Head of Customer Service (m/f/d)

You run several operational teams including their team leads – clear, motivating and with real hands-on presence. You secure the smooth daily operation in Telephony & Items and actively control KPIs. You are responsible for efficient deployment planning, optimal distribution of work stocks and stable backlog processes. Analysing Reports & Dashboards, identifying patterns and taking clear action – in close coordination with your superior manager & director You’ll start forecasts, scenarios and ensure maximum transparency of the most important KPIs. You perform Deep Dives in escalations or process gaps and proactively advance improvements. You work on cross-disciplinary projects and support the further development of channels, tools and end-to-end processes. You regularly present results, risks and progress to internal and external stakeholders

Completed vocational training or university studies or a comparable qualification More than 5 years of professional experience in the operational insurance environment 2–3 years of leadership with responsibility for a team Project experience with focus on operational processes and tools Funded knowledge in insurance, in particular in the field of CSFs Safe handling of MS Office, Atlassian products and DLD/HUON/VWB applications Very good knowledge of German and good English (at least B2)

Flexible & hybrid work: Unlimited employment contract with an annual leave entitlement of 30 days and in addition on 24.12. and 31.12. Free 39-hour week Flexible working hours and hybrid model: a mix of presence and mobile work – just as your work area is producing. Further education & career: Verti Welcome Day and targeted incorporation Various training opportunities and career opportunities through our Verti Academy Working in international teams within the MAPFRE Group Health and well-being Company's own gym and various sports and health services (including massage and physiotherapy, company doctor, active break design) Modern, ergonomic workplace for presence times Team events such as participation in running events, regular volunteering actions, after work, etc. Diversity & Sustainability: We are signatories to the Charter of diversity and stand for diversity and equal opportunities in the workplace. Applications for people with disabilities are welcome. Gender Pay Gap? Not at Verti! entitlement to a social day per year for the exercise of private, voluntary commitment Responsive handling of resources - we are currently focusing on becoming climate-neutral. .