BPM & Sales Support Analytics Expert

Starting dates:
Type of employment:
Id: 14373

Information about the position:

Customer Operations Strategy:

  • Contribute to definition of Customer Service long term and mid term goals, KPI definition and benchmarking against our competitors and also companies from other industries
  • Lead or participate in strategic projects to implement digital solutions for Customer Service processes with the goal to improve the process quality, efficiency and customer satisfaction.
  • Guide and lead the business through definition and development of internal infrastructure (guidelines, policies, rules, controls, process description, process documentation),

Business Process Management for the dedicated area:

  • Contribute to development of process strategy, process landscape and process architecture with special focus on effective and efficient end-to-end processes.
  • Collect and identify the process improvement ideas (process improvements, mitigation of process gaps and risks), evaluate the ideas from business value and implementation feasibility perspective, define and drive the implementation of TO-BE processes
  • Drive the process standardization, harmonization and automation across all countries, based on defined goals, standards and best practices, collect and share best practices across all customer service teams
  • Identify the process automation opportunities, evaluate costs and benefits of automation
  • Initiate and lead the projects as project manager (e.g implementation of new digital tools, system improvement, RPA, EI) and coordinate Customer Operations projects as demand manager
  • Monitor and steer IT relevant tasks and manage IT support for dedicated IT Applications (incl cost/benefit analysis)

Sales Support Analytics within the dedicated area:

  • Prepare internal reports to relevant functions/persons
  • Monitor and track related KPIs and derive counter or improvement measures
  • Guide and pursue month end closing activities in cooperation with all relevant departments (finance, sales, within customer operations,…)


  • Working for a successful international company with strong background
  • Opportunity for professional development and career growth (job rotation)
  • Annual bonus up to 20%
  • Attendance allowance
  • Flexible working hours and Home Office
  • 3 extra days off
  • Extra contribution to lunch vouchers
  • 3rd pillar contribution
  • Multi Sport Card
  • Medical care program
  • Language education allowance
  • fuel card
  • Referral program


starts from 2400€ monthly

Job requirements

  • University degree - Economics or IT business
  • professional experience of 5 years
  • Experience in designing design, developing, and implementing an operating roadmap (process and project)
  • Experience in translating business requirements into systems and product roadmaps
  • Experience in setting priorities through a robust ROI framework that bridges business needs and platform requirements
  • Experience in driving continuous improvement with all levels in the organization
  • Excellent project management skills
  • Technical skills, understanding of IT environment , systems and applications
  • Business and process understanding as well as strong analytical and tactical understanding
  • Customer and partnership oriented


Contact person: Jana Salvi
Phone: 421948948153
Email: jana.salvi@balanced-hr.com:

BPM & Sales Support Analytics Expert / ID: 14373

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