Responsible for planning, directing, managing, coordinating and supervising the acquisition, assignment, utilization, maintenance, repair, replacement and disposal of the company’s fleet (800 vehicles)

Responsible for the coordination and the development of the roadside assistance, repair/body shop and car rental network in Italy (1.000+ partners).Coordination of the Area Manager Team, Responsible for the technical training, kpi’s and budget achievement.

Member of the Arc Europe strategic committee.Strategic development of the Automotive & Medical & Travel Assistance ARC Europe Group Network.Strategic development of ARC Europe Group Operations.Strategic development and implementation of connected services throughout the network.Development and implementation of standards for service delivery granting ARC Europe Group fast time-to-market.Ensure readiness to migrate to full digitalisation of service delivery.

Responsible of the technical authority team (50+ employees) in charge for evaluating and approving estimates submitted by repair and body shop for vehicle repairs.

Responsible for the project of repair networks integration and establishment of an integrated authority platform to offer competitive fleet management services.Identification of synergies and realisation of all actions necessary for integration with reference to the Organization of the Companies of ACI Global Group. Monitoring the progress and performances of the project, identifying any critical issues, and activating corrective actions.Coordination of the activities and resources involved in the project, ensuring the compliance with project budget and established timing.

Manager of the Business Operations function at the Operations Dept.Main responsibilities and task:- coordination of the activities for the startup of new products and services- proposing actions to improve efficiency and efficacy of processes needed to enable new business opportunities- coordination of the relation with ARC Europe, International and strategic Clients to ensure the business development- identify and propose actions aimed at achieving maximum productivity goals- to carry out cost/benefit analysis and assessments of projects and plans of the Operations Dept.- optimization of service delivery processes- ensure the improvement of the working environment by creating favorable conditions for business development and management

Manager of the ARC Europe, Truck and Top Clients BU at the Operations Dept.Responsible for the service delivery to:• Foreign Clients• Italians travelling abroad• LCV, HCV and Buses• Top Clients (Car Manufacturers Premium Brand, VIP Clients)Typical work activities and main tasks:• monitoring and getting the performances of the operational process of the assistance• guarantee efficiency and effectiveness of the staff employment• assure customer satisfaction• management of the staff (training, job and objective assignment, performance evaluation)• management of the relations with head offices of automotive industry concerning operative topics• process eingeneering and development• forecasting and analysing data• identifying and implementing cost saving actions• preparing reports for internal Dept. and CEO• attending meetings (with Car manufacturers branches, National Sales Companies, Sales Dept.)• managing and answering customer complaints• liaising with IT Dept. for software development• supporting Sales Dept.• monitoring quality• cooperating with Financial Dept. for invoicing issues

Responsible for the daily running and management of the centre through the effective use of resources.Superior responsible of the staff (100 agents + 10 Team Leaders).Responsibility for meeting and setting customer service targets as well as planning areas of improvement or development.Typical work activities and main tasks:• coordinating and motivating call centre staff• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues• maintaining up-to-date knowledge of industry developments and involvement in networks• monitoring random calls to improve quality, minimise errors and track operative performance• coordinating staff recruitment liaising with HR staff• reviewing the performance of staff, identifying training needs and planning training sessions• recording statistics, user rates, performance levels and preparing reports• handling the most complex customer complaints or enquiries• organising staffing, including the number of staff required to meet demand• coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes• forecasting and analysing data against budget figures on a weekly and/or monthly basis• improving performance by raising efficiency and sourcing new equipment to enable this

• monitoring agents performances• supporting agents• monitoring and managing calls through Call Management System• training and coaching• handling complex cases

• provide service via phone, e-mails and faxes as a receiver and caller• back office activities such as checking invoices• interviewing clients to verify customer satisfaction• organising services (roadside assistance, towing, rental car reservation, hotel booking, ...) according to client's requests, complying with agreements and procedures