Prepared by (Name, Incumbent)
Andrea Quijada
Date
Organisational Fit
Function Code
Jobcard no. (optional)
SF-O-LA-2
Function Title
Customer Care Trainee.
Reports to (pls indicate position code)
Direct/disciplinary
SF-O-LA
Indirect / functional
0
# of direct guided employees
thereof disciplinary managers
Internal
External (e.g. Temporary workers)
0
0
0
# of employees in area of responsibility
# of functionally lead employees
0
0
0
0
Role of the described function (pls check where appropriate)
Employee
x
Project Management, functional Leadership
Disciplinary Leadership
Leading of disciplinary Managers
Job Scope
Financial Indicators / Key data for which this function is responsible.
Volume (e.g. units)
Portfolio Retail 35,000 customers
Sales Target
Contribution margin
NA
Budget
Investment
NA
Others (e.g. number of retailers,
Marketing agencies, Derivates, etc.)
Dealer Network, RSC, NSC, SLP Plant, Vendors
.
Geographical scope (areas/regions/countries) based on employees and responsibility of the function
SF-LA-O-2
Scope of responsibility
Products/ Modules/ Components (e.g. Car, Motorcycle, Modules referred to module structure, Components, etc.)
(SELECT, Leasing, Loan, Insurance, Owner’s Choice)
Services/ Enabling/ Provision of Services (e.g. Sales, Aftersales, Financial Service, HR, etc.)
CIS, EOT, ET, Customer Experience support, vendors steering.
Others (e.g. License business, etc.)
NA
Internal / external interface partners (pls list without abbreviations)
Internal (main Interfaces, e.g. Quality Network, Production Network, etc.)
NFSC (SF2- LA, SF2-LA-F, SF2-LA-V, SF2-LA-S), Purchasing, IT, Commercial Finance.
External (Authorities, Suppliers, Service providers, etc.)
CRM agencies, Dealer Staff in Mexico, external vendors I
Purpose & Key accountabilities
Responsibility of the function according to TCR documents of FO
(Copy and Paste of the Responsibility within theTCR)
Key accountabilities of the function
(pls. use suitable verbs as agree, verify, operate, support, prepare, decide, etc.)
- Monitors Call Center operational performance and customer experience results, identifying risks, service gaps and improvement opportunities.
- Coordinates operational governance with Call Center service provider, leading performance review meetings and ensuring timely execution of agreed actions, commitments and improvement initiatives.
- Supports complaint management activities by consolidating information, monitoring resolution progress and coordinating follow-up actions with responsible parties.
- Identifies recurring customer pain points, operational issues and service failures, providing insights and recommendations to support Customer Experience improvement initiatives.
- Supports business initiatives, process improvements and system enhancements through testing, documentation and implementation follow-up.
- Coordinates administrative activities related to external vendors, including invoice validation, payment requisitions, purchase orders and approval follow-up.
- Maintains oversight of vendor contracts, service deliverables and vendor-related expenses, supporting budget monitoring and timely processing of supplier payments.
- Develops and maintains process documentation, operational procedures and tracking tools to improve operational efficiency and transparency.
.
Impact on innovations and changes
(What is the expected extent of change of a function in terms of processes, systems, etc.?)
- Drives continuous improvement across customer-facing processes by identifying operational gaps and ensuring execution of corrective actions.
- Strengthens vendor governance by monitoring service provider performance and ensuring compliance with agreed service standards and commitments.
- Increases operational efficiency through structured follow-up, escalation management and coordination of improvement initiatives.
- Supports the successful implementation of customer experience and business improvement projects by ensuring stakeholder alignment and execution discipline.
- Contributes to a more customer-centric organization by ensuring customer feedback, complaints and operational findings are translated into actionable improvements.
Purpose and subject of the interaction/communication with internal/external interfaces, negotiating mandate
(e.g. What is communicated how to whom?)
- Leads operational governance with external Call Center service providers, ensuring effective follow-up on performance, complaint management, service quality and continuous improvement initiatives.
- Collaborates with Customer Experience, Operations, Finance, Procurement, IT and other internal stakeholders to coordinate activities, resolve operational issues and drive execution of action plans.
- Conducts regular performance and follow-up reviews with vendors, ensuring service commitments, escalations, customer cases and operational actions are properly tracked and resolved.
- Coordinates with Finance and Procurement teams regarding payment requisitions, invoices, purchase orders, contract administration and vendor-related activities.
- Supports management reviews by preparing operational updates, vendor performance summaries, risk assessments and status reports on key initiatives.
- Engages with internal and external stakeholders to identify operational challenges, define corrective actions and ensure timely implementation of agreed solutions.
- Facilitates communication and alignment between BMW FS and service providers to ensure compliance with service levels, business requirements and customer experience expectations.
Educational Background / Professional Knowledge and Experience / Other Skills
Education
Bachelor’s degree in Business Administration, Industrial Engineering or related fields.
Academic or internship experience in Customer Experience, Operations, Contact Center Management, Process Improvement, Business Analysis or Project Coordination is a plus.
Work experience, Leadership experience
- Advanced English (spoken and written).
- Eager to learn, proactive, collaborative and results oriented.
- Strong organizational and follow-up skills, with the ability to manage multiple priorities simultaneously.
- Strong analytical skills with the ability to identify risks, operational gaps and improvement opportunities.
- Interest in Customer Experience, Customer Care operations, vendor management and continuous improvement.
- Ability to challenge stakeholders, escalate issues when required and drive accountability for agreed actions.
- Ability to analyze operational performance, identify root causes and support corrective action plans.
- Experience coordinating activities across multiple stakeholders and cross-functional teams is a plus.
- Proficient in Microsoft Office, especially Excel and PowerPoint.
- Knowledge of reporting and data analysis tools (Power BI or similar) is desirable.
Additional skills: special skills / technical ability etc.
- Strong analytical and problem-solving skills.
- Excellent organizational and follow-up capabilities.
- Strong communication and stakeholder management skills.
- Ability to manage multiple priorities and drive action plans to completion.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
Content Approval by the disciplinary Manager, i.e. Manager of the described function
Name
Short code
Date
Andrea Quijada
SF-O-LA
30.07.2026
Evaluation (only for Graders)
Functional Level
Grader
Short Code
Date of Approval
[]
Comment (Decisions and notes from the approval committee)
Information
