Process Excellence Specialist

Key Responsibilities

• Drives process and technical improvement opportunities across departments in a diverse stakeholder field (e.g. Operations, Product, Analytics and Legal) in order to achieve business efficiency, customer loyalty and/or partner experience
• Prioritises tasks, solutions and deliverables for assigned improvement initiatives, based on impact and effort.
• Organizes tasks and activities according to logical steps.
• Drives process improvement utilizing a pragmatic approach supported by methodologies like lean six sigma (e.g. DMAIC, Project charter, RICE)
• Executes OPEX specific activities, which can include collecting input, analyzing feedback, analyzing and updating guidelines, defining and prioritizing solutions, setting up and/or monitoring tests, analyzing results, implementing changes and control plan
• Effectively manages, supports and/or advises on deliverables that are required within OPEX and/or from other business units
• Documents and communicates progress. insights and results from the initiative to relevant stakeholders at all levels
• Takes ownership for all activities within the improvement initiative within own (pre defined) circle of influence
• Assure and safeguard the improvement on the short-medium long-term by installing the appropriate control measures & monitoring for key metrics
• Execute projects to increase operational efficiency and effectiveness of the track, with a focus on automation and scalability.
• Make process and procedural improvements
• Apply various improvement techniques like Lean Six Sigma to ensure a professional and consistent approach on waste reduction in Operational processes.
• Create problem statement drafts on existing processes with improvement recommendations

• OPEX manager
• OPEX colleagues
• Operations teams
• Implementation team
• Quality team
• Learning team
• Product team
• Parties other than CS, like Credit Control, PS, Security, Finance, Content, Front End, Booking Home etc.

• Cooperation, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information
• Cooperation, Persuasion, Information

• Frequently
• Frequently
• Frequently
• Frequently
• As needed depending on initiative
• As needed depending on initiative
• As needed depending on initiative
• As needed depending on initiative (very regular)

• Bachelor degree

• Basic Job Knowledge (1 - 3 years)

• Structuring: capable of identifying key deliverables and milestones and planning accordingly with support
• Problem Solving: capable of structured problem solving (root cause analysis) and delivering solutions that contribute to business objectives
• Time management: Ability to successfully manage timelines and complete own tasks/ chase other tasks within pre defined timelines
• Communication: Ability to communicate effectively at all levels in the organization, in- and outside of CS
• Stakeholder management: capable of constructively working with colleagues to achieve strategic and tactical objectives objectives
• Data analysis: Ability to process & interpret data (with support if needed)
• Applying knowledge: Uses known methods (i.e. Lean & Six Sigma) to achieve objectives
• Demonstrate a track record of defining & executing process improvements, leading them from start to finish.
• Expert in Lean Six Sigma- Green belt
• Strong focus on business impact
• Very high problem solving and structuring skills, with the ability to simplify complex areas
• Proactive and positive attitude
• Good communicator (on several levels) and ability to work with, influence and align with multiple stakeholders.
• Flexible and capable to find the right balance
• between structured problem analysis and project deliverables and management and ability to deal with B.com's fast-paced change environment.
• Excellent presentation skills

• Drive process and technical improvement opportunities across departments in a diverse stakeholder field (e.g. Operations, Product, Analytics and Legal) in order to achieve business efficiency, improve customer loyalty and/or partner experience
• Prioritise tasks, solutions and deliverables for assigned improvement initiatives, based on impact and effort.
• Organize tasks and activities according to logical steps.
• Drive process improvement utilizing a pragmatic approach supported by methodologies like lean six sigma (e.g. DMAIC, Project charter, RICE)
• Execute OPEX specific activities, which can include collecting input, analyzing feedback, analyzing and updating guidelines, defining and prioritizing solutions, setting up and/or monitoring tests, analyzing results, implementing changes and control plan
• Effectively manage, support and/or advise on deliverables that are required within OPEX and/or from other business units
• Document and communicate progress, insights and results from the initiative to relevant stakeholders at all levels
• Take ownership for all activities within the improvement initiative within own (pre defined) circle of influence
• Assure and safeguard the improvement on the short-medium-long-term by installing the appropriate control measures & monitoring for key metrics
• Execute projects to increase operational efficiency and effectiveness of the track, with a focus on automation and scalability.
• Make process and procedural improvements
• Apply various improvement techniques like Lean Six Sigma to ensure a professional and consistent approach on waste reduction in Operational processes.
• Create problem statement drafts on existing processes with improvement recommendations

• Structuring: capable of identifying key deliverables and milestones and planning accordingly with support
• Problem Solving: capable of structured problem solving (root cause analysis) and delivering solutions that contribute to business objectives
• Time management: Ability to successfully manage timelines and complete own tasks/ chase other tasks within pre defined timelines
• Communication: Ability to communicate effectively at different levels in the organization, in- and outside of C. Stakeholders are usually leaders at the level of senior specialists (project) leads and (Sr.) managers.
• Stakeholder management: capable of constructively working with colleagues to achieve strategic and tactical objectives objectives
• Data analysis: Ability to process & interpret data (with support if needed)
• Applying knowledge: Uses known methods (i.e. Lean & Six Sigma) to achieve objectives
• Demonstrate a track record of defining & executing process improvements, leading them from start to finish.
• Desirable: Expert in Lean Six Sigma- Green belt and/or experience equivalent
• Strong focus on business impact
• Very high problem solving and structuring skills, with the ability to simplify complex areas
• Proactive and positive attitude
• Good communicator (on several levels) and ability to work with, influence and align with multiple stakeholders.
• Capable of balancing structured problem analysis, project delivery and management in a fast paced environment.
• Excellent presentation skills
• CSG knowledge is required; CSP knowledge is a plus.
• Experience in the BHFS program is preferred.
• PEGA knowledge is a plus.