Zalando Payments GmbH

Lead Case Management Central Europe

Berlin
Feste Anstellung
Vollzeit

Schnelle Bewerbung

About Zalando Payments

Zalando Payments builds the technologies for all financial transactions in the Zalando fashion store and our other consumer facing apps. We work to deliver a flawless user experience in the checkout, as well as processing of payments and reconciliation in the backend. Through smart risk steering we boost conversion and deliver a competitive advantage to our customers, taking in the entire financial process.

Where your expertise is needed

As a lead for the Case Management CE team within Zalando Payments GmbH you will be responsible for the operational steering of the team, initiating process improvements and maintaining a high service level for payment requests. You will be leading a team of 10 direct reports who are responsible for the Central Europe market, consisting of 6+ countries. You will be working closely with our Customer Care team, as well as our Operations, Finance and Technology teams.

You will be managing the Case Management CE team with the help of performance and quality reviews.
You will be steering the workload and be responsible for planning capacity by considering forecasts
The optimization of workflows and the preparation of relevant reportings are an important part of your daily tasks. You will be driving and leading operational excellence projects to reduce the manual work in order to cope with increasing volume.
As one of your main stakeholders you will be closely collaborating with our Customer Care Teams to ensure high quality and knowledge transfer.
You will be responsible for leadership topics and you will hold regular 1on1s, feedback and development talks with your direct reports and shape their professional development.

What we're looking for

University degree in Economics or related science with focus on Analytics, Controlling or Finance or multiple years of experience in the area of operational service management, credit management or in steering operational teams
As a part of an international team, daily correspondence and negotiations in English and German are familiar territory to you.
You are interested in technology topics and you have a proven track record in operational excellence projects.
Hands-on mentality distinguishes your working style - you can easily think strategically, but you are also willing to tackle necessary operational tasks energetically.
You feel confident analysing data sets and creating reports. You are an expert in Excel or GSuite and ideally you already have experience with Salesforce and SAP.
You have great people skills and live an open and honest exchange with your peers and directs, where feedback plays an important role. Leadership experience is a plus.

Perks at work

Culture of trust, empowerment and constructive feedback, open source commitment, meetups, game nights, 70+ internal technical and fun guilds, knowledge sharing through tech talks, internal tech academy and blogs, product demos, parties & events
Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
Extensive onboarding, mentoring and personal development opportunities and an international team of experts
Relocation assistance for internationals, PME family service and parent & child rooms* (*available only in select locations)

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.