IMS Team Leader

Your Tasks

1. Operations and Performance Management

• Lead, manage, and monitor a team of administrators handling IMS (Indirect Materials and Services) processes.

• Ensure timely and accurate service delivery in compliance with SLAs, KPIs, and internal quality standards.

• Allocate workloads, manage resources, and monitor productivity to meet or exceed productivity targets.

• Maintain and improve standard operating procedures (SOPs) to ensure consistency, efficiency, and scalability.

• Analyze operational data, identify variances, and implement corrective actions.

• Prepare and deliver regular reports on volumes, performance, SLA adherence, and quality metrics.

2. People Management & Leadership

• Coach, mentor, and develop team members through regular feedback and performance reviews.

• Manage team schedules, resolve staffing issues, and support the career development of employees.

• Monitor and improve engagement scores through targeted initiatives. Foster a positive, collaborative, and transparent work culture.

• Encourage continuous improvement and professional growth across the team.

• Oversee comprehensive onboarding and training programs for new hires.

3. Stakeholder Management

• Serve as the primary liaison between internal customers, stakeholders, and SSC teams for assigned processes.

• Manage stakeholder expectations, share regular updates, and resolve issues promptly.

• Build strong relationships and ensure SSC delivery meets or exceeds client expectations.

• Take improvement action on customer satisfaction surveys results.

4. Process Excellence & Compliance

• Identify process gaps and implement optimization initiatives, including automation, standardization, and adoption of continuous improvement methodologies (Lean, Six Sigma, Kaizen).

• Keep all process documentation, SOPs, and operational manuals current to ensure compliance and minimize risk of knowledge lost.

• Meet internal and external quality standards and best practices, supporting audits with timely, accurate documentation.

• Track and analyze performance metrics, identify trends, and provide actionable insights to senior management for informed decision-making

5. Strategy and Project Management

• Support execution of DGS Global Strategy

• Lead transition and onboarding projects of new processes or regions into SSC operations.

• Lead organizational change and prepare staff and stakeholders for process or system shifts ensuring both process adoption and capability growth

• Collaborate with IT teams on automation, system integrations, and digital strategy implementation for measurable gains in productivity, quality, and stakeholder satisfaction. Your Skills

Qualifications & Experience

• Bachelor's or master's degree in business administration, Finance, Supply Chain, or related discipline.

• 3+ years of experience in SSC/operations management, preferably in a multinational environment.

• Proven leadership skills with the ability to manage diverse teams across functions.

• Strong understanding of SSC environment.

• Excellent communication and stakeholder management abilities in an international setting.

• Experience with process improvement methodologies (Lean, Six Sigma) would be an advantage.

• Fluency in English and German.

• Proficiency with ERP systems (SAP) and MS Office tools.

Skills & Competencies

• Excellent communication and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Leadership and team-building skills; ability to manage diverse teams.

• Stakeholder management and conflict resolution abilities.

• Process-oriented approach with attention to detail.

• Ability to adapt to changes and work in a fast-paced environment.