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.