BPM & Sales Support Analytics Expert

Locality:
Starting dates:
Type of employment:
Id: 14373

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,…)

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:

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