Business Process Manager
Business Process Manager
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Job Description
What will your job consist of
1. Optimize existing and new processes on dedicated part of customer journey: account merchant onboarding merchant finance on Allegro platform:
Decrease customers effort with contact avoidance approach (Contact Rate)
Increase efficiency in problem solving and providing self service and automated solutions
Build the service processes ensuring the Customer problem resolution during one interaction (First Contact Resolution)
Increase Customers satisfaction after contact with CX (tNPS Help)
Monitor potential bottlenecks and react with the appropriate procedures and improvement plan
2. Proactively improve and implement process changes in Onboarding Finance Account management:
Reduce the number of contacts and increase efficiency: Proactively minimize customer/merchant contact through improved selfservice and automation or process changes leading to more productive resolutions.
Improved customer experience: Improve customer satisfaction after contact (tNPS Help) by providing a first contact solution and continuously identifying areas for improvement.
3. Prepare high quality merchant service for the project Periscope and Merchant Finance PKO:
Deliver project plan according to agreed CX resources
Prepare and implement the communication strategy to CX
Coordinate implementation of new solutions built in the project into CX operations: knowledge base content tools supporting positive and negative scenarios trainings testing KPI reporting
Design and coordinate customer service process
Support operational team in executing the new finance operator allegro finance and new financial product PKO loans merchant finance.
We offer:
Work in a team you can always count on we have on board topclass specialists and experts in their areas of expertise
Training budget and an internal educational platform MindUp (with training courses on work organization means of communication motivation to work and various technologies and substantive issues)
Welllocated offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools
A wide selection of fringe benefits in a cafeteria plan you choose what you like (e.g. medical sports or lunch packages insurance purchase vouchers)
English classes paid for by us and focused on the specifics of your work
If you want to know more check here
The offer is addressed to individuals who have:
Practical experience in project management (in the area of customer experience/ finance/banking)
Minimum 2 years of practical experience in the area of customer experience
Proven ability to create positive customer experiences in customer support processes
Experience in cooperation in an international environment
Process mapping skills
Planning and organization skills
Desire and commitment to making changes
Dynamic and willing to challenge the status quo
Communication and interpersonal skills including the ability to present arguments in favor improving customer experience
Proven ability to quickly build relationships with key stakeholders
Ability to work independently and organize work of project group
Ability to communicate freely in English (C1)
Send us your CV and see why it is #goodtobehere
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
