

• Several years of professional experience in the premium automotive market ideally in Aftersales, Sales, Operations or Financial Services
• Knowledge of centralized and decentralized BMW sales structures, financial services, etc.
• International experience and high intercultural competence
• High procedural understanding, knowledge of E2E process in used car business

• Deep understanding of refurbishment topics, with successful refurbishment projects.
• Expertise in benchmarking methodologies.
• Expertise in complaint management, conduct complaint handling processes, resolve customer issues fast and professionally and use feedback for continuous improvement
• Business fluent in English, Spanish is a must, and Portuguese is a plus
• Experience working with agile project management tools (such as e.g. Jira, Confluence) .
• SAP/IFT is a plus.
• Proficient in MS Office, especially PowerPoint and Excel.