Team Leader Service Center (80-100%)

SVA Aargau is the competence center for social insurance in the Canton of Aargau. Around 550 employees are engaged daily in the self-determination and livelihood security of the people in the canton. In doing so, SVA Aargau combines stable and reliable service delivery with the ambition to continuously develop its processes, technologies, and services.

For a newly created leadership position, we are looking for an experienced and committed personality. You will take on a central role in an ongoing transformation and merge two previously independent service centers into a single unit within the Operations division. In doing so, you will be responsible for the personnel management of approx. 10-12 employees and simultaneously ensure stable and high-quality operations. Building on this, you will further develop the new service center, harmonize processes, establish effective control, and drive digitalization, automation, and professional cooperation with external partner companies.

Your challenge

• Leadership, team integration and change (approx. 30–40%)
• You lead and develop a team of approx. 10–12 employees and accompany the merging of the two previous service centers into a single unit.
• During the change phase, you create orientation, clarify responsibilities, and strengthen a shared, appreciative team culture.
• You secure existing specialist and process knowledge in a targeted manner and accompany changes in roles, tasks, and capacities transparently, empathetically, and reliably.
• You manage goals, performance, and development in a binding manner. You approach conflicts early and constructively.
• Operational control and further development (approx. 50%)
• You ensure that day-to-day business and the services defined in the service catalog are provided reliably, on time, and in the required quality.
• You implement the harmonized processes and continuously develop them. You manage quality, volumes, and capacities using suitable key figures.
• Together with the specialist departments, you further develop the service catalog along the strategic goals. You are also responsible for the budget and controlling of your cost center.
• You drive digitalization and automation, particularly in automated document assignment and a new digital incoming mail solution. In doing so, you take on the specialist Product Owner role and work together with the internal application manager in IT.
• Management of external partners (approx. 10–20%)
• You manage the external partner companies for incoming mail, archive, printing, and outgoing mail and ensure good handovers.
• You monitor performance specifications, volumes, deadlines, and quality using key figures and evaluations. In the event of deviations, you initiate concrete improvements.
• You further develop the cooperation into professional supplier management and consistently take responsibility for the entire service delivery.

Your qualities and talents

• Business administration further education at FH/HF level or a comparable qualification. Further education in the field of leadership is an advantage.
• At least ten years of professional experience in an operational, service-oriented environment such as back office, service center, shared service area, or a comparable internal service organization.
• At least five years of personnel leadership experience as well as experience in accompanying change and transformation processes.
• Knowledge in the optimization, harmonization, and standardization of processes as well as in dealing with service catalogs and quality standards.
• You are used to analyzing key figures and evaluations and deriving concrete improvements from them.
• Experience or a strong understanding in the field of digitalization and automation. Experience in a specialist Product Owner role is an advantage.
• Personally, you convince as a calm, integral, and committed leader. You treat people with appreciation, create trust and orientation, and know how to bring employees along in situations of change.
• You work reliably and in a structured manner, take responsibility, and combine a strong sense of quality and compliance with a pragmatic, solution-oriented attitude.
• You communicate clearly, appreciatively, and reliably, have very good German skills, and understand Swiss German without any problems.

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