Team Leader 2nd Line Support

Team Leader 2nd Line Support Location: Diegem At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. The Team Leader 2nd Line Support supervises, coaches, and develops team members on a daily basis while ensuring smooth and efficient operational functioning The role also focuses on identifying and implementing initiatives to improve service delivery to internal customers and to increase the department’s efficiency and lean performance. Essential responsibilities: Team Leadership & Organization: Lead, coach, and develop a team of 14 FTEs, including +/-4FTEs based in Romania. Foster collaboration across locations and ensure effective coordination between local Belgium and SSC teams. Monitor performance through KPIs and ensure achievement of service, quality, and productivity targets. Manage workload distribution, capacity planning, and prioritization of activities. Conduct regular performance reviews, check-ins and support employee development. Fines Process Ownership (Core Responsibility): You are responsible for the end-to-end management, performance, and continuous improvement of the Fines process, which is the core activity of the team and involves significant operational complexity: Oversee all operational flows related to fines: Reception and processing of driver’s notifications Booking of reminders in Miles Management of Driver identification and denunciations Management of international fines … Ensure proper controls incl. the permanent control supervision. Ensure timely and accurate responses to all Salesforce cases related to fines. Act as a key escalation point for complex or sensitive operational issues. Lead financial reconciliation activities in collaboration with Accounts Payable (AP) and Accounts Receivable (AR) Identify operational risks and implement mitigation measures. Ensure strict compliance with internal procedures, regulations, and GDPR In addition to the Fines process, oversee the correct handling of: Driver changes Driver reimbursements Payroll activities for specific Fleet Outsourcing clients …. Project Management & Continuous Improvement: Drive automation initiatives to improve efficiency, digitalization and reduce manual workload. Actively contribute to optimizing end-to-end workflows and customer experience. Stakeholder Management: Maintain close collaboration with internal stakeholders (Customer Care, Finance, Sales, Operations, Remarketing). Act as main point of contact for the Romanian teams, ensuring alignment and performance consistency. Ensure clear communication and coordination with first line support teams. Who are we looking for? Strong leadership and team management skills, including remote team coordination. Excellent project management skills, with a focus on automation and process optimization. Strong analytical mindset and ability to manage complex operational environments. Experience with financial reconciliation and control frameworks. High attention to detail and strong organizational skills. Customer-oriented with strong problem-solving capabilities. Excellent communication skills in Dutch and/or French, and English. What do we offer? Join Ayvens – Drive the Future of Mobility At Ayvens, we’re turning mobility into more than just a destination — we’re making it a great experience. And to make that happen, we need people who make a difference. We’re committed to helping our colleagues grow, thrive, and reach their full potential. That means: providing extensive training opportunities clear talent development plans fair and competitive compensation You can count on a well-rounded benefits package, including a free medical care plan, pension scheme, meal and eco vouchers, and a flexible income plan. Healthy work-life balance Flexible working hours Possibility of homeworking several days a week Thorough onboarding process and performance feedback Opportunities for internal mobility At Ayvens, we welcome fresh ideas, innovation, and open feedback. We’re building a culture where everyone has the space to be themselves and contribute to something bigger — the future of sustainable mobility. We are Ayvens. We’re ready for what’s next. Are you? Apply now and be part of the journey. Why Ayvens? With over 3.4 million vehicles managed across more than 42 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive. At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are. Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.