Job ResponsibilityThe Mercedes-Benz Group AG is one of the most successful automotive companies in the world. With Mercedes-Benz AG and the divisions Mercedes-Benz Cars, Mercedes-Benz Vans and Mercedes-Benz Mobility AG, the vehicle manufacturer is one of the largest and most successful suppliers of premium passenger cars.
The Operations & Credit Operations- OneHUB is responsible for creation of a framework to implement centralized and integrated business operations centers on three continents, delivering the most efficient processes to our customers.
Our aim is to have the First OPS Hub "live" with operational readiness reached for pilot markets, designed as a scalable blueprint for Global Operations Hubs.
With the Hub, we will reduce operational costs while ensuring a standardised luxury customer experience. It will also help us to be one step ahead of our competitors and to balance phases of high and low demand, and therefore improving overall competitiveness and efficiency. Additionally, our operating model will be enhanced with the best of industry and global MBM best practices.
We are a global team with international and diverse experience, co-located on multiple continents.
We are committed to an Agile mindset, working with the Scrum and Scaled Agile Framework (SAFe) methodologies in a hybrid working arrangement. The team displays a very high commitment to our objectives and is determined to go the extra mile to achieve them. We place a high value on communicating directly and as equals in regular meetings. We also believe it is important to be constructive and honest. The team believes in customer collaboration and quick response to change. Working for one of the Must-Wins for MBM, you will be responsible for subprojects and a wide range of exciting tasks with a considerable impact on the entire organization.
Your tasks will be:
- Develop & Execute training strategy for OneHUB including the development of training plan, training material and coordination with various stakeholders
- Prepare and Manage the content of all training resources (Training Modules, Job Aids, and quick reference guides) to ensure they are up to date and meets the needs of our in & outsourced employees and enables them to provide exceptional customer service to markets under OneHUB
- Work with the management team, markets, subject matter experts (SMEs), and outsource partners to design, develop, and facilitate employee onboarding process through training and assessment based on job functions.
- Identify training needs, knowledge gaps and prepare annual training plan through continuous feedback mechanism to drive quality and consistency in service and brand experience for markets under OneHUB
- Continuously refine learning tools and techniques to stay ahead and deliver better results
- Apprise management on training needs and effectiveness of training programs through continuous communication channels. Provide assistance for critical decision making related to knowledge gaps
- To create a climate conducive to learning by organizing, managing and monitoring physical resources available in OneHUB
- Ensure all mandatory trainings and timely completed by each team member across OneHUB
- Conducting effective voice and accent neutralization & Culture trainings for New Hires & existing Operations team
- Conduct Voice profiling for New Hire candidates (Walk In Interviews, Vendor Drives & Telephonic Interviews)
- Support and Drive digitization and innovation in training functions in conjunction with HQ standards
- Manage business relationships with key stakeholders in the markets, HQ and the HUB
- Ensure support & coordination for Operational Transformation (OneOPS & OneCCC)
What you bring to the table:
- Bachelor or Master Degree in Business Administration, HR, Engineering, Accounting or Finance.
- Proven experience and understanding of financial products, services, quality management and operational processes
- Prior experience as a trainer and internal auditor or a similar position
- Extensive knowledge of CMS, CRM, PEGA, Saba or related training systems
- 7 to 10 years direct experience in training, audits and leadership role
- Knowledge of local regulations within Asia Pacific markets
- Able to give and receive feedback effectively
- Languages: Oral & Written English, Proficiency in Asian languages preferred
- Performance oriented, continuous learning mindset and eye for detail
- Ability to collect data and establish facts and identify trends and variances
- Expertise in handling Business Analysis Tools & Techniques such as Storyboarding, Decision Analysis, Data Flow Diagrams, Use Cases and Process modeling tools
- Ability to integrate information from a variety of sources with varied levels of complexity
- Driver of topics and confident decision maker
- Excellent communication and presentation skills to liaise effectively with all stakeholders
- Confident, patient, polite, tactful and diplomatic, when dealing with difficult situations
- Ability to motivate, supervise and lead an international team
- Hands on experience of Agile implementation (Added advantage Certified SCRUM and/or SAFe Product Owner or Scrum Master)
- Knowledge of current trends and digital tools in the training & financial services industry
Personal skills:
- 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
- Technical skills - Risk Management experience, knowledge of modern training techniques
- 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 process and team orientation
Job RequirementsJob Benifits
