Business Process Manager

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 self-service 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 top-class 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)

• Well-located 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