Process Manager

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Our Client is looking for an experienced Process Manager for the Team Trouble-to-Solution (Repair). It is one of the teams in the department's End-to-End Customer Journey for Mass Market within Customer Operations.

You will focus on the Technical Customer Journey to analyze how customer experience can be further improved and manage a specific pilot to this effect. You're a process expert who can make the link between the operational part and the technical part, take conclusions, and make decisions for requirements.

Required Responsibilities

* Based on customer feedback you understand what customers find important in our service delivery and where things go wrong.

* Based on operational dashboards and input from operational teams, you identify the root causes that make why employees are currently unable to meet our customers' needs.

* You detect improvement opportunities (change requests, quick wins and improvements at the level of business processes and systems), both from customers and an operational point-of-view, you analyze the potential and succeed in prioritizing in an objective way, taking into account the value created for Proximus and the costs linked to it.

* You constantly look for synergies and best practices with other teams

* You define an action plan and obtain the necessary buy-in internally. You implement projects in an end-to-end way, with a large degree of autonomy, possibly supported by a (virtual) project team.

* You communicate smoothly and ensure that everyone involved in your projects, including your 'stakeholders', are kept informed on the status and relevant changes on a regular basis.

* Because of the transversal nature of the job, you will interact directly with many different departments: sales, back offices, contact centers, field operations, logistics, etc. A large field of interest will be of the utmost essence to get the job done.

You'll participate to setting up a pilot taking off in August

* Help with the organization of a 2-month pilot to improve the customer experience at our technical contact center:

- Organizing side-by-sides together with the pilot-lead

- Follow-up of figures and actions in the pilot together with the pilot-lead

* Collecting feedback, possible problems and opportunities within the framework of the pilot:

- Feedback, logs, complaints received from operational services

- Feedback from customers via our 'Voice of the Customer' platform

- Execute side-by-sides with agents and proactively look for opportunities

* Investigating the concrete examples:

- Find root cause in processes and feedback tools

- Suggest solution / improvement

- Reach stakeholder agreement on proposal with relevant Process Owner

- Plan the solution together with the right prioritization committees

- Communication to the operational services about the status

Degree & Experience

* You have at least 5 - 10 years of relevant business experience and have affinity with customer experience, operational efficiency and service delivery.

* Affinity with the technical part of the telco domain and the world of contact centers is an added value.

Attitudes/Behavior

* You are an energetic person set to improve the customer experience.

* You have strong qualities to negotiate, convince others and get things done.

* You are social, assertive, customer-friendly and put team-play first. You can rely on excellent interpersonal skills.

* You are a real 'out-the-box' thinker. You succeed in translating and implementing innovative ideas into concrete actions.

* You spontaneously propose new initiatives and substantiate them with detailed arguments.

* You are curious, analytical, critical and have strategic insight. You easily connect concrete initiatives with the strategic, longer-term actions of CUO and the group.

* You have the skills to present complex, detailed problems in a short summary that contains all the elements to arrive at the right actions or conclusions.

* You have the competence to quickly master new material and to process information of different nature and volume and transform it into something valuable.

* You guarantee top communication to your stakeholders and manage their expectations.

Languages

* You are fluent in English, Dutch and French.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.