Tasks
- Overseeing daily team operations and performance
- Managing resources and capacity; distributing workload
- Delegating tasks and setting deadlines
- Defining performance goals and supervising development; organizing feedback meetings
- Conducting yearly appraisals
- Fostering talents and supporting high potentials
- Motivating continuous improvement and enforcing values
- Defining training needs and providing coaching
- Planning team-building activities
- Cooperating with stakeholders for excellence
- Preparing reports and conducting KPI analysis; presenting conclusions from analyses
- Leading/participating in client calls/workshops
- Ensuring reclamations management
- Conducting quality improvement sessions
- Optimizing processes with Process Management
- Updating process documentation and ensuring compliance
- Overseeing knowledge transfer for high-quality service
- Leading/participating in interviews
- Ensuring training for new joiners
- Conducting exit reporting
- Planning holidays and managing overtime
- Administering Success Factor/Timesheet
- Assuring IT access and support
*Perform all other duties assigned or delegated by supervisors
Benefits
Free parking, Flight privileges, Support for relocation, Employee events (summer festivals, participation in sports competitions etc), Hybrid working possible, Flexible working hours, Development programs / Training opportunities, Health Plan, Lockers for cyclists / sportsmen
Requirements
- Master/Bachelor degree or at least accomplished 3rd year of studies
- Preferably at least 5 years of professional experience in SSC/BPO service environment
- German (min. B2) and English skills (min. B2)
- Very good command of MS Office
- Very good command of service area related tools
- Project Management skills
- Change Management skills
- People management and coaching skills
- Analytical and problem-solving skills
- Service and customer-oriented
- Excellent communication, presentation, and cooperation skills
- Decision-making skills
- Very good planning and organizing skills
- Stress resistance
- Risk management
- Continuous improvement skills
*CV/Resume required
*Must possess permit to work in Poland
Company
About Lufthansa Group Business Services Sp. z o.o.
Lufthansa Group Business Services GmbH (LGBS) is a 100 per cent Lufthansa subsidiary. We offer shared services worldwide for the entire company 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 Groups field organization, we are also locally anchored and active worldwide.
