Team Leader – SSC Client Service Support

At Coface, we make trade happen everyday. Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world. With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring — all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy. Joining Coface means being part of a close-knit international organization, where your ideas matter.  We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions. Shape the future of trade with us.  Join our Happeners!   - Has knowledge related to customer support, presales, API sales engineer and other roles in own team - May have operational tasks direct responsibility as per the business needs - Assists his/her team on business processes and principles understanding and application - Is accountable for operations’ accuracy and quality regarding statutory and Group standards for his/her team - Answers to internal requests upon the management requests - Is the primary point of contact with serviced countries, including management of agreed meeting types - Responsible for analyzing new scope activities and testing processes & tools - Monitor speed & quality KPIs on a monthly basis, responsible for providing and implementing agreed measures - Responsible for risk management reporting done with or without complaints (incident & loss reporting / follow-up) - Identify & implement productivity gains as per company targets; responsible to input productivity initiatives in the company tool; support target common achievement by managing own team contribution - Supports transitions including documentation control - Ensures documentation (SOP) is permanently up to date, signed-off by respective client and uploaded in Company Repository - Manage the relationship with the internal client (countries served) and coordinate actions with SSC Management and other SSCs as needed. - Accountable for lean training and lean coaching to be delivered within own teams, and methodologies to be continuously used during daily operations management - Supports company initiatives in organizing transfers of activities in or out of own teams, as per business needs - Accountable for own teams cost control by following company rules, by observing threats and proposing solutions to reduce or maintain cost - Acts as hiring manager in the recruitment and selection processes - Manages capacity planning, building a strategic plan and time management (HR related activities)​ for own team - Mandatorily provides regular feedback for team members 1:1​, minimum once a month - Contributes to team members development via annual performance evaluation process & other HR related processes, team members continuous motivation and retention. - Responsible for setting yearly objectives and performing the evaluation for team members​ and accountable for any needed annual performance process follow-up for team members as per company policies - Accountable for MyVoice employees survey engagement score of own team to be aligned with the true benchmark - Any other activity according to business requirement for the countries served.​ - Acts as role model for company values Soft skills: - Very good communication skills with external and internal clients - Management and relationship skills: - Ability to manage and generate team spirit - Ability to hold and facilitate meetings - Ability to arbitrate - Sense of service and diplomacy - Rigorous work and organization, - Capacity of analysis and synthesis, - Adaptability for transformation, - Ability to work in project mode and on multiple projects at the same time.  Hard skills: - Knowledge of respective process standards - API support Knowledge is recommended - Sales support knowledge needed (minimum 3 years) - Interest and ability for IT systems  Languages : - Fluent in English - Professional level in French or German is a plusEducation: - Bachelor’s Degree in Business, Accounting, Finance or similarExperience: - Proven previous experience in leading teams for client services of min 5 years (technical support – API preferred; customer support; sales support) - Previous experience in Shared Service or BPO required (minimum 5 years). WE OFFER YOU: - Competitive remuneration - Opportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its field - Possibility to gain expertise in business information services, trade credit insurance, and finance - Flexibility to work in a hybrid mode, blending remote and on-site work