Leitung Stabsstelle Anfragen- und Beschwerdemanagement (w/m /d) Bereich Qualitätssicherung
Core
Leading a 10-person team to manage the entire inquiry and complaint management process, ensuring high-quality and timely handling of member requests, and driving quality improvement measures.
Role type
Senior management lead (inquiry and complaint management)
Builds
A structured knowledge management system and a new CRM system for quality assurance and admission matters
Domain
Healthcare administration / Public law corporation
Required skills
Team leadership, process management, quality assurance, CRM implementation, digital transformation, change management, strategic planning, cross-functional project management
Preferred skills
Experience in healthcare sector, experience with public law corporations
Technologies
CRM systems
Responsibilities
Lead and develop a 10-person team, oversee the end-to-end inquiry and complaint management process, implement a new CRM system, drive digitalization and process optimization, rebuild the department structure, translate organizational strategy into departmental goals, act as a central interface to other departments and support levels
Seniority
Senior, hands-on IC