Operations Manager DACH Region - English

The Operations Manager position is a key individual who is responsible for the successful compliant and transparent management of all operational aspects of the business within the Customer Care Telesales and Claims teams. This person will report directly into the Director of International Operations with matrix reporting responsibilities to the DACH Country Manager. The responsibilities of the team member would include:

People Managing Responsibilities

• Serve as a role model of Trupanions core values and fostering a positive workplace culture to motivate inspire develop and coach team members.
• Maintain a positive working atmosphere ensuring the culture values and mission of Trupanion are upheld.
• Managing team members by communicating expectations monitoring and managing team and individual performance and ensuring we are providing excellent customer service
• Perform regular check ins with the team while providing effective feedback to team members directly. Feedback may include: suggestions to staff on ways to improve performance or consult with employees whose performance is not at standard.
• Empower encourage and help team members map their growth and development paths while identifying appropriate development opportunities for growth reward and recognition.
• Ensure employees are aware of and adhering to the industry regulatory and workplace compliance standards
• Keep accurate records of processes actions discussions and goal setting and achievement. Resource plan schedule agents provide training for new employees.
• Proactive resource planning and scheduling. Provide effective induction programs training as needed for new employees.

Business Process Responsibilities

• Ensure company policies and guidelines are followed and maintain complete employee documentation. This could include: creating and/or updating reference materials providing training and ensuring compliance.
• Monitor performance towards daily weekly and monthly targets analyze variances and take corrective action and proactively manage trends as necessary
• Develop and report on statistics that are pertinent to the business process. This could include quality standards timeliness in completion of requests and productivity from a individual and function perspective.
• Work to continuously improve customer experience through process creation and/or improvements partnering with other operational areas to drive end-to-end performance
• Mediate complaints and disputes on customer escalated issues by providing excellent customer service.  This includes speaking to customers assess their needs provide answers and solutions that lead to a positive customer experience and escalating serious issues as necessary.
• Provide expertise when requested to collaborate with other departments in risk mitigation problem-solving product development designing service enhancements or any other activity and/or expertise is required
• Responsible to ensure our internal and external service levels are met or exceeded while identifying process improvement opportunities.
• Ability to accurately understand and apply the Terms and Conditions of our Policies.
• Deep understanding of Customer care and Claims workflows willing and able to help customers directly. Responsible and accountable for the work completed by the team.
• Promote an environment of openness and trust where team members are comfortable and encouraged to share ideas to improve performance and efficiency customer experience and team harmony.
• To fulfil legal requirements of Trupanion DACHs Data Protection Officer.

Qualifications & Skills

• Proficient in English German and French languages
• 3 Years of team leadership experience in a service environment including managing multiple customer facing business functions and with  resource management experience within a call center. 
• Experience in providing direct customer service support.
• In-depth understanding of GDPR and requirements for processing personal including special-category data where required.
• Creative problem solver with awesome multi-tasking ability- someone who thrives when presented with a challenge and who is able to objectively identify root causes and effectively find a solution.
• Results driven with experience creating statistics analyzing data to inform decisions
• Experience working within a highly regulated industry and proven ability to operate within the compliance framework covering products services and processes.
• Ability to lead and exercise good judgment on daily duties excellent time management and prioritization skills.
• Excellent verbal and written communication skills with customers team members and executives.
• Social enjoys interacting with others with a positive mindset.
• Collaborative inclusive approach with other leaders and team members that possess diverse cultures ages backgrounds and work styles.
• Team player comfortable and capable engaging with senior leaders from across the broader organisation.

Additional Information :

Gemeinsam modellieren wir zu jeder Zeit die Team-DNA und wir glauben fest daran dass wir gemeinsam groe Dinge erreichen knnen. Dabei halten wir stets den Blick auf das gesamte Team.

Bei uns dreht sich alles darum Haustieren zu helfen. Wir frdern ein zusammenhngendes und agiles Teamumfeld und stellen Teammitglieder ein die wir entwickeln und frdern. Wir vertrauen einander. Wir sind transparent und offen. Wir kmmern uns einander und wollen dass unsere Teammitglieder persnlich und beruflich erfolgreich sind. Wir bemhen uns von innen heraus zu untersttzen und Brokratie abzubauen um kreatives Denken zu ermglichen. Wir konzentrieren uns darauf allen Teammitgliedern kontinuierliche Schulungen und Untersttzung zu bieten um langfristiges Glck und Erfolg zu frdern.

Weitere Informationen ber Trupanion finden Sie hier:  ist ein Arbeitgeber der Chancengleichheit frdert und Vielfalt einfordert. Wir sind bestrebt ein Team aufzubauen das eine Vielzahl von Hintergrnden Fhigkeiten und Perspektiven reprsentiert.

Weitere Informationen ber das Smart Paws Team oder Mglichkeiten zur Bewerbung finden Sie auf: Work :

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