Process Manager Customer Handling

External Advertisement

KBC Global Services is the engine behind KBC Group – a leading bank-insurance group with over 41,000 talented employees serving more than 12 million clients across Europe. Since 2021, we have been supporting the digital transformation of KBC Group providing software development, QA, AI and other IT solutions working on a wide range of projects combining classical IT with digital banking.

As our Process Manager, you would have the following responsibilities:

• You work as a key person in the research (Feasibility) and implementation (Work Execution) of Transform and AML projects. 
• You get to know the existing process flows, optimize them, and document them.  
• You draw out process diagrams and present your ideas to the internal and external stakeholders. 
• You make use of reporting tools to monitor the operation of our processes and intervene when problems occur. 
• You initiate optimizations of existing processes (take the necessary initiatives to improve the user experience).  
• You manage the product life cycle and take care of the necessary administration (RFRO, release management documentation, ...).  
• You monitor the scope of the project.  
• You identify risks and manage associated contingency plans.  
• You are a bridge between the delivery train, compliance and operations. 
• You collaborate with the project team and all relevant stakeholders/touchpoints.  
• You gather the needs of the business stakeholders.  
• You communicate the impact of changes to the PO for roadmap creation.  
• You consult with policy experts on the preparation of new projects.  
• You collect the workload of all interfaces.  
• You ask critical questions about the new process flows to the functional analysts.  
• You guide the development team and give explanations to the developers when necessary.  
• You support the application administrators in testing and following up on open bugs.  
• You report the project follow-up to the project stakeholders and to release management. 

Key competences that will help you succeed:

• You are proactive by nature. You take on assignments spontaneously and work towards concrete results. 
• You have experience with Visio, Confluence, Jira
• You have preferably knowledge of the onboarding channels at KBC.
• You are creative and work meticulously. 
• You have strong analytical skills and can think outside of the box (compare the pros and cons of potential solutions). 
• You challenge existing solutions. You have an eye for adjustments that lead to efficiency gains. 
• You communicate clearly and can adapt to different stakeholders.  
• You are flexible and stress-resistant, allowing you to quickly respond to unforeseen circumstances and last-minute adjustments, as well as deal with tight deadlines. 

Recruiter Name

Dobrin Stefanov Yanev