Manager Level 1 Team

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of:
Sales Performance;
Repair Optimization and Compliance;
Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams,industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

At MSX, we exist to empower movers and makers to thrive in an ever-changing world by harnessing our expertise and creativity to deliver exceptional services powered by technology and innovative solutions.

The Country Project Manager – Level 1 Agent Team is responsible for the successful deployment and performance of the Level 1 Agent operations in their assigned country.

Working on a project of limited scale (annual revenue/budget typically < $1m, team size <
5), the Country Project Manager leads the Level 1 Agent team only, ensuring that processes, KPIs and service quality are fully aligned with both MSX standards and client expectations. The role focuses on:

• Managing the end-to-end delivery of the Level 1 Agent service in-country.
• Coordinating and coaching the Level 1 Agents to secure high quality support to the network.
• Ensuring strong collaboration with the client’s national team, the Technical Delegate organisation and central MSX stakeholders.
• Driving continuous improvement, innovation and incremental revenue opportunities within the Level 1 Agent scope.
• This role is the primary in-country point of contact for project performance related to the Level 1 Agent activities.
• Project delivery and governance – Level 1 Agent scope
• Deliver all agreed project KPIs and key objectives for the Level 1 Agent operations in the country.
• Build, maintain and communicate a clear governance model for the Level 1 Agent service, aligned with the central framework and with the Technical Delegate area where relevant.
• Conduct and chair regular performance reviews (internal and with the client) focusing on Level 1 Agent service quality, case handling, response times and customer satisfaction.
• Produce, analyse and present clear and concise operational and analytical reports for the Level 1 Agent activity, ensuring performance is tracking against KPIs, SLAs and targets.
• Use performance data and feedback to identify improvement opportunities, define corrective actions and implement improvement plans where performance is below target.
• Oversee quality control of all Level 1 Agent deliverables, assuring adherence to client requirements, MSX business, brand and safety standards.
• Monitor market and network trends (technical, operational and customer-related) that impact Level 1 Agent operations, ensuring the service remains relevant and best-in-class.
• Manage and coordinate the launch and follow-up of tactical campaigns or specific initiatives involving Level 1 Agents in the country.
• Support central MSX and client teams in defining and piloting enhanced Level 1 Agent services and solutions that support future growth of the programme.
• Team leadership – Level 1 Agent team
• Lead, manage and coach the Level 1 Agent team in the country, providing clear direction, priorities and day-to-day operational guidance.
• Set performance expectations and objectives for Level 1 Agents; monitor achievement and provide regular feedback.
• Conduct annual and interim performance reviews for Level 1 Agents, and develop individual development and performance improvement plans.
• Ensure effective onboarding, training and upskilling of Level 1 Agents, in line with MSX and client standards and procedures.
• Ensure consistent use of agreed tools, processes, documentation and knowledge bases within the Level 1 Agent team.
• Foster a culture of collaboration, problem-solving and continuous improvement, encouraging the sharing of best practices across Level 1 Agents and with the Technical Delegate organisation where appropriate.
• Support Level 1 Agents in…