Service Relationship Manager

Employer: Bosch Timisoara
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 17.04.2024
    Remote work: On-site

    Company Description

    About Bosch Global Business Services:

    As the integrated and process-oriented service unit of Bosch, we provide best-in-class services to the divisions to enable the delivery of our business objectives.

    12,000 associates all over the world deliver services across seven process lines, serving over 300 Bosch legal entities. With our End-to-End (E2E) process organization, we overcome functional boundaries to ensure the best possible customer experience for our internal clients.

    At Bosch GS hub in Timisoara, you will be part of a globally connected team and your work will significantly contribute to Bosch's long term success.

    We believe the future belongs to you:

    the innovative, the passionate and the service-minded.

    Bosch Global Business Services | Invented for life. Empowered by us.

     

    Work #LikeABosch

    Qualifications

    • University Diploma;
    • Language: English;
    • Very good knowledge and understanding of the shared services organization, interactions between departments and interdependencies between key stakeholders;
    • Has an overall view and understanding of activities and specific processes handled in shared services in all functional areas OSP, OBC, OBR, ORS, etc.);
    • Good knowledge and understanding of legislation, internal rules and procedures from multiple functional areas and levels;
    • Good understanding of change management processes (culture, communication, mobilization, continuous improvement);
    • Excellent organizational and analytical skills, prioritization and efficient steering of day to day activities;
    • Able to offer guidance;
    • Excellent communication skills, negotiation and interaction, able to take decisions, promotor of management decisions, excellent presentation skills;
    • Excellent Microsoft Office skills (Excel, Word, PPT, Outlook).


    Additional Information

    #LikeABosch Benefits:

    Financial benefits:

    • Flexible benefits system - In addition to your salary, we provide 2700 RON/year through your benefits account, allowing reimbursements based on your preferences;
    • Meal tickets - A balanced diet includes at least one hot meal per day, therefore we offer you meal tickets with a value of 28 Ron;
    • The 13th salary - Your contribution to Bosch is valuable. Celebrate a successful year with the 13th salary, just in time for the winter holidays; 
    • Celebrate together - We Like to give presents to our Loved ones, therefore we offer you 300 Ron for Christmas and Easter. Your minor children will enjoy this benefit too, as they will also receive 300 Ron;
    • Loyalty bonus: We value your commitment and at 5 years you will receive 750 RON, at 10 years 1500 RON, and for every additional 5 years brings another 1500 RON. It's our way of saying thank you for being part of our journey.
    • Language courses - A new language is key to a new world, so we invite you to learn languages in your free time and get a discount of up to 1200 RON/year (e.g.: two modules of 600 RON each). Please note that the discount is based on the certification that you have passed the specific module.
    • Referral bonuses - We build our teams on trust, so we encourage you to refer new candidates to us through our program: Recommend Bosch. For certain positions, we will honor you with an attractive bonus;
    • Relocation package - If you're being recruited from more than 50 km away, we provide a standard relocation package of 500 Euro (conditions apply). This is a one-time fee, paid together with your first salary.
    • Life events celebration - Your family is growing while working at Bosch? We congratulate your newborn with a 1000 Euro bonus; 
    • Unforeseen situations - In case of unfortunate events, we support you by offering you free days and financial support (handled on a case-by-case basis);
    • Discounts to our partners - We have a strong network in our community so we can offer you discounts to various businesses such as ISHO, Vodafone, and others.

    Work-Life Balance:

    • Smart Work - Our working contracts are standardized to include the home office. Occasionally, you might be asked to come to the office (trainings, workshops, team events). Talk to your leader for more information.
    • Flex-time possibility - We care about your schedule, therefore we try to offer you flexible working hours, according to personal and business needs. Please discuss this with your leader.
    • Growing number of vacation days - Work-life balance is essential for us, therefore we offer you 1 more day of vacation for every 2 years you spend in Bosch. We start with 25 days.
    • Internal communities - You are welcome to become an active member of our internal communities: Trainers Community, Wellbeing Community, Quality Ambassadors, Project Management Ambassadors, IT Community, and many others;
    • Work from abroad: Do you want to work a few days from abroad? Our Smart Work concept allows you to work from outside Romania for up to 30 days per year. Conditions apply. Please contact HR for support.

    Health and sport:

    • Medical subscription - We know how important health is, so you get a medical subscription through the Regina Maria network, paid by the company--extended package of medical tests, free or reduced ultrasounds, and consultations.
    • Sports benefits - Being active helps you in your personal and professional Life, so we encourage you to stay in shape by using the 7Card discount for Smartfit Studio; See also: flexible benefits;
    • Psychological counseling -Through the medical subscription, you can benefit from several free psychological counseling sessions at Clinicile Oana Nicolau and at a discounted price afterward.

    Development:

    • Bookster- the road to self-improvement is paved by books. Borrow the books that interest you and your family through the Library that comes to your office (and your home).
    • Training and certifications -We believe in a Life-Long Learning approach, so we invite you to take part in technical and soft skills training delivered by our internal training team and through other methods.
    • Professional Development - Great opportunities to develop yourself within the company. Choose between different career paths: expert, project manager, or associates manager. Whether an upward or lateral move - we'll be by your side.
    • Team-buildings - We organize yearly team-building activities for your department, so you get to know each other and build trust among your peers;
    • International Assignments - You can work on international projects with and in other Bosch Locations, as we have offices in more than 60 countries worldwide;
    • Diversity and multicultural mindset - More than 10 different nations are represented  and  several  Languages are spoken  by  our colleagues. Diversity Day is a special day dedicated to sharing our diverse cultural experiences;
    Job Description

    • Acts as escalation point / instance in accordance with the role and the escalation matrix defined (addresses the issues, defines solutions together with all involved stakeholders and ensures/ follows upon implementation). In case, the situation cannot be solved at his/her level, ensures escalation to the next level;
    • Collaborates with Global KAM/BRMs on common topics, escalations, acts as network expert knowing exactly who to involve on both - OG-EE and OR side to best possibly solve issues / complaints;
    • Identifies together with the operational teams within the Service Lines and their customers potential risks in con-nection to the delivered services, analyses, defines and implements solutions to reduce/ eliminate these risks (ex. MeC, YeC, Bank Holidays, etc.);
    • Defines together with the Group Lead GS/OIS-EE the strategic objectives of Internal Services department in con-nection to the services provided and continuous development of the SRM organization and role;
    • Acts as firefighter on process level - collaborating closely with internal users from hub, residential organization and in alignment with GS process experts (if case);
    • Is informed / aligns on overall service contents together with the residential organization, OG-EE Hub and TRUST;
    • Coordinates the change management process in respect to the service portfolio (e.g. transfer of additional ser-vices);
    • Monitors/ takes part in the implementation of processes/ initiatives, follows-up and evaluates the performance of these processes, makes proposals for adjustments, improvements of processes or new processes;
    • Is constantly interested in and contributes to the continuous identification of improvement and harmonization po-tential of the services provided by GS/OG-EE Service Lines (CIP);
    • Negotiates with the client the extra capacity requirements for performing the monthly/ year-end closing, in order to ensure that all accounting postings are on time and respected quality;
    • Involves in the development and continuous improvement of the activities/ services performed by GS/OG-EE in-cluding organization, processes and systems, in line with the requirements and strategic objectives of GS/OG-EE and its clients;
    • Requires feedback from the clients, collects feedback from the day-to-day interaction, as well as within the annual client survey process, analyses the input and defines measures for implementing improvement ideas together with all involved parties;
    • Communicates efficiently and effectively with all relevant parties, such as: internal clients, external auditors (if case), internal auditors, colleagues within GS/OG-EE Service Lines, superiors and provides answers in a timely and efficient manner to their requests;
    • Respects and maintains the integrity and confidentiality of all data and information handled during day-to-day ac-tivities;
    • Takes part in personal development programs, in line with the requirements and responsibilities of the SRM role;
    • Participates in the development of the team and integration of new colleagues;
    • Establishes the meeting calendar and the monthly/ annual reporting structure with the clients (to address open topics, present and analyze agreed KPIs versus established targets, develop measures and priorities for optimi-zation, as well as any other points on the agenda);
    • Takes care that the results of discussion, recurring meetings (weekly, monthly, annual, etc.) are documented and communicated to all involved parties;
    • Adheres to and applies company standards, directives, as well as legal procedures and requirements;
    • Ensures that agreed procedures in operations (Desktop procedures) are updated and saved on a common location to ensure transparency to all involved stakeholders;
    • Maintains and monitors the flow for the update and approval of the annexes to the services contracts (e.g. service specification);

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