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! Job DescriptionHas knowledge related to customer support, presales, API sales engineer and other roles in own teamMay have operational tasks direct responsibility as per the business needsAssists his/her team on business processes and principles understanding and applicationIs accountable for operations’ accuracy and quality regarding statutory and Group standards for his/her teamAnswers to internal requests upon the management requestsIs the primary point of contact with serviced countries, including management of agreed meeting typesResponsible for analyzing new scope activities and testing processes & toolsMonitor speed & quality KPIs on a monthly basis, responsible for providing and implementing agreed measuresResponsible 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 contributionSupports transitions including documentation controlEnsures documentation (SOP) is permanently up to date, signed-off by respective client and uploaded in Company RepositoryManage 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 managementSupports company initiatives in organizing transfers of activities in or out of own teams, as per business needsAccountable for own teams cost control by following company rules, by observing threats and proposing solutions to reduce or maintain costActs as hiring manager in the recruitment and selection processesManages capacity planning, building a strategic plan and time management (HR related activities)​ for own teamMandatorily provides regular feedback for team members 1:1​, minimum once a monthContributes 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 policiesAccountable for MyVoice employees survey engagement score of own team to be aligned with the true benchmarkAny other activity according to business requirement for the countries served.​Acts as role model for company valuesQualificationsSoft skills: Very good communication skills with external and internal clientsManagement and relationship skills:Ability to manage and generate team spiritAbility to hold and facilitate meetingsAbility to arbitrateSense of service and diplomacyRigorous 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 standardsAPI support Knowledge is recommendedSales support knowledge needed (minimum 3 years)Interest and ability for IT systems Languages : Fluent in EnglishProfessional 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).Additional InformationWE OFFER YOU: Competitive remunerationOpportunity to build your career (both locally and internationally) in a large global company, one of the world leaders in its fieldPossibility to gain expertise in business information services, trade credit insurance, and financeFlexibility to work in a hybrid mode, blending remote and on-site work Show more Show less