Regional Manager Order Management - Service Backbone Operations

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms, and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.

The whole world trusts us when it comes to physical or digital currencies. We increase the security and efficiency of the cash cycle in collaboration with central banks and the entire currency industry. As the market leader in advanced currency management, would you like to join us in shaping the future of payments?

Scope and Purpose:

• The incumbent will manage the Service Order Management function across MEA ensuring that the team achieves its objectives in accordance with regional and global directives and processes, with a strong focus on 'on-time delivery fulfillment', and in close collaboration with, and support to, internal departments.
• The core objective of the Service Order Management function is, through effective order management, ensuring that the required services, spare parts, adaptation, volume products, and exchange-repairs are delivered to the customer on time.

Key Result Areas & Responsibilities:

• Ensure OM team members are trained and enabled to meet their functional deliverables.
• Workload assignment and management.
• Monitor and manage team performance.
• Performance and status reporting (structured and ad-hoc).
• Escalation management.
• Support the global organization in seeking and implementing optimizations and improvements.
• Continuously monitor, with SCM, the ability to meet customer demands.
• Directly manage critical issues resolution.
• Support Salesforce Maintenance.
• Responsible for accurate execution of commercial terms of service contracts, invoicing, and follow-up of outstanding payments, all in accordance with internal guidelines and processes.
• Manage and steer Service Contract Administration (CRM).
• Key Performance Indicators - KPI (generic), individual targets will be agreed yearly.
• Financials: (To succeed financially, what should we deliver to our stakeholders)
• On-time invoicing of customer orders for spare parts, volume machines, and service orders.
• Business Processes: (To satisfy our shareholders and customers, what business processes should we excel at)
• 95% OLA / SLA according to definition.
• Customer Satisfaction: (To achieve our vision, how should we appear to our customers)
• Meet defined delivery time.

Requirements:

• Degree in Business Management.
• Experience in order processing and logistics (forward and backwards).
• Analytical mindset with a structured and independent working style.
• Structured work style with a strong team orientation.
• Strong communication skills.
• Strong time management and planning skills.
• In-depth knowledge of export regulations and Incoterms.
• Broad knowledge of SAP ECC and CRM modules.
• Proficient in spoken and written English.