Company
HDI Global SE

Place of employment
Hanover

Contact
Christopher Dökel

Job-ID
10225

Hire date
flexible

Type of employment
full time
permanent

Learn more
careers.hdi.group

Head of Overarching Support Management *

Get started at HDI Global SE! Within the HDI Group, we pool together tasks for private and corporate insurance companies as well as industrial insurance companies. In doing so we increase their efficiency and customer focus. We offer you the opportunity to continually explore new avenues so you can grow with us.

Your tasks:

  • Leading a team of experienced Support Agents of selected support teams
  • Driving and maintaining an overall functional and international user support strategy, including focus on communication and user satisfaction
  • Set and maintaining alignement of support management with other agile processes and structures (SAFe)
  • Establishing and maintaining a user support governance for all support teams
  • Design and monitoring of KPI’s to ensure an overall support efficiency, quality and user satisfaction
  • Selection and set-up of appropriate support tools to ensure integrated and transparent support processes
  • Acting as an instance for escalation for overarching support topics,
  • Utilise support network to solve and if necessary escalate production problems together with Agile release teams
  • Defining and adapting the user group oriented central support organization according to reproducible criteria in cooperation with Product Managers / Agile Release Trains.
  • Evaluate international support setting to develop towards 24/7 support with regional partners

Your profile:

  • University degree, preferably in economics, law or IT or comparable work experience
  • Professional experience within agile way of working (SAFe, Scrum)
  • First experience within user support processes based on ITIL
  • Showing strong sense of ownership and inspiring your team
  • User group specific business knowhow in commercial insurance is helpful
  • Credible expertise to act and discuss on eye-level with experienced operational support experts
  • Experience in change projects, favorably focusing on IT organization – preferably abroad
  • Analytical skill-set and conceptual working skill
  • Curiosity to understand the value chains and business models of the various lines of business
  • Open-minded in working with different lines of businesses, branches, carriers and cultures
  • Motivation to continuously move an organization towards excellence and execute concepts throughout the organization
  • Tenacity and persistence to bring projects over the line and stay on focus in discussion with line of business
  • Strong communication capabilities and mastery of the English language (C1), German language skill (B2)

Your benefits:

  • Company pension scheme: We take care of our employees - with a company pension scheme and capital accumulation benefits.
  • Family support: We support our employees in every phase of their life – for example with parental leave, childcare and nursing care assistance.
  • Flexible working hours: Flexitime arrangements and flexible working time models allow for a perfect work-life balance – however it suits you.
  • Health management: Stay healthy with us - thanks to preventive measures, a wide variety of sports and various partnerships.
  • Mobile working: Whether from home or on the road - our mobile working model offers you more freedom and independence.
  • Further training: We satisfy your thirst for knowledge – for example with further training, subject-specific seminars or work and study programmes.

Your benefits:

Company pension scheme
Company pension scheme
We take care of our employees - with a company pension scheme and capital accumulation benefits.
Family support
Family support
We support our employees in every phase of their life – for example with parental leave, childcare and nursing care assistance.
Flexible working hours
Flexible working hours
Flexitime arrangements and flexible working time models allow for a perfect work-life balance – however it suits you.
Health management
Health management
Stay healthy with us - thanks to preventive measures, a wide variety of sports and various partnerships.
Mobile working
Mobile working
Whether from home or on the road - our mobile working model offers you more freedom and independence.
Further training
Further training
We satisfy your thirst for knowledge – for example with further training, subject-specific seminars or work and study programmes.

*Success through diversity.

Diversity is our opportunity and our obligation. That is why we have signed the Diversity Charter: We practise a corporate culture of openness and appreciation. Guarantee equal opportunities for all employees. This creates an environment in which they can develop their personal potential in the best possible way.

Company
HDI Global SE

Place of employment
Hanover

Contact
Christopher Dökel

Job-ID
10225

Hire date
flexible

Type of employment
full time
permanent

Learn more
careers.hdi.group

Get started at HDI Global SE! Within the HDI Group, we pool together tasks for private and corporate insurance companies as well as industrial insurance companies. In doing so we increase their efficiency and customer focus. We offer you the opportunity to continually explore new avenues so you can grow with us.

Are you ready for the opportunity to really make a difference?
Then apply now!


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